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 Inc

  8198 Terminal Rd Lorton, VA 22079-1438

• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

• 

  Window Nation, LLC

  9256 Commerce Highway Delair, NJ 08110

• 

  Window Nation

  1200 Woodruff Rd. Unit A-9 Greenville, SC 29607

  

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:01/16/2024

  Type:Sales and Advertising 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 received an offer in my email for a $50 ****** gift card if I schedule for free estimate appointment. I followed the directions, made the appointment, and confirmed with agent regarding the gift card offer. When I asked about the gift card, the agent confirmed twice that I will get ****** gift card after the free estimate visit. The appointment was delayed as the salesperson got his schedule mixed up. Waited patiently for over 1 hour, the actual appointment lasted almost 2 hours. The appointment was on December 22nd. Still have not received my gift card as promised. I called the office twice already and every time, they keep saying that they have notified the marketing department to send over the gift card but still nothing. Please follow through. This is false advertising.

  Customer Answer

  Date: 01/18/2024

  Resolved. Just received the gift card

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a few issues/complaints to address: 1) We have a coupon for Window Nation which states “buy 2 windows, get 2 free”. Upon signing the contract with Window Nation, we were told by the salesman that we didn’t qualify for that coupon. There is no small print to say you must qualify for this coupon. My wife & I signed a contract with Window Nation on 12-09-2022 for the following replacement of the original entry doors & 23 windows. 2) Window Nation sub-contracted our install with ***** without our knowledge & 3) ***** in turn subcontracted work with ****** to manufacture the Front entry door & the French door. 4) Amount of time from contractor signing to installation was over 5 months and were told it was going to be 3-4 months. 5) Manufactured defects with the windows & doors. 6) Non-functioning front door. 7) Improper drilling to Front entry door. 8) Windows not closing or locking properly. 9) Improper installation of the French door. 10) Hassle to get these issues resolved are now affecting our credit reports but because Window Nation’s salesman explained in the beginning that there is no payment due until all services are 100% completed. There is a more extensive complaint letter that can be furnished because of the online word form constraint. Now after over a year of signing our contract this job is still not completed and we are still suffering with paying for products that are not in proper functioning order.

  

  Business Response

  Date: 01/15/2024

  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 actively been speaking with our customer and have addressed the majority of issues the customer has requested. Window Nation is currently working with our customer to address the concerns they have with their door. Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  
  
  My wife and I(Damian), have been very upset with this whole arrangement because we were misinformed about the cost and why we didn't get the buy 2 get 2 free window offers with the coupon that we had at time of purchase and the job was financed. When it came time to install the 23 windows, a sliding glass door to deck w/ screen, a French door for basement and a Front Entry door w/ metal plate and sidelight panels & transom, this job was screwed up from the beginning with all the craftsmanship and product. The windows still don't open and close properly. The screen to the sliding glass door has been blown out of the frame. The Front door has been mutilated by the installers from Window Nation, when this door was prefabbed by ****** and also doesn't lock properly at all ever. This is making us very uncomfortable for the safety of our household or protection. The French door is now opening wide open with the door not closed shut and now there is a mildew smell at this door as well. Even after two foreman or supervisors that came out to try and fix the items still didn't have the right things to fix the issues. Now, after almost two years later, there is nothing fixed yet and everyone is trying to change their story now. When I have notified ****** and was given mixed info than Window Nation. At this point, we are totally fed up with this purchase and are not given the right people to talk to, like we asked. Respectfully like to have this matter resolved by all parties involved with the manufacturing and installation of these windows and doors.
  
  Sincerely,
  
  
  
  ******** *** ****** *******

  

  Business Response

  Date: 10/04/2024

  Window Nation did speak with our customer, and we have scheduled a site visit for October 22, 2024, at noon, along with a representative from ******, the manufacturer of the door, and an installation manager, to address the customer's concerns and put a plan together to bring them a proper resolution. We appreciate our customer's patience.

• Initial Complaint

  Date:01/02/2024

  Type:Product 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.

