Business Profile

Window and Door Installation

Window Nation, LLC

Headquarters

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 Complaint

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:08/29/2023
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.
April of 2023 we had 5 windows replaced hack work ruined our windows damaged frame and will not respond or resolve the issue the trim is the wrong color. And Mike ****** will not respond soo. They leave few options
Bureau Response
Date: 08/29/2023
Kevin *****
Window Nation, LLC

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

Dear Kevin *****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/28/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Scott *******

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

Daytime Phone: ###-###-####
E-mail: ***********************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

April of 2023 we had 5 windows replaced hack work ruined our windows damaged frame and will not respond or resolve the issue the trim is the wrong color. And Mike ****** will not respond soo. They leave few options

Desired Settlement:
Finish the Job

Bureau Response
Date: 08/29/2023
Scott *******

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

Dear Scott *******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/28/2023 against Window Nation, LLC. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Business Response
Date: 09/05/2023
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. We do have a service date set for September 19, 2023, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished product. We appreciate our customers patience throughout this experience.
Bureau Response
Date: 09/05/2023
Scott *******

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

Dear Scott *******:

This message is in regard to your complaint submitted on 8/28/2023 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. We do have a service date set for September 19, 2023, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished product. We appreciate our customers patience throughout this experience.
Bureau Response
Date: 09/10/2023
Kevin *****
Window Nation, LLC **** ********* ** *** ***
******* ** *****

Re: ID * ******** * Scott *******

Dear Kevin *****:

Thank you for your recent response to Scott *******. 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: 09/10/2023
Scott *******

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

Re: ID * ********* Window Nation, LLC

Dear Scott *******,

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: ###-###-####
Customer Answer
Date: 09/19/2023
The. Ompany has not resolved the problems as promised shall I start a new complaint
Bureau Response
Date: 09/19/2023
Scott *******

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

Dear Scott *******:

BBB is in receipt of your additional information. Please be advised that a new complaint is not needed. It is the policy of BBB to immediately close duplicate complaints. We will reopen your complaint and reach out to the business. Once we've heard back from the business, you'll be informed in writing.
Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Customer Answer
Date: 09/19/2023

Complaint: ********

I am rejecting this response because: The Company has not resolved the problems as promised, shall I start a new complaint

Sincerely,

Scott *******
Bureau Response
Date: 09/19/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****

Dear Kevin *****:

This message is in regard to a complaint submitted to the BBB about your business on 8/28/2023 by Scott *******. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint: ********

I am rejecting this response because: The Company has not resolved the problems as promised

Sincerely,

Scott *******
Bureau Response
Date: 09/19/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******** ** *****

Dear Kevin *****:

This message is in regard to a complaint submitted to the BBB about your business on 8/28/2023 by Scott *******. This complaint was assigned ID *********

BBB has received further correspondence
from the consumer about this complaint. We understand you have devoted valuable
time to this issue and appreciate your previous response, however your consumer
did not agree with your response. Please
take a moment to review and respond to your customers concerns within 5 calendar days.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

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: **************

If we do not hear from you we will close the complaint as
unresolved which may have a negative impact on your BBB rating.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

BBB Note: Our office spoke with Mr. Koustik today @ 3:59 pm. Mr. Koustik advised that a tech did come out today to inspect the windows. Mr. Koustik advised that the tech advised that the widows are not the right windows for the structure of his home.
Bureau Response
Date: 09/22/2023
Scott *******

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

Dear Scott *******:

This message is in regard to your complaint submitted on 8/28/2023 against Window Nation, LLC. Your complaint was assigned ID *********

While BBB appreciates the effort put forth to reach a voluntary resolution on this case, the complaint remains at a standstill.

Unresolved issues can result in a loss of customer goodwill. In an effort to maintain that goodwill and provide an alternative to court, the BBB offers formal mediation.

The mediation process provides for an impartial third-party mediator to facilitate a discussion between both parties so they may reach a mutually agreed upon resolution.

In order to proceed, both parties will need to agree to formal mediation. I am available to answer any questions you may have.

The fee for mediation is $125.00, payable via credit card.

If you would like to Accept the offer to mediate, please inform me within (5) five calendar days, failure to respond will constitute a rejection of this offer.

