Complaints
This profile includes complaints for Window Nation, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 365 total complaints in the last 3 years.
- 103 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/20/2023
Type: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.
This company has made false promises and have not completed the job they started in February 2023. They installed a cracked window and they installed windows that opened both ways but only were half screened on one side and these were the bedroom windows for our children. Also they did come out one screened the other half of the window months later with screen that were about 1/4” too small so we were getting a lot of bugs in our house. We are still waiting for the correct size screens no one returns our calls. Also our bedroom window was put together wrong and also allowing bugs in our room. They also charged us before the work was completed so they could warranty the cracked window they first installed.
Business Response
Date: 11/22/2023
Window Nation apologizes to our customer for any frustration surrounding the 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 is following up with the Vendor regarding the screens and we will update the customer as soon as we have an eta. Once the parts are received in our warehouse, our service department will reach out to schedule service. Window Nation will continue to follow up with the customer once everything has been completed to their satisfaction.Customer Answer
Date: 11/30/2023
I am happy to have the work finally completed but do not wish to close out this case until it is complete since there track record is terrible I am apprehensive that they will not do as they say.
Sincerely,
****** ******Initial Complaint
Date:11/20/2023
Type: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 had 7 windows and 1 door replaced by Window Nation. The first crew they sent out did damage to our property and had to be replaced by a new crew. That crew did not complete the project to town code, so a third crew had to come out to complete the project, as it failed town inspection. We provided pictures and quotes to two different people and we're told they would be cutting us a check for the damages. In the meantime, one of the windows has a bad draft. We have attempted 3 times to get them to fix it and cannot get them to send anyone out. Everytime we call, they tell us they are on it, but it has been months. I don't know what to do to get my house back in order and the damages fixed. Calling, escalating, and even talking to the corporate office has not helped. We tried to not pay them until everything was done, but the finance company released the funds without our approval. Hoping you can help.Business Response
Date: 11/22/2023
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 scheduled a service date on November 27, 2023, to address any service issues that the customer has experienced and has sent the customer a check for $2000.00 on November 21, 2023, for damages related to the installation of the windows and door. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.Customer Answer
Date: 11/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20886232, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:11/08/2023
Type: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.
Bureau Response
Date: 11/07/2023
Send Complaint to BBBBusiness Response
Date: 11/14/2023
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 did speak to our customer on November 14, 2023, and we have scheduled the service date for November 20, 2023, per the customer's request. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolutionBureau Response
Date: 11/17/2023
Roberta **********
**** **** ** **
******** *****
Dear Roberta **********:
This message is in regard to your complaint submitted on 11/7/2023 against Window Nation, LLC. Your complaint was assigned ID *********BBB has received a formal response
from Window Nation, LLC. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation did speak to our customer on November 14, 2023, and we have scheduled the service date for November 20, 2023, per the customer's request. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolutionBureau Response
Date: 11/22/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****
Re: ID * ******** * Roberta **********
Dear Kevin *****:
Thank you for your recent response to Roberta **********. We have not yet heard from the consumer and are closing this case as answered.
Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Bureau Response
Date: 11/22/2023
Roberta **********
**** **** ** **
***** ** *****
Re: ID * ********* Window Nation, LLC
Dear Roberta **********,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Initial Complaint
Date:11/08/2023
Type: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.
July 23,2023 contract with Window Nation to have 20 window replaced. We placed $2,000 down that day and finance the rest, $18,856 through ******** *******, Window Nation offered.
September 1st 2023 the install project began. Contractor arrived an hour late and his counter part an hour after him. The first window he touched, a piece of trim broke, the contractor admitted he was not knowledgeable of how to remove the existing window and then once it was finally removed he had used a multi-took to chisel away at the window sills to get the new window to fit as well as he could get it. This left 4 of my window sills jagged, unfinished and unprofessional. I had to ask the contractor to stop if the job was going to continue this was because it looked terrible. He then said maybe we can work out a price for new sills and I said this was not part of the window install project. The contractor voiced his concerns to the manager, he said he was having a difficult time and asked for assistance and the sills were mentioned, they said they would take care of it. He continued to work.