  Contract date 10-8-23 paid $2001. I made change in contract 10-13-23 removing 1 of 6 windows reducing deposit by $160 which I never received. Due to requirements of my condo association Window Nation chose to not accept the job and they cancelled contract I believe 11-26-23. Sales person Rick Barney called to advise and stated refund would be processed. I did not receive $ and called sales person and was referred to customer service spoke with Christine and was told in accounting. Called finance dept on hold 15 minutes and call disconnected. Called back spoke with Christine asked for manager and was told in meeting and Lakeisha ****** would call me back. No call back It is now 12-27-23. Please help

  Customer Answer

  Date: 01/05/2024

  After submitting my complaint to BBB I called Window Nation again and spoke with Lakeisha ****** branch mgr. She gave no explanation for my refund taking over 1 months to be processed but it finally was refunded to me 12-30-23. I still would like my complaint to be a matter of record against this company for bad business practices to help others who may have similar experiences. I am truly grateful to BBB for your help. Sincerely ****** ***** 

  

  Business Response

  Date: 01/08/2024

  Window Nation thanks the customer for their patience; their job was canceled and a refund was processed on December 28, 2023, for $2001.00 and sent directly to the credit card. Window Nation hopes that for any future projects, they will keep us in mind.

• Initial Complaint

  Date:12/19/2023

  Type:Product 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 installed new windows in my home on Oct. 30, 2023. I asked the installation team if I could put a larger downpayment on the project to reduce the amount of financing needed. I paid $3,000 more than previously quoted. Unfortunately, they never submitted this information to their third-party financing business. I have been informed that they will be sending me a refund check for the excess $3,000 payment but have yet to receive it. On Nov. 28, 2023 I received an email that they needed to confirm my address, which was responded to on Nov. 29, 2023. I have called multiple times since, unable to contact someone in customer service (they have not returned calls and I just end up waiting on the line until the call ends. Finally on Dec. 11, 2023 I spoke with someone at customer service who said they would have their branch manager contact me within 24-48 hours and their finance department send a tracking number for the refund check. I also emailed customer service on Dec. 13, 2023 and still did not get a reply. I still have not received a call back from branch manager Latavia Vails, nor a tracking number.

  Customer Answer

  Date: 12/20/2023

  Hello-

  Shortly after I filed the complaint yesterday, I received the refund check in the mail. While a very frustrating experience overall with their customer service team's lack of responsiveness, I consider the matter resolved. 

  Thank you,

  Katy *******

  Bureau Response

  Date: 12/20/2023

  Forrest *******
  Window Nation, LLC 
  
  **** ***** **** **** *** ***
  ******* ** *****
  
  
  
  
  
  Dear Forrest *******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 12/19/2023 by Kathryn *******. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  

  Hello-

  Shortly after I filed the complaint yesterday, I received the refund check in the mail. While a very frustrating experience overall with their customer service team's lack of responsiveness, I consider the matter resolved. 

  Thank you,

  Katy *******

• Initial Complaint

  Date:12/14/2023

  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 salesman Timothy ********* grossly misrepresented Window Nation's installation procedures as well as the ****** **** Tax Credit we would receive. Tim told us that the installation would be 100% complete and any repairs to the wall would be included outside of tearing down and rebuilding an entire minus painting. Tim's main selling point to us was that we would be eligible to receive a tax credit of $600/year for 10 years resulting in what he told us as a final tax credit of $6000. He told us that the math makes sense if you're planning to stay in the house for the next ten years and we'd benefit from purchasing what he called "The Ferrari of windows" instead of what I asked for. In the beginning we told him we weren't interested in the Cadillac of windows nor the Yugo, we wanted a good middle of the road window that I referred to as the Honda Civic of windows.
  Tim never quoted us on the middle of the road windows until after he told us that we'd benefit from the 10 year tax credit. The $14,000 we spent minus the $6000 credit would end up netting a total of $8,000 where he said at that time the Civic of windows would be nearly $10,000 so if we don't mind taking a long term tax credit over 10 years then the $14,000 option is best for us so we agreed and put $5,000 down.
  The windows were installed @ the first week of December, 2023 and right off the bat there were issues. The installers said they don't do any wall repair, only installation so that was a red flag there. Once complete we contact Window Nation about this and they offered to come out after telling us about what they do not do. Some light drywall mudding was done and left rough for us to finish. I asked multiple times through face to face, email and phone about feeling iffy about the warranty and go no response. I found out today that Tim was not truthful about the tax credit and took advantage of us so I feel we're deserved the $5400 difference we will lose. The balance owed is $7K now.