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: ###-###-####

Business Response
Date: 09/28/2023
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********. Our team is currently working with our customer toward a resolution and is being allowed the opportunity attempt to rectify any mistakes. At this time, we do not believe mediation services are necessary.
Thank you.
Business Response
Date: 10/11/2023
Window Nation has come up with a plan for the one window in question: to install a new primed and painted 1/4" lattice over the existing extension jambs and install a new 3 1/4" casing around the openings to cover the existing opening. The customer's expectation was that he was going to get new buck frames, but they were not sold that way. Window Nation will continue to address all of our customers needs until they are fully satisfied.
Bureau Response
Date: 10/11/2023
Scott *******

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

Dear Scott *******:

This message is in regard to your complaint submitted on 8/28/2023 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 has come up with a plan for the one window in question: to install a new primed and painted 1/4" lattice over the existing extension jambs and install a new 3 1/4" casing around the openings to cover the existing opening. The customer's expectation was that he was going to get new buck frames, but they were not sold that way. Window Nation will continue to address all of our customers needs until they are fully satisfied.
Bureau Response
Date: 10/16/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****

Re: ID * ******** - Scott *******

Dear Kevin *****:

Thank you for your recent response to Scott *******. 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: 10/16/2023
Scott *******

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

Re: ID * ********- Window Nation, LLC

Dear Scott *******,

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:08/26/2023
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.
Window Nation misled us across the board. Starting with the $100 GC to schedule a meeting. They then proceeded to rave about their service department and all the amazing reviews theyve received. The service department is bar none the worst Ive ever dealt with. Next, they raved about the quality of their product. Two windows were installed with cracks. Its been several months of me reaching to to come to a resolution with no success. Sales mislead us, service is horrible, and customer service is the worst Ive ever experienced. I feel I was lied to from the jump. This company should not be in business.
Business Response
Date: 08/31/2023
Window Nation apologizes to our customers for any frustration they've experienced since they purchased windows. Window Nation did a service assessment for the customer on June 23, 2023, and a remake was ordered. Window Nation did reach out to the customer on August 16, 2023, and has set a date for this customer on September 7, 2023, to address any issues they are having. Window Nation greatly appreciates our customers patience and looks forward to bringing them a complete resolution.
Initial Complaint
Date:08/26/2023
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 window nation install 17 windows right before Covid . The sales rep made a mistake and put down 16 . When they came to install they quickly realized same and the site manager had me speak with the contractor directly who in turn asked if they could go ahead and install the 16 there and then , and he would have the missing one to us in a few days . I agreed but that never happened. At first they said they had supply chain issues and due to Covid we gave them the benefit of the doubt . Months went by - I could not use the room with the missing window and had to move my 80-year-old husband who has 1.40 of a right lung left to the front room which is warmer. I spoke with window nations install dept several times and they assured us they would call us when it came in . Then came billing, from their finance department. We explained that the job was incomplete and are still waiting on the install .
They said they’d contact the contractor directly . Still no date given for delivery of the remaining window but they wanted the commencement of payment of the balance . The finance department started harassing us for payment, my husband advised to not continue- we already had put down almost half up front . Each time a different rep from the finance dept calls and send emails weekly . I explain over and over but they say it’s not their business as they are just the financing company and they have paid the contractor at window nation already . Window nation has ignored our requests to have the job finished . They don’t deny or refuse they owe the missing window as it’s in their records but they don’t set up a delivery. They keep telling us someone will be in touch with us for the final installation . Crickets . Window Nations financing department harasses us every few days telling us our credit will be destroyed and my blemish free credit has already took a huge hit . My husband is elderly and infirm and I am his sole caregiver. It’s taking a huge toll on our health
Bureau Response
Date: 08/26/2023
Kevin *****
Window Nation, LLC

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

Dear Kevin *****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/24/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Eileen **********

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

Daytime Phone: ###-###-####
E-mail: *****************************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