When discussing the project with the sales representative, nothing was ever said about any trim or window sills being removed or replaced.
This job was supposed to be completed in 1-1 1/2 days. The contractor asked me how long window nation told me and he said “oh I can’t come back until next week”. It was Labor Day weekend and outside left unwrapped and only 7 of the 20 windows done with the sills left off until Wednesday of the following week.
When they returned they had the same issues and damaged more trim and my sons wall. They took off trim and sills and cut them and they don’t butt up against the wall anymore and paint lines don’t match up.
Another visit from management 9/25, another repair day 10/5 with more damage, incorrect color stain and still unfinished. I also feel the product is poorly and cheaply made. I now have 3 options from them of how to rectify and I feel punished.Business Response
Date: 11/13/2023
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. Window Nation would like to point out that on the contract the customer signed in Section 9 of the terms and conditions, the owner acknowledges that the contractor shall not be responsible for painting, touching up, and/or plastering existing walls and/or woodwork after installation of the windows provided for in
this Agreement. Window Nation's team will continue to work with our customers and appreciate their patience throughout this experience.Customer Answer
Date: 11/14/2023
The company has been out to my home multiple times and has seen the damage to the trim, the stain that was left on the windows and the caulk that is all over the windows as well. The trim and sill were never a discussion when the sales representative was at my home and every piece of trim was remove and then reapplied causing damage to multiple areas in my home. The contractor originally just used a multi tool on the sill to chisel away the area that didn’t fit. He did this without my knowledge and once I saw what he was doing I asked him t stop. Before talking to a manager or anyone else from the company he said, “maybe we can work out a price to get those replaced”. After talking to a manager, the company then agreed to either stain or paint the trim white and replace all of my damaged window trim and sills. They gave me and option because of the contractors disregard to my property. I chose for them to stain to match the rest of my home. The company returned to my home to stain twice and never gave me an option of stain they were using and both times the color was wrong. It didn’t match and they damaged more of the surrounding window by chiseling out pieces and then trying to stain that and cover it up with a vinal strip that is now falling off. They also got stain on the new windows. This is absolutely unacceptable and also the corners of the welding on the tops of the window from the manufacturing looks so poorly done and the outside wrapping of the windows is also not professional. The contractors that were at my home destroyed my property and did an unprofessional job. It is not fair that I am responsible for terrible craftsmanship from this company. I hired them as a reputable company and they did not meet their standards by any means.
Sincerely,
***** ******Business Response
Date: 11/17/2023
Window Nation apologizes for any inconvenience that the customer has had during installation. Window Nation is reaching out to the customer to do an assessment of any concerns that they have and will address them. Window Nation thanks the customer for allowing us to resolve the issue.Customer Answer
Date: 11/19/2023
I will address concerns again with window nation, as I have already done multiple times in the past, but I feel as though this response is a vague and they know that they have not addressed my concerns. The most recent email I received from them was that service was complete and I have yet to discuss anything or have anything else completed in my home.
***** *******
Sincerely,
***** *******Customer Answer
Date: 11/24/2023
Hi I’mjust following up. I haven’t heard anything back and I received a phone call and voicemail on 11/16 from Ron at the escalation department at window nation. I call Ed back and left a message and have not heard back since then. He told me it was a Courtesy call and that someone else would be reaching out or emailing me and I have not had any other further notifications. I want to follow up with both you and I will leave them a message as well. Thank you.