  

  Business Response

  Date: 12/19/2023

  Window Nation appreciates our customer's complaint, which has been sent to our local market to be made aware of our customer's frustrations and their desired resolution. Window Nation respectfully disagrees with some of our customers' assertions. Window Nation has no control over the tax credit program, and the windows the customers received were the windows that they chose. Window Nation did some cosmetic work to satisfy the customer, even though our contract states there may be minor damage during the installation of our windows. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Your salesman, Tim *********, sold us these windows and told us that they qualify for a ****** **** tax credit of $600/year for 10 years. His selling point to us was that it would be a better option if we don't mind taking the $6000 credit over the next 10 years annually which makes the windows he was pushing a cheaper option once the tax credit was applied over the windows we were asking about. We were also told we only had until he left that night to approve his estimate otherwise the prices would not be valid the following day and no we were not allowed to sleep on it and call him back. When I brought up to the local sales manager branch, Joey, he said after reviewing the webinar training he understands how Tim could have presented the sale to us in the manner that he did and did not agree with what Tim did so he'd push this up the ladder for review.

  We understand that Window Nation does not give the tax rebate, the government does however Window Nation trains their employees and the ethics/sales tactics used by their salesman is what pushed us to go with a higher priced window option over the window we had requested. So as you can see this is a clear cut bait and switch practice that we were taken advantage of by Window Nation's salesman and also pressured into making a decision based on his blatant false information that evening. Nobody with Window Nation other than Joey ***** has even acknowledged there is a misunderstanding with what Tim ********* was telling us which from what Window Nation is telling us doesn't matter because it's not in writing. Pretty easy for the big company to take advantage of the little guy when their salesman blatantly lies.

  The most fair outcome in our opinion would be for Window Nation to settle the $5600 disputed amount by discounting the window total bill down to what we would have paid for the middle tier window we had asked for from the beginning but bait and switched to what Tim called the Ferrari of windows. We'd be happy to settle this dispute for far less than the $6000 loss in the tax rebate at $3000. If this would be the case we'd pay the balance immediately. This would show good will and acceptance in some form by Window Nation of fault and we'd hope that retraining the sales staff to better understand the ****** **** Tax Credit or not use it as a sales tactic would become a best practice instead of what feels like predatory sales.
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 12/21/2023

  Window Nation understands that the customer may have been frustrated with our sales process, but as pointed out previously, Window Nation does not have anything to do with tax credits. Window Nation will continue to work with our customer to provide them with a suitable solution to their complaint.

  Customer Answer

  Date: 12/26/2023

  
  
  Complaint: ********
  
  
  
  I am partially rejecting the response as I'm hoping to reach a resolution as well. The issue in question here is not the Tax Credit however the sales training where Window Nation has the salesman selling us on a tax credit that doesn't exist then pressuring us into signing the paperwork that night. Tim ********* was specifically trained by a Window Nation webinar to tell customers that the government offers an ****** **** tax credit of $600/year for 10 years which is grossly inaccurate. We purchased these windows on a conversation with Tim solely because of him selling us on the benefit we'd receive from the ten year tax credit that doesn't exist. The long and short of it, we'd have still purchased windows however not the "Ferrari of windows" as Tim called them but the "Honda Civic of windows" I was asking for from the start of the sales pitch. We ONLY agreed on the higher priced window because Tim told us that the windows he pushed qualify for $600/year for 10 years so after receiving the rebate over the 10 years the Ferrari of windows end up costing less than the Honda Civic of windows.

  With that being said we're losing $6000 in bogus tax credits thanks to Window Nation's inaccurate training and/or Tim *********'s lack of ethical sales. We'd gladly settle for half of that in the form of a $3,000 discount to the final total of our balance due and we'll gladly pay it the following day.

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

  

  Business Response

  Date: 01/08/2024

  Window Nation apologizes that our customer has had any issues with their project. Window Nation has been in communication with our customer and was able to come up with a compensation of $1600.00 off of their balance for the miscommunication, and this was applied on January 4, 2024. Window Nation appreciates the customer for allowing us to resolve their issue.

  

  Business Response

  Date: 01/08/2024

  Better Business Bureau:

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

  Thank you.

• Initial Complaint

  Date:12/08/2023

  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.