We had window nation install 17 windows right before Covid . The sales rep made a mistake and put down 16 . When they came to install they quickly realized same and the site manager had me speak with the contractor directly who in turn asked if they could go ahead and install the 16 there and then , and he would have the missing one to us in a few days . I agreed but that never happened. At first they said they had supply chain issues and due to Covid we gave them the benefit of the doubt . Months went by - I could not use the room with the missing window and had to move my 80 year old husband who has 1.40 of a right lung left to the front room which is warmer. I spoke with window nations install dept several times and they assured us they would call us when it came in . Then came billing , from their finance department. We explained that the job was incomplete and are still waiting on the install .
They said they’d contact the contractor directly . Still no date given for delivery of the remaining window but they wanted the commencement of payment of the balance . The finance department started harassing us for payment, my husband advised to not continue- we already had put down almost half up front . Each time a different rep from the finance dept calls and send emails weekly . I explain over and over but they say it’s not their business as they are just the financing company and they have paid the contractor at window nation already . Window nation has ignored our requests to have the job finished . They don’t deny or refuse they owe the missing window as it’s in their records but they don’t set up a delivery. They keep telling us someone will be in touch with us for the final installation . Crickets . Window Nations financing department harasses us every few days telling us our credit will be destroyed and my blemish free credit has already took a huge hit . My husband is elderly and infirm and I am his sole caregiver. It’s taking a huge toll on our health

Desired Settlement:
Finish the Job

Bureau Response
Date: 08/26/2023
Eileen **********

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

Dear Eileen **********:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/24/2023 against Window Nation, LLC. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Business Response
Date: 08/31/2023
Window Nation apologizes to our customer for any frustration they've experienced during the purchase of the windows, but as the customer said, they did sign for 16 windows, not 17. Please see the attachment. We spoke to the customer on August 28, 2023, and did let them know that we would have sales reach out to them to add one more window to their project. Window Nation appreciates that our customer has given us an opportunity to address their concern.
Bureau Response
Date: 09/05/2023
Eileen **********

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

Dear Eileen **********:

This message is in regard to your complaint submitted on 8/24/2023 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 they've experienced during the purchase of the windows, but as the customer said, they did sign for 16 windows, not 17. Please see the attachment. We spoke to the customer on August 28, 2023, and did let them know that we would have sales reach out to them to add one more window to their project. Window Nation appreciates that our customer has given us an opportunity to address their concern.
Customer Answer
Date: 09/05/2023
With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .

Customer Answer
Date: 09/05/2023

Complaint: ********

I am rejecting this response because:
With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .

Sincerely,

Eileen **********
Bureau Response
Date: 09/06/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****

Dear Kevin *****:

This message is in regard to a complaint submitted to the BBB about your business on 8/24/2023 by Eileen **********. This complaint was assigned ID *********

Why am I receiving another letter regarding this complaint?

We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

How do I see the new information?

If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.

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: **************

What should I include in my response to the consumers rebuttal?

Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

In the interest of time and good customer relations, please respond within 5 calendar days.

How many more times will I have to respond to this complaint?

We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.

Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.

We look forward to your prompt attention to this matter.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM CONSUMER:

Complaint* ********

I am rejecting this response because:
With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .

Sincerely,

Eileen **********
Business Response
Date: 09/08/2023
Window Nation regrets any miscommunications that may have happened during the sale of the customer's new windows. Window Nation is currently working with our sales team, and we look forward to making things right for our customers. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.
Bureau Response
Date: 09/11/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****

Dear Kevin *****:

This message is regarding complaint ID ******** filed on 8/24/2023.

Below are some points that BBB needs clarification on before moving forward.

***BBB Note: Please advise ETA and steps being taken to resolve the consumer's issue.***

Please provide written clarification within 5 business days.

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: **************

Once your correspondence has been received, BBB will continue the conciliation process.