***** *******
Business Response
Date: 04/09/2024
We are disappointed to hear that the customer said we are unresponsive. Since leaving a voicemail on 11/16/23, we have called the customer four times with voicemails, received one call from the customer, communicated by email twice (per customer's request), and received one email. Window Nation acknowledges that the customer is not happy with the interior trim color despite it being installed correctly per the contract. Window Nation is offering to resolve the issues with the interior trim, but we need the customer to select a stain color for the pieces we would replace.Initial Complaint
Date:11/07/2023
Type: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 ENTIRE HOME THROUGH WINDOW NATION AT 55K I PAID 50K WHEN THE JOB WAS MOSTLY COMPLETED AND HELD THE 5K DUE TO REPAIRS A MISSING SCREEN RIPPED SCREENS AND BROKEN PARTS AND TRIM THAT WAS BUBBLED PLASTIC AND FALLING OFF. I ASKED THEM TO REMEDY ALL OF THE ISSUES BEFORE I COMPLETED THE FULL PAYMENT. THIS DRAGGED ON FOR OVER A YEAR OF THEM SENDING TECHNICIANS WHO WERE UNAWARE OF THE PROMISES THEY MADE TO ME. THEY SAID THEY WOULD SEND SOMEONE TO TRIM OUT ALL OF MY INTERIOR WINDOWS WITH WOOD VERSUS PLASTIC THAT ONE TECHNICIAN HAD TAKEN A HEAT GUN TO WHICH MADE IT LOOK EVEN WORSE UNEVEN AND BUBBLING. EACH TIME A TECHNICIAN CAME I LOST TIME OUT OF WORK AND TIME TO EXPLAIN WHAT WAS PROMISED EACH PERSON AGREED WITH ME AROUND BEING FRUSTRATED AND THEY WERE NOT INFORMED OF WHAT WAS PROMISED. THIS HAS BEEN PUSHED OUT OVER A YEAR OR MORE AT THIS POINT. THEY ENDED UP SAYING KEEP THE 5K AND WE WILL REPAIR THE TRIM AND THEN THE MANAGER REFUSED AFTER OTHERS IN THE COMPANY HAD MADE THAT AGREEMENT WITH ME. ULTIMATELY THE LAST CALL CONSISTED OF THE MANAGER SAYING I HAD TO PAY THE 5K OR THE WARRANTY WILL BE VOIDED AND IT WOULD ALSO BE DUE TO COMPLETE THE TRIM AROUND THE WINDOWS. HE SWORE AT ME AND ACCUSED ME OF NOT PAYING MY BILLS AND HUNG UP ON ME. I HAVE ATTEMPTED TO SEND PHOTOS AND ASK TO REMEDY AND THEY HAVE NOT RESPONDED. I AM LEFT WITH MISSING SCREENS, A LARGE LEAKY WINDOW AND TRIM THAT IS FALLING OFF ON 30 OR SO WINDOWS IN MY HOME. THIS IS NOT RIGHT PLEASE HELP.Business Response
Date: 11/13/2023
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 would respectfully disagree with some of our customers' assertions. Window Nation has tried to work with our customer and did write $5445.00 off of their total balance, which voided their warranty. Window Nation's team will continue to work with our customer in an attempt to resolve this matter, but at this time we are unable to service the customer's concerns without payment. We appreciate our customer's understanding.Initial Complaint
Date:11/06/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/17/22 I signed a contract to install 6 windows in my home. I was told it would take 12-14 weeks for the windows to be made and the company would contact me to set up a date for installation. I paid a $2000 deposit for the windows. When I was notified the windows were in an date of 12/5/22 was set to install. I had taken a day off of my employment to be there. At approximately 9:15 a.m. the company called and informed me the installer was not coming, that he called in sick. The company requested we set another date. After checking with my employer the only date I could arrange was 12/24/22. I received at least 3 emails confirming that date. On Saturday, 12/24/22 I waited until 2:00 p.m. for someone to come out or call about this appointment. No one did. I sent emails to the company after that date requesting my deposit back and tried to cancel the contract because of their poor customer service. The responses I received from the company refused my requests and I was told that I had signed a contract and I needed to call them to schedule an installation date. I refused to do this. I wanted my money returned. After several weeks of no action on their part I received information that they were turning over this issue to their legal department. Subsequently, I received 2 threatening letters from ****** ***** *** about this matter. I filed a complaint with the MN Attorney General's Office. The company attorney has offered two unacceptable resolutions. I do not want this company's product nor do I want anything to do with them. I want the contract cancelled and I want my money returned. Two of their reasons were supposedly that they custom made the windows and they paid for a permit to install them. My house has standard sized windows that can be used anywhere and they were just plain white windows - no special color. I am willing to deduct the cost of the permit from my deposit but that is it.Business Response