  7//15/2023 A REP FROM WINDOW NATION CAME OUT TO MY HOUSE YOHANA **********) WE DID A CONTRACT TO HAVE 5 WINDOWS AND A SLIDING GLASS DOOR REPLACED. INSTALL SET FOR 8/22/2023. WHEN THE WORKERS SHOWED UP THEY DID NOT HAVE THE DOOR OR THE ORDER FOR THE DOOR. I WOULD NOT ALLOW THEM TO START WORK UNTIL I HAD SPOKEN TO YOHANA AND HER MANAGER. ABOUT 2 HOURS LATER I FINALLY SPOKE TO A MANAGER AND HEE ASSURED ME HE SEEN THE WORK ORDER AND WAS NOT SURE WHY THE DOOR WAS LEFT OFF AND THAT HE WOULD GET THIS RESOLVED ASAP. A FEW DAYS PAST I HAD NOT HEARD BACK. THEN ON 8/30 I TEXTED THE MANAGER AGAIN. HE TOLD ME HE WILL GET AN UPDATE. AGAIN NO ANSWER. THE NEXT DAY I TEXTED AGAIN. THIS TIME HE SAID HE IS WAITING ON AN EXACT ETA... NOW IT IS 12/7/2023 MONTHS LATER AND I STILL DONT HAVE THE DOOR BUT I GET A TEXT SAYING I HAVE A NEW CONTACT FOR MY NEWLY REEQUESTED INSTALL .... THEY ARE IN BREACH OF CONTRACT AND WHAT A HORRIBLE WAY OF DOING BUSINESS

  

  Business Response

  Date: 12/14/2023

  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 does have all of the necessary items to complete their order. We spoke to our customer on December 12, 2023, and offered them a Saturday install date, which we are currently waiting to hear back from them on. We are confident that our customers will enjoy their windows and doors once they are installed.

  Customer Answer

  Date: 01/19/2024

  
  I am rejecting this response because:  

  i never got any of these emails in my "inbox" therefore i could not respond to them. I finally did get the door installed after 6 months. Also requested an itemized invoice as i was lied to from the sales person in regards to interest and payments. 

  Still never got one from the company , however today the "permit" people sent over a permit and invoice so they could do a "final inspection"

   Total materials 1295.77 , city permit 100..... so this company charged $11,110 for what SHOULD have been ONE days work had they not left off my door to begin with. That is rape 

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

  

  Business Response

  Date: 01/23/2024

  Window Nation apologizes to our customers for 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. As the customer pointed out, Window Nation did install the door and provided the customer with $505.00 in compensation for the delays. The quote the customer is referring to is from the manufacturer and does not include the door or any of the costs associated with the installation of the five windows that they purchased. Window Nation thanks the customer for allowing us to resolve the issue.

  Customer Answer

  Date: 01/24/2024

  They sent a doc for me to sign on 8/30/2023 and i never signed it and got an email back on 9/7/2023 saying i signed it therefore they FORDGED my signature.. then the compensatin he is reffering to was supposed to be 550 NOT 505 so another lie... You have successfully signed your document
  DOCUMENT
  ****** ****************
  You can view the document as an attachment below (if it’s under 25 MB) or by clicking this link. This document and others may also be accessed on Dropbox Sign by creating an account. (this i DID NOT SIGN) I am assuming the IP address can prove who actually signed and prove it was an employee of their company not myself..

   The "550" settlement they are offering is a bribe to not discuss my experience or job etc. It litterly  says if i sign it i can take no legal action or speak any negative about the company. They are frauds, they have signed my name and fordges it, they charge 11K for labor to install 5 windows and a door. 

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

• Initial Complaint

  Date:12/06/2023

  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.