Thank you for your prompt reply.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

Business Response
Date: 09/15/2023
The Window Nation sales department is looking into the best way to accommodate the customer with the last window needed for them. Once that has been established, we will reach out to the customer to provide them with a quote that we hope will work financially for them.
Bureau Response
Date: 09/15/2023
Eileen **********

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

Dear Eileen **********:

This message is in regard to your complaint submitted on 8/24/2023 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:

The Window Nation sales department is looking into the best way to accommodate the customer with the last window needed for them. Once that has been established, we will reach out to the customer to provide them with a quote that we hope will work financially for them.
Bureau Response
Date: 09/20/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** ***
******* ** *****

Re: ID * ******** * Eileen **********

Dear Kevin *****:

Thank you for your recent response to Eileen **********. 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: 09/20/2023
Eileen **********

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

Re: ID * ********* Window Nation, LLC

Dear Eileen **********,

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: ###-###-####
Customer Answer
Date: 09/21/2023

Please find attached the attached form which i stated that we were still awaiting the instillation of the missing window. I found this in my paperwork just recently and had not originally submitted it with the complaint . It is clear in this paperwork we are of the understanding that the other window will be installed as per the company's promise. Window nation has not done anything to resolve getting the missing window installed since you have intervened. They have not discussed or made an arrangement on an installation date with us. The only person that intervened on our behalf was the actual sales rep that sold us the windows. He reached out and was shocked that they had still not made good on installing it like they said they would do. He said he would speak with them and further clarify with them that he had miscalculated the number of windows that was needed and that we had paid the deposit and signed the contract with the understanding that the amount included "All". As explained some windows were smaller than others in the basement and we signed the contract with the understanding that the amount charged was for the complete job to replace all . Whether he was charging for 16 or 17 for the sake of calculations did not matter as all were not the same size .
So I do not understand how you could mark this as being sufficently resolved unless you mean that they responded to you. We have not heard from them since they announced that it was being escalated and their upper management would reach out to us about getting the final one installed . That has did not happened.
What we got was a letter calling the "entire financing "amount due instead . No communication has been received other than this from the company since your intervention. We appreciate you review of this - but there has been no communication directly from the company on a resolution or attempt thereof
Initial Complaint
Date:08/24/2023
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 39 windows installed in our home. A majority of the windows required adjustment once they left because they didn't lock. A majority of the windows installed didn't lock. When the customer service rep came to fix the issue, he spent a lot of time telling us how to do it ourselves. We don't want to do it ourselves. We paid 46 thousand dollars for windows that don't lock. The customer service rep told us we have to push this and pull that and do some acrobatics to get them to lock? WHAT? You can't be serious right? We want the windows fixed to lock and adjusted so that they move easily or we want our money refunded.
Bureau Response
Date: 08/24/2023
Kevin *****
Window Nation, LLC

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

Dear Kevin *****:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/23/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

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: 20###-###-####7

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Shar ******

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

Daytime Phone: ###-###-####
E-mail* *******************

The details of this matter are as follows:

Complaint Involves:
Service Issues

Customer’s Statement of the Problem:

We had 39 windows installed in our home. A majority of the windows required adjustment once they left because they didn't lock. A majority of the windows installed didn't lock. When the customer service rep came to fix the issue, he spent a lot of time telling us how to do it ourselves. We don't want to do it ourselves. We paid 46 thousand dollars for windows that don't lock. The customer service rep told us we have to push this and pull that and do some acrobatics to get them to lock? WHAT? You can't be serious right? We want the windows fixed to lock and adjusted so that they move easily or we want our money refunded.

Desired Settlement:
Other (requires explanation)

We want our windows adjusted to work the way they were advertised or we want a billing adjustment so we can pay someone competent to fix them.

Bureau Response
Date: 08/24/2023
Shar ******

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

Dear Shar ******:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/23/2023 against Window Nation, LLC. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Business Response
Date: 08/28/2023
Window Nation apologizes that our customer has had any issues with their project. Window Nation did speak to our customer on August 24, 2023, and has set a service date for them on September 1, 2023, to address any issues they are having with their windows. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
Bureau Response
Date: 08/29/2023
Shar ******

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

Dear Shar ******:

This message is in regard to your complaint submitted on 8/23/2023 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: 20###-###-####1

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Window Nation apologizes that our customer has had any issues with their project. Window Nation did speak to our customer on August 24, 2023, and has set a service date for them on September 1, 2023, to address any issues they are having with their windows. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
Bureau Response
Date: 09/03/2023
Kevin *****
Window Nation, LLC **** ********* ** *** ***
******* ** *****

Re: ID * ******** - Shar ******

Dear Kevin *****:

Thank you for your recent response to Shar ******. 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: 09/03/2023
Shar ******

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

Re: ID * ********- Window Nation, LLC

Dear Shar ******,

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:08/18/2023
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.
I purchased windows and doors from Window Nation. The windows and doors were installed much later than promised and the company would not communicate with me. I finally reached Window Nation and as compensation for the hardship created by the company for lack of communication and late installation, I was offered a Lifetime Plus Warranty. The Lifetime Plus Warranty waives the labor charge for defects in the products I purchased from Window Nation. I have a black rubber piece which has fallen out of the bottom of the door which was installed by Window Nation. I called the company on August 1 and left a voicemail requesting a return call. Then I called again on August 11 and was transferred to a supervisor. I was asked by the supervisor to provide a copy of the correspondence showing that I was promised a Lifetime Warranty Plus warranty as compensation from Window Nation. I sent this email to the following emails: ******************************** and ************************************ I was promised that I would receive a call back on August 14, 2023 after the supervisor had a chance to speak with the employee who sent the email offering the Lifetime Plus Warranty to me as compensation. However, I was never called back by the supervisor or anyone from Window Nation. Nor have I received an email or text message regarding this issue. I am filing my complaint as I was promised a this product of a Lifetime Warranty Plus for compensation from this company for not doing what was contracted. If I had know that they would not keep their end of the bargain, I would have never accepted this offer as compensation and instead would have asked for the $4000 the employee wrote that this warranty was worth.
Business Response
Date: 08/18/2023
Window Nation apologizes to our customer for any confusion that may have been caused with regard to their warranty. Window Nation's manufacturers offer a limited lifetime warranty on parts (some exclusions apply) and, in this customer's case, a ****** warranty on labor. In ******** terms, our customer will receive any replacement parts at no additional cost, and there is only a nominal trip fee to have the Service Technician perform the work. Window Nation holds that this is what was communicated to the customer at signing and also in the email thread they attached. If the customer has a need for further service work, we will be happy to remedy any of their issues once the trip fee has been paid. We appreciate our customer's business and stand ready to assist them.
Customer Answer
Date: 08/21/2023

Complaint: 20489018

I am rejecting this response because:
I provided a series of emails showing that an employee at Window Nation extended, as compensation, a Lifetime Warranty Plus Warranty. The email offer is clear. This is a breach of Contract and is deceptive business practice. I intend to now also follow thru with complaints against the business license with the **************************** as well as the *** for the State of Virginia within 30 days if Window Nation does not honor this promise which was provided to me in writing. I. My original complaint I attached the series of emails pertaining to this promise.

Sincerely,

**** ******
Business Response
Date: 08/22/2023
We regret that our customer is frustrated by this experience. We have reviewed the attached emails and cannot find anything citing that our customer's warranty was increased from a ****** warranty to a lifetime warranty. Additionally, the employee the customer was corresponding with in late 2021 no longer works with our company, so we are unable to retrieve any correspondence internally. It does appear that the customer's email screenshots are cutting off some of the sentences in the body of the emails. If the customer would be able to provide the emails in a different format that would allow us to review again, Window Nation would be happy to honor any agreement made by a previous employee. At this time, however, we do not have any record of any such agreement. We look forward to resolving this for our customer.
Customer Answer
Date: 08/23/2023

Complaint: 20489018

I am rejecting this response because:
1. I am not responsible if an employee of Window Nation offered a Lifetime Plus Warranty and the managers at Window Nation do not monitor their employee emails.
2. I am not responsible if Window Nation lacks oversite on the emails and/or communications between Window Nation and Consumers.
3. I was told by B ********* that Mr. ****** still works at Window Nation during my conversation with B ********* on Friday, the 11th of August 2023. I sent an email to Mr. ****** and copied *********************************** at the request of *. *********.
4. I am providing the actual text of the emails and to satisfy providing the email in a different format directly in this rejection of your response (per your request). But just to let you know, I have the entire email chain saved and did forward that to ***********************************. Bhenderson also asked me to include Mr. ****** in on the email, which I find very interesting, since you claim he no longer works for Window Nation. Here is a copy of the exact text, dates of the email so that you can refer to that forwarded and attached email chain. This proves that the offer was made.  On Thursday, November 18, 2021, 08:23:47 AM EST, ***** ****** <********************************************************> wrote:

Good morning!
Yes you are correct ,the windows warranty are life time.
The 1-year warranty is for labor ,for example if your warranty expires company will charge $150 per visit.
By me extending your warranty you will have the peace of mind knowing everything is cover at no cost
The value of the warranty you have will cover all parts of the windows and only 1 year of free labor.
Warranty Im offering you will wave all labor fees for x amount of time .