Date: 11/09/2023
Window Nation entered into an agreement on October 17, 2022. Due to unforeseen circumstances, Window Nation was unable to install Ms. ********’s windows on the first two scheduled dates. Certainly, Window Nation empathizes with Ms. ******** regarding the inconvenience these two reschedules caused, but Ms. ******** agreed to these types of unforeseen events that could require rescheduling when she signed the agreement. Paragraph 6 of the Terms and Conditions of the Agreement notes that the installation date may be altered by, among other things, “weather or other causes beyond Window Nation control. Even after the need to reschedule the two first installation dates, Window Nation was ready to install the windows before the agreement’s estimated deadline. Window Nation stands ready to assist our customer and looks forward to bringing them a complete resoultion.Customer Answer
Date: 11/09/2023
I am rejecting this response because: I do not want anything to do with this company. I feel they have acted in bad faith and have not fulfilled their obligation to me. They do not value me as a customer nor have they made any offers that I find acceptable to resolve this matter. The excuses they have provided me are not acceptable in any form. I don't want their windows and I do not intend to pay for them.
Sincerely,
******** ********Business Response
Date: 11/17/2023
Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. Window Nation, as previously stated on the contract the customer signed on October 17, 2022, states that the estimated project start date is 14–16 weeks from that date. Window Nation reached out to the customer within this time frame. Window Nation believes this to be no fault of our own, as this is what the agreement stated. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.Customer Answer
Date: 11/17/2023
I am rejecting this response because: There is no way I want to do business with Window Nation. I do not trust them and there is nothing they can say or do to make me a satisfied customer. They had their chances. I just want the contract cancelled and no further contact with them. There are other window companies that would like my business I'm sure.
Sincerely,
******** ********Business Response
Date: 04/02/2024
We are disappointed to hear that the customer said we are unresponsive. Since leaving a voicemail on 11/16/23, we have called the customer four times with voicemails, received one call from the customer, communicated by email twice (per customer's request), and received one email. Window Nation acknowledges that the customer is not happy with the interior trim color despite it being installed correctly per the contract. Window Nation is offering to resolve the issues with the interior trim, but we need the customer to select a stain color for the pieces we would replace.Customer Answer
Date: 04/02/2024
This response mentions something about trim. I do not believe this has anything to do with my original complaint. I received a call from Robert of Window Nation last week saying that the company was refunding my $2000 deposit. I told him I had not received a refund as of 4/1/24. He said he would look into the matter with his finance department. I am waiting for a response.Business Response
Date: 04/23/2024
Window Nation apologizes for the miscommunication. Unfortunately, we will not be refunding the customer their $2000.00. Window Nation entered into a contract with our customer on October 18, 2022, and ordered the windows that the customer requested. Window Nation had an installation date of December 5, 2022, but had to reschedule due to our installer being ill. Window Nation set up an alternate date of December 24, 2022, but due to weather conditions, we were not able to complete the installation. Window Nation reached out to our customer again to ask for an available time to install, but the customer refused and wanted a refund. Our contract has an estimated project start time of 14–16 weeks, and in Section 10, it is stated that upon cancellation of the agreement, the customer will pay 60% of this contract. We have attached a copy of the contract showing both of those items.Customer Answer