  Talking with Alex, our Window Nation representative, over a couple hours in our home (20 Aug 23) over what we wanted: window grade, the look we were going for, and the price of the windows; he was too concerned with the sale of the windows instead of getting our order correct. We told him we were not in a hurry to get them ordered as we wanted to get these replaced in March of 2024 as we would not be available after 23 October 2023 through March 2024. Alex continually stated that would work for him and his team and they would just store them in his office or warehouse until March. Alex, continued to push his sale and give more discounts on his paperwork and iPad. After looking at each window and walking around the house we walked out to the end of our property to talk about the four black windows and if we wanted to change the two side windows to match the style of the front windows. I said no, same style just in black to flow with the two front windows since you can see it from the road with the front windows. In the back of the house we ordered 3 replacement windows in white. Two were the same windows, just replacements and the 3rd window was changed to a casement style window, again in white. Before Alex departed we walked through the contract to which, Alex was having issues with the iPad showing things incorrectly. All the windows stated white, and the casement windows were showing to open in the wrong directions. He said he would make sure the windows open correctly and the four were black when he got back to the office. Being, he said he was going to verify the order was correct, he would hold/store windows should they come in after 23 October 2023, and was going to be with us until this project was completed through installation, we said ok and agreed to work with Window Nation and Alex ****. We signed the agreement thinking he was true to his word and sent our down payment, check ****, written to Window Nation for $4,000.00 with Alex.
  Within nine days (29 Aug 23), of signing with Window Nation I received the first email stating our windows were in production. He pushed the order to be completed and installed prior to 23 October. Again, we requested to replace windows in March 2024, so no one was rushed and we would have time to deal with any issues of possible damaged windows/order issues. Alex continually said they could store the windows through the winter and install in March as requested. However, this was a lie from a sales person trying to get a sale. When I called Window Nations number on the email we found out that Window nation doesn’t hold the windows for a later install in the spring. They would not, store windows nor produce windows at a later date and wanted windows installed asap. We then received another email, 5 September 2023, that our project was expected to ship from the factory 26 October 2023. On 20 October 2023, we received a phone call to schedule our installation. We stated we wouldn’t be available until March that Alex said he would store them for a later install. We were told again on the phone they will not hold/store these windows and we would need them installed. We scheduled their first available appointment 27 October 2023, and pushed our already scheduled plans back a week.
  Installation day: 27 October 2023, the installation crew showed up with seven windows. The three windows on the back of the house were correct (the casement window which shows opening the wrong direction did open the correct way) however, the two side windows and two front windows were not black as requested. The two side windows showed up in white and the front were black. When I asked where Alex was they said Brian (the installation supervisor) was in route as they were missing items and had a broken screen. When Brian arrived, he said it’s not an issue they would correct their mistake as it is normal protocol to have the windows that are visible in the same directions to match. He said they would hold off on installing the two side windows, get them reordered and would call us back on Tuesday as he was off that weekend and on leave that Monday. He said worse case if you didn’t get charged the price of black windows, we may have an additional charge however, it would be the same price as the front windows. We all agreed to talk on that Tuesday, 31 October 2023. The installation crew was absolutely amazing and did great work.
  Nearing on almost two weeks after installation, we finally received a phone call from Alex. Alex first started off the conversation very defensive and said that he put in words on the bottom of the agreement because of the computer issues and wasn’t going to correct the order. We told Alex we were done working with him and would like to speak to his Supervisor with Window Nation. We have yet to receive a phone call. We stated that we talked with him extensively about wanting all the windows visible to each other to match and that even Brian said that was normal protocol for windows to match. Alex’s only response was that it’ll be $1,000 extra per window on top of the windows we already paid for, to have the two windows remade in black. This is over double what the windows were originally even with adding the extra for black. I advised him it was his mistake as we stood in the yard talking about the black windows. Alex, was not interested in correcting this issue nor was he interested in rectifying the damaged windows that were already installed. We told him during this phone call, the two front black windows that were installed were damaged and had scratch and dings throughout the window/paint along with screens being broken. We told him Brian looked over everything and the installation crew wrote up their findings as well. Alex just said ok and went back to getting the two white windows installed asap. He stated that in order for him to correct the project issue we would have to pay for the two windows made incorrectly along with $1,000 extra/window to remake the two windows in black.
  15 November 2023, we received a call from Window Nation to complete the install of the last two windows and scheduled for 30 November 2023. At this time, we requested the same crew that installed the rest of the windows as they did great work. I received two emails one on 15 November 2023 and another on 16 November 2023 from Window Nation that our “installation is scheduled for 10/27/2023 8:00 AM.” Then a week later on Thanksgiving Day, 23 November 2023 and again on 30 November 2023, I received more emails, stating “your installation date is scheduled for 11/30/2023 8:00 AM.” Again, their system issues have been consistent throughout this process and has apparently become the issue for the paying customer.
  30 November 2023, the installers called prior to coming out, arrived when they said they would, and completed their work perfectly just as they did the first time. I signed their paperwork and requested for Window Nation to contact us for payment as the front windows were still damaged and no one has come to take pictures or write a report to get them corrected.
  1 December 2023, I received an email thanking us for “contacting the Window Nation Customer Experience Team regarding your service issue. We have received your request and your Regional Service Team Member has been made aware of your request…. You will receive email and text alerts as we progress.” On 1December2023 at 2:12 PM, I also received a text message “Hello, this is Brittnee w/Window Nation! Could I bother you to send me some pictures of the scratches so we can get them over to the manufacture?” I requested a phone call as I do not do business over text message from phone numbers I do not know. Then received a phone call from a completely different phone number from Brittnee requesting photos and to send them through text message. We agreed and said we would send them next week as we were not available.
  We now sit here, not on our scheduled winter plans as they were pushed due to window installation issues, waiting for the front windows to be corrected from dents/scratches/broken screens, and now needing to pay someone to paint my brand-new replacement windows. All we ask is for them to stand up to their mistake, correct the damaged front windows, screens, and to correct the two side windows they sent in white when they were ordered in black to match the two front windows. We, the homeowners, ordered seven windows total 3 white and 4 black for a total of $13,853 on 20 August 2023 through Alex ****/Window Nations Exterior Design Consultant. We went with this company as several people we know have used Window Nation on their homes and they had an A+ rating on BBB.