***** ****** | Manager, Install Services
T: ************ | E: ********************************************************

PRIVILEGED COMMUNICATION/PRIVACY NOTICE
The information contained in this communication may be confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this communication is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please re-send this communication to the sender and delete the original message and any copy of it from your computer system.
From: **** ****** <*****************************>
Sent: Thursday, November 18, 2021 6:12 AM
To: ***** ****** <********************************************************>
Subject: Re: window nation

I read the contract, but didn't see that were by limited. by Window Nation, to a 1 year warranty, but I may have missed it. I would be very disappointed in this if this is true, because I looked through the literature I pulled when researching who to call for window installation and it was advertised that Window Nation offer a "Lifetime Plus warranty, so your windows will be protected as long as you own your home. Your windows will also be covered for an additional fifteen years should you choose to sell your home. If your windows need repairs, our team of customer service professionals will work quickly to schedule a time for our service technicians to assess the problem and perform any necessary maintenance." It was also discussed during our initial meeting, as we were asked if we were replacing windows because we are going to sell the house, but we had not decided at that time if our son would move into the home or if we would sell. So, being that we should have this, I do not know this would be an adequate compensation. If this is not included, what is the value of this warranty? In other words, how much do you charge other customers to receive this warranty you are offering and what are the terms of the warranty?

Thank you,

****

On Tuesday, November 16, 2021, 09:43:11 AM EST, ***** ****** <********************************************************> wrote:

Hey Good morning !
Hope everything is well with you and your family .
Looked over the contact and noticed you have a 1 year warranty
As compensation I can upgrade the warranty and give you more years of peace in mind.
Would that be something to consider ? warranty alone you are looking at 3 to 4 thousand dollars

***** ****** | Manager, Install Services
T: ************ | E: ********************************************************

PRIVILEGED COMMUNICATION/PRIVACY NOTICE
The information contained in this communication may be confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this communication is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please re-send this communication to the sender and delete the original message and any copy of it from your computer system.