Date: 04/25/2024
I received a call from Robert (************ phone number) and he told me that they cancelled the order and I was supposed to receive my $2000 deposit back. This was in late March (I believe the date I spoke to him was March 31, 2024). He said he would check into it. As of todays date 4/25/24 I have not heard back from him nor have I received any money. I have not tried to call him back since we originally spoke because I didn't think I had his number. While checking my emails I found that I had sent a message to myself with his contact information. I am not sure what this company is trying to pull but I was told my money would be refunded and I expect them to do so.Business Response
Date: 04/30/2024
Window Nation did clarify that when the customer spoke to Robert, the branch manager, he explained that we would be keeping the $2000.00 based on the fact that we ordered the windows on October 17, 2022. As part of the agreement, Ms. ******** agreed to pay Window Nation 60% of the price if she canceled the contract. Window Nation ordered the custom-made windows that we were prepared to install at Ms. ********’s home. Due to unforeseen circumstances, Window Nation was unable to install Ms. ********’s windows on the first two scheduled dates. Window Nation did reach out to the customer to schedule; however, Ms. ******** insists on canceling the contract we have agreed to accept the $2000.00 instead of the full $5498.40.Customer Answer
Date: 05/02/2024
I am rejecting this response because: Robert said I was going to get my money back. There is no reason for me to pay $2000 for nothing. I received nothing and I am not going to give them any money. Thinking I would give them money for absolutely nothing is theft. They are taking advantage of a minority senior citizen. The windows they were supposed to sell me are standard size windows for most houses in my area. They will probably resell them to some other sucker that purchases windows from them. It is not like they can't easily sell them to someone else. They have lied to me and acted in extremely bad faith. They need to give me my money back. They did not abide by the contract they provided me!
Sincerely,
******** ********Initial Complaint
Date:10/31/2023
Type: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 purchased 5 windows and a sliding door to be installed. We've had a handful of issues since installation with no response. Multiple emails have been sent and trying to get someone on the phone has been difficult. No one has contacted us about the issues we have. With the amount of money we are paying for everything, I expect a better response.
1. The sliding door is smaller than the original one we had. Our salesman stated everything would be the same, just updated. The installer explained why it was smaller and we were somewhat okay with it until we realized it's installed upside down. The door is not easily closed or opened and there is not a huge drop to the outside which is dangerous to our children.
2. One of the windows was not installed properly due to "installers not having a big enough ladder". We offered to have them use ours, but they said the way they did it wouldn't be different, but it clearly is as it's sitting out further.
3. Another window will not seal all the way which will not let us lock it.
I've waited a month for any type of response and have only received spam emails asking to refer Window Nation.Business Response
Date: 11/03/2023
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 was able to speak to our customer on October 31, 2023, and set up a service date for November 13, 2023. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.Customer Answer
Date: 11/07/2023
I have reviewed the response made by the business in reference to complaint ID 20787190, and find that this resolution is satisfactory to me.