  

  Business Response

  Date: 12/12/2023

  Window Nation apologizes to our customers for the frustration surrounding the customer's project. Window Nation spoke to our customer on December 11, 2023, and we will order 2 sashes along with 2 windows that will match the existing ones the customer has at no cost to them, we have already ordered the service parts needed to complete the job and should receive them shortly. Once received, Window Nation will schedule an appointment with the customer during a time that is convenient for them to complete their project. We greatly appreciate our customer's patience.

  Customer Answer

  Date: 12/14/2023

  
  
  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,
  
  
  
  ******* ******

  Customer Answer

  Date: 01/05/2024

  After speeking with the corprate WIndow Nation office (Forest) we all agreed and he said windows would be ordered and installed.  However, the local branch that has been contacting us is not fulfilling the agreement.  Window Nation- the local branch, is now requesting additional paperwork/contract, not only trying to put a gag order on me but also voiding my original contract....meaning the warranty wouldn't be on the original 7 windows.  When I asked Brittney several times to speak to Forest I was told, "when he gets back to the office, he may get back to you.  When asked to speak to Forest by the other homeowner, Brittney again stated that she "WILL NOT" put us in contact with Forest or the regional office and nothing will be done for the windows until I sign the local offices new contract.  

  Customer Answer

  Date: 01/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  After speeking with the corprate WIndow Nation office (Forest) we all agreed and he said windows would be ordered and installed.  However, the local branch that has been contacting us is not fulfilling the agreement.  Window Nation- the local branch, is now requesting additional paperwork/contract, not only trying to put a gag order on me but also voiding my original contract....meaning the warranty wouldn't be on the original 7 windows.  When I asked Brittney several times to speak to Forest I was told, "when he gets back to the office, he may get back to you.  When asked to speak to Forest by the other homeowner, Brittney again stated that she "WILL NOT" put us in contact with Forest or the regional office and nothing will be done for the windows until I sign the local offices new contract. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/19/2024

  Better Business Bureau:

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

  Thank you.

  

  Business Response

  Date: 04/02/2024

  All service parts have been received and the service is scheduled for 4/5/24. 

  Customer Answer

  Date: 08/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We absolutely reject this, as Window Nations has not fulfilled our contract to date. This year dealing with WN has horribly inconvenienced our lives having us live in a construction zone all due to windows. We have worked with Forest, Windows Nations Headquarters Customer Service Rep, who re-ordered the two replacement windows that originally arrived in white when they were ordered in black. When these windows arrived, one window (in black) was scratched so bad it wasn’t even installed. The second window had no scratches and was installed. After, it was installed, we found we have an all new issue. The windows, our WN Headquarters rep/Forest, re-ordered to match our contract (window style, color, and grade) were now delivered in black, but are completely different model/style) than the rest of the windows which look cheaper/store bought box windows. We now know, that these two windows are the correct windows we ordered and the windows currently installed, are not the correct window grade, style and color, that we ordered through Alex our WN Salesperson, and are actually a cheaper version than what we ordered and put a down payment on. 
  Overall, we currently have seven windows installed by WN and only one window matching the style/grade/color we purchased. Their original installation issues of damaged windows: 6 windows installed with the wrong style/grade, 2 windows remain with black paint scratched from the manufacturers botched repairs in their warehouse, three installed wrong sized/too small of screens, one broken screen, one window still has vinyl curling up at the corner of the frame (which was reported to the WN Site Supervisor Brian at installation), one window installed still has the wrong color (which is amazing for my curb appeal in a HOA restricted community). Most of the issues were reported to Brian on the original installation day. However, he was leaving for vacation after he finished our job…he left before the windows were completely installed. Obviously, he didn’t complete his part as site supervisor and appeared to already checked out for his vacation because he didn’t complete the correction request from the crew who installed. 
  