Sincerely,

**** ******
Initial Complaint
Date:08/18/2023
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.
Not very happy with window nation. They seem to have a problem with measuring windows.. they came out twice and measured the bay window thats in my bedroom and kitchen. They delivered the windows. They did all the other windows in the house or right.. but the bedroom fan window and the kitchen bay window. They went ahead and knocked out the bedroom window.. before they even check the measurement of the window to see if it was right. What happens is the measurements from?. the installer calls his boss, and they tell him to install the windows. And what do you think they do? They use to two by fours underneath the windows to make them fit now thats not what I want it I want windows to fit.. so when I got on the phone with the *******, he told me thats the way it had to be, and was not very nice about it. In fact, treated me like an idiot on the phone like I didnt know what I was talking about.. so now they temporary install them with foam all of the windows because they did a ridiculous thing about taking out the old windows first without checking the measurements. Not very happy with Window Nation right now just the way I was treated over the phone. Now this was their fault not mine and now theyre telling me it could take 4 to 6 weeks for the windows to come in after waiting for weeks for these windows to come in.. you would think they could put a rush on them and make the customer happy but I asked for a phone call back from the customer service and then I got one no.
Business Response
Date: 08/23/2023
Window Nation offers its apologies to our client for any aggravation pertaining to the project. Our objective is to fully satisfy our consumers on the first attempt, and we are sorry that this wasn't achieved in this particular instance. Window Nation was able to put a rush on their windows, and they arrived on August 18, 2023. We have scheduled the service date for September 7, 2023, per the customer's request. ********************** looks forward to providing our customers with a comprehensive resolution and sincerely appreciates their patience.
Initial Complaint
Date:08/16/2023
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.
Back in Feb. 2022 my wife and I made the decision to update our older aluminum style windows for a more energy efficient style window. Keep in mind that we didn't have any problems mechanically with our older windows just that they were dated. We went with Window Nation to replace 15 windows and 1 sliding door. The entire job was done improperly, all my windows were installed with bows in the frames causing, gaps between my screens and widow frames allowing access to bugs, several window frames have cracks and can not be removed or lock properly due the bows in frames. Screens were installed with holes in the material, my sliding door was installed missing the locking mechanism and the screen door was to small so It constantly falls out of the frame. I have made many attempts to contact Window Nation ( through multiple emails and phone conversation) to have all this resolved, but Window Nation as a company has a bad habit of not staying in touch with their customers. They have sent out several managers and contractors to assess the problems I'm having and it has always been determined that all my windows need to be taken out and re-installed. Most recently by a contractor ****** ******* and his crew back in Aug 2022. Supposedly according to *** and Service manager *** *********** all this work was to be done by winter. I have been told that my new frames are at the depot ready for install but here we are a year later and still I have no resolve. I've been trying to contact Window Nation for updates since March 2023 and just like always I never get a response back. The only most recent response I received is that now my remaining balance has been written off. So it seems Window Nation has no interest in resolving this matter, and quite frankly I do not want them at my house any longer. However do have to get my windows fixed and will be bringing in a new company to do so. For that reason I am requesting a full refund from Window Nation. Thank You,*** *****
Business Response
Date: 08/22/2023
Window Nation apologizes that our customer has had any issues with their project. Window Nation did reach out to the customer on August 17, 2023, and will follow up with our customer with how we will address the concerns. We appreciate our customer's understanding.
Initial Complaint
Date:08/15/2023
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 ordered 21 windows from Window Nation on April 2, 2023. We requested that both bathroom windows be frosted/obscured for privacy at the time of the order and then again when the windows were measured. This failed to make it into the order and when installation was completed on May 11, 2023, one bathroom window was not frosted/obscured. When the installation was completed, we flagged for window nation that there were two outstanding issues: one of the pieces that held the window up was not working on one the back windows and our master bathroom window was unfrosted/unobscured. Window Nation sent someone to fix the piece in the back window quickly. However, to date despite numerous calls and emails, our bathroom window has not been replaced. Window Nation has given numerous excuses including that a frosted/obscured window was not reflected in the order and that the work order was closed when the other window was fixed. However, the original order was in error - why would we order just one unfrosted/unobscured bathroom window - and we are now months into this issue with no resolution.
Business Response
Date: 08/16/2023
Window Nation apologizes to our customers for the lengthy delay in resolving their concerns. We pride ourselves on resolving any follow-up service needs quickly and effectively. We regret that this has not happened in this case. Window Nation did speak to the customer on August 16, 2023, and did inform them that we have put a rush order on their final windows and will provide them with an *** once it has been established. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.
Customer Answer
Date: 08/17/2023
We appreciate the businesss prompt response and call but will wait to close this out until the window is installed.
Initial Complaint
Date:08/10/2023
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.
On July 26th a salesperson for Window Nation came to our home and proceeded to spend almost 2 hours going through his sales pitch when all we really wanted was a quote. About 45 minutes in, we assured him that the lifetime guarantee and we didnt need to see any more videos, heat lamp demonstrations or anything else. He kept going anyway. After he finally ran out of words to say, he quoted us a price to replace 4 large windows in the front of the house, taking time to measure, call his manager and plug information into his tablet. We got to a price we could agree upon ($4577) and they pulled our credit and we all signed a contract. Several days later, a technician arrived to take the official measurements for the job. He told me that they could not do this job because the half rounds at the top would have to be replaced and ther was no way around it. I immediately reached out to the local sales manager who seemed concerned and wanted to try and make it right, but nothign happened. After a few more days, the original salesman called back and said he would offer me 50% off of the additional windows. The advertised deal was already 50% off, so this was basically nothing. To make matters worse, the new price was going to be over $8,000. $3500 more than the original quote. This was almost 75% more than the price we agreed upon and signed documents on. So I'm now expected to pay close