Sincerely,
******* **********Initial Complaint
Date:10/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My original appt with WN was 5/31. I was pushed by my the sales rep to sign order paperwork the same day during the appt, as I was told by said sales rep that the verbally agreed upon price with applied discounts would not be available even one day after the appt. The agreed upon price and approximate timeframe of 12 weeks were the reasons I agreed to the order. A measure tech came out shortly after to measure the windows, and only on the install date of 9/11 was I made aware of the issue that none of my windows were the correct size and none could be properly installed. Both my install team and I started reaching out to various people at WN to get a resolution same day. By 9/16 the finance team had provided a further-discounted offer, and paperwork was to be sent to me to sign approving the replacement order and discount. I have yet to receive or be able to sign this paperwork 6 weeks later. I have requested it 3 times so far. Not only this, but I was assured that the timeframe for a replacement order would be between 4-6 weeks until final installation by multiple people. I have been notified of the third delay to my windows being pushed out to at least 8 weeks not including the time between finishing the manufacturing of the windows and final installation. Winter is quickly approaching with the first snow forecasted for this weekend. Colorado's weather is unpredictable, and due to WN's installation policy of not installing in bad weather, installation of my windows could be pushed out weeks if not months. Furthermore, the way this incident has been mishandled and delayed to nearly twice its original projected timeframe (5 months at this point and 3-4 weeks more at least until completion) displays a clear lack of accountability on WN's end. These failures show I am being taken advantage of and discriminated against as a single female home owner. There has been no services rendered, so all I am looking for is a refund of the $1500 deposit and my order canceled.Business Response
Date: 10/31/2023
Window Nation apologizes to our customers for the frustration surrounding the customer's project. Window Nation has agreed to refund the customer the balance they paid and cancel their contract. Window Nation wishes our customers the best and hopes that in the future they consider us for their home improvement needs.Business Response
Date: 10/31/2023
The customer will be getting back the amount they paid of $1500.00 and that was processed on October 30, 2023, so they should be receiving it within 7 to 10 business day from that date.Initial Complaint
Date:10/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 26, 2023 we agreed to a Purchase for 20 windows & 2 doors and signed a contract, for said agreement. Of note, they do not give you a copy of the contract. We are promoted to sign the salesman’s tablet in several places, making it extremely awkward. If you were to try to read it . Later in the day the SIGNED contract is sent via email. The next day, after reading the contract and terms, such as “…they can charge you more money, for any reason during the install”, which of course the salesman failed to mention. We became very uneasy over that statement, the exorbitant price for cellar doors. Also of note, the salesman price changed four times, with the final price less than half of the first price! With these concerns in mind, we decided to cancel the contract which per their protocol, we sent a telegram which cost us $126.00! {telegrams in 2023!, Completely sleazy- buyer beware}. We also sent them a registered letter, to cover ourselves, as our trust if this company completely plummeted. Both these means were well within their time if less than three days to cancel. - § —- Despite receiving our cancellation they went ahead and deposited the check cleared my bank 3 days later. As of today, it has been 24 days and we have not received our refund! They shouldn’t have cashed the check as we had canceled within the legal time frame! It does not take more than three weeks to send a check back by mail! And, as our check cleared our bank they could have deposited it immediately back to our account, (with a dozen ways to transfer money!) We have sent emails and have called the number for the department that handles refunds and are now getting the runaround. They were advised we would report them to the Better Business Bureau and to the attorney generals office of Massachusetts. Thank You. Going forward, we will warn people of every pitfall of doing business with window nation.Business Response
Date: 10/27/2023
Window Nation apologizes to our customers for any frustration they have experienced. The customer refund was processed on October 9, 2023, and mailed out on October 19, 2023. We wish them the best of luck on their future home purchases.Initial Complaint
Date:10/10/2023
Type: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.
To whom it may concern,
We purchased windows from WN. Mr. Derek H. was the WN rep with whom we worked. We discussed the job and a contract was written. The contract did not specify correctly what we agreed to verbally. I signed the contract without noticing that it varied from our what we agreed on verbally. We agreed that the bathroom windows were to be frosted. The contract specified erroneously that the bathroom windows were to be tempered clear glass. At the time of installation I complained to Mr. Derek H. that the windows were not appropriate for a washroom. He apologized for the misunderstanding an offered to exchange the tempered clear windows with tempered frosted glass windows. He offered to ask his supervisor to switch them out. They said that it was a misunderstanding and wanted to help. After several calls they offered to switch them out for an installation fee. The window frames have already been installed and switching them out does not require an installation as these windows can be removed and placed back without the use of any tools.
Sincerely your,
****** *****Business Response
Date: 10/16/2023
Window Nation apologizes for the delay and miscommunication that have led to our customer complaint. We spoke to our customer on October 11, 2023, and ordered the correct sash on October 16, 2023, and have requested a rush order. Once an ETA becomes available, we will update our customers immediately. Window Nation appreciates the customer for allowing us to resolve their issue.
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