  
  For a year since the original purchase date, the lies from the salesperson, initial window arrival and installation, and lots of emails or phone conversations with Forest, as he requested to be the belly button instead of BBB, our home still remains Window Nations construction zone! For over a year now we have tried to work with this company to correct any and all mistakes. We have different colored windows on the side of our home…It’s now a joke for my neighbors. It’s ridiculous! We can’t even put blinds/curtains up…why….because, we cannot finish the trim around the windows. Every time we tried, WN would call for another window installation (for installation everything comes off the walls and around the windows including trim). This has been done 3 times for installation and another visit, which is our favorite….Forest requested they send a supervisor from the window manufacturer and WN Top Supervisor, they sent Brian-our site supervisor over to look at the seven windows currently installed and each issue we have. We agreed, then they show up the wrong date/time as we were walking out the door; now more disgruntled/rude, talked amongst their selves, took windows, apart screens off, and ignored the homeowners homeowners while walking around our home asking questions. When they were done they just left. No conversation, no insight, and even left a path of destruction on their way out leaving screens out and windows open. More emails were sent to Forest, with no response, which lead to a phone call to Forest. Forest again apologized and advised they ordered new windows when WN Supervisor and the window manufactures supervisor left our home. When we mentioned that the supervisors were not forthcoming on information when they were at our home, he was audibly shocked. At this point how could he be shocked, I sent an email with pictures. Every time, throughout this year of corresponding, the Columbus office and WN has yet to communicate with clients appropriately or fulfilled our contract.
  
  
  On 20 June 2024, approximately 1115am, the Columbus Office called to schedule another installation appointment…but only for TWO windows that arrived to their Columbus office. I asked about the rest of the other windows that were also requested. She said “I’ll have to call you back”….still waiting. Again, seven windows and Six are wrong. Six windows with the wrong style/grade/color/ scratch/broken/etc. Unfortunately, because of these errors, it’s making it look like WN actually installed used outdated windows on our home, trying to pass them off as new upgraded high quality windows for $$$. Then on 3 July 2024, at approximately 0958am, we spoke with Forest for about eight minutes. He said all the windows had arrived and they were ready for us to schedule our installation appointment. We reminded him that we wanted to be scheduled during the weekday when somebody was in the office as the last time they came to install the windows they had moved it from a scheduled appointment on Friday 5April 2024 at 8am, to the following day, Saturday, 5 April 2024 at 8am. It shouldn’t have been a problem when they brought the two black windows to be installed however, nobody was in the office to report any issues of windows nor did we have a site supervisor help mitigate more window issues during the installation. We also asked him if he had our remainder balance worked out and what it was going to be. Forest, had said many times over the year WN would be taking care of us. In the end Forest, offered a measly 10% discount to the remainder of the balance. So our home environment, community environment, our time of a year of our lives being inconvenience because of the inability of being able to get seven windows correct and you just wanna give a 10% discount. AND HAVE YET to fix the problems of the windows that are currently installed. Do I need to worry the Columbus office is going to be shady yet again and try sending my account to collections-January 13, 2024, we received a certified letter stating that the Columbus office sent us to collections….yep for a contract that, a year later, has never been fulfilled. We had to again call Forest over childish behaviors from the Columbus Office, as we received a certified letter that we were being sent to collections for not paying the remainder of our bill that they STILL haven’t fulfilled. So now we sit for over a year, we have ordered windows through your Columbus WN office/salesperson (Alex), who lie to us about WN windows/company/ policies/storage etc, placed our order incorrectly, took a down payment of $4,000, the Columbus office not fulfilling our contract, sent us to collections all while the WN Headquarters Customer Service Rep/Forest was communicating with us and already re-ordered two window replacements and had already spoken about the bill. But hey Alex says that WN’s warranty is the best in the industry…
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 08/28/2024

  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 does have the necessary parts to complete the customer service issues and did reach out to them on July 3, 2024, to complete their project; at that point, they wanted to think about it. Window Nation did call our customer on August 28, 2024, to ask if we could complete their service, and they have declined. Window Nation has the necessary parts and looks forward to serving our customers.

  

  Business Response

  Date: 08/29/2024

  Window Nation apologizes for the issues that have occurred with during the installation of their windows. Window Nation has forgiven the balance on their account and we appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: ********
  
  BBB note: I spoke with the consumer and they advised that they would like to have a formal document from the business advising that the balance has been forgiven. 

  

  Business Response

  Date: 09/10/2024

  Window Nation has provided the customer with the requested documentation  

• Initial Complaint

  Date:12/05/2023

  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.

  ******* ** *** ***** **
  Consumer had windows installed last year and one of her windows won't close. She has been trying to contact the business but she states there phone system makes it hard to speak with an agent. She got a hold of someone when she called the Maryland office and was told someone would get back with her but no one ever called.

  

  Business Response

  Date: 12/08/2023

  Window Nation does apologize for the delay in addressing the service needs of our customers, but would also like to add that our customer called in on December 1, 2023. We then called her on December 5, 2023, to schedule a service date, which was December 6, 2023, when all issues were addressed. We greatly appreciate our customer's patience during this time.

• Initial Complaint

  Date:12/05/2023

  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 8 windows and a patio door installed February 2023. Purchased august 2022. My sons window never had a lock installed on the windows. He is 6 years old on the second floor. Our patio door has never shut properly. Our dining room window has never shut and installed or manufactured wrong. We’ve had 4 different people come out and remeasure for screens yet zero were done correctly and we have screens that do not fit our windows. We are now in winter again, and our home improvement to help our heating bill is a waste as the cold drafts continue to flow into our home worse than ever before. I’ve contacted them MANY times with no response to come and fix these problems. Most importantly my sons bedroom window! This is a MASSIVE safety concern. Their response is to come remeasure for screens…. The permit hasn’t been signed off on either. One person from window nation came out and recommended they install new windows for the ones mentioned above. After that recommendation no one has reached out other than one phone call again offering to remeasure for screens. I want my windows fixed. I want my sons room secured and I want working screens. I want money back for this trouble, frustration and constant worry. These people should be out of business.the advertise BBB approved I’ve attached a photo. I’d like to show a video if possible of the malfunctioning door and windows. I’m not sure if I can submit via here. Another red flag was the numerous rescheduling. We agreed in January which was pushed out till February

  

  Business Response

  Date: 12/11/2023

  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 ordered the remakes to complete the customer service needs. Once an ETA has been given, we will update the customer with this information. Window Nation apologizes to our customers for the delay in completing their project and appreciates our customers' patience.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First and foremost we purchased two separate sales from Window Nation in June 2021. A short sale of $3/900 and a big sale for the amount of 19,124, which they just completed the installment process on November 18,2023, which took them over two years sadly. The company owes us $1,450 for a window their installer broke while completing the installation work back in 11/2021. My husband and I have been trying to resolve this issue since without any success. All we get is the ROUND AROUND. It has been nothing but stress and frustration. I recently requested my complaint to be escalated to the escation team on October 17, 2023 due to the unprofessionalism and rudeness of Manager Mathew ******. I have been in contact with Force Willming from the escalation team whom I spoke with on October 19, 2023 and has been playing games with me ever since. On several occasions he has told me that he will contact the Boston team and will return my call and I won't hear from him. I will follow up and he will tell me the same thing again. On several other times I tried following up with him and either he is in meetings or on lunch and doesn't return my call. I last followed up with Force on 11/21 prior to Thanksgiving Holiday and left a second message with Tanisha who assured me that she sent him a message to return my call. Despite the frustration, the nightmare and the lack of unprofessionalism since purchasing from Windows nation, my husband and I have been nothing but patient and professional with them. I need them to fix this issue and refund our money back. Thank you for your time and consideration.

  

  Business Response

  Date: 12/04/2023

  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 complete all service as of November 18, 2023, as pointed out by our customer, and has requested $800.00 in compensation for our customer due to these delays. We appreciate our customer's understanding.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: 20929625
  

  I am rejecting this response because:  
  
  I just wanted to clarify that the $800.00 in compensation to us was not due to the delays. The $800 in compensation was due to the brand-new window the installer broke while performing the installation work. 
  
  Sincerely,
  
  
  
  ****** ******* *********

  

  Business Response

  Date: 12/08/2023

  Window Nation appreciates our customer clarifying the reasons behind the complaint but is satisfied that we have addressed the issue with monetary compensation. Window Nation thanks the customer for their patience.

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: 20929625
  
  
  
  I am rejecting this response because:

  We would appreciate if window nations could let us know when we can expect to receive the final payment. 
  
  
  
  Sincerely,
  
  
  
  ****** ******* *********

  Customer Answer

  Date: 12/18/2023

  We would appreciate if window nations could let us know when we can expect to receive the final payment for $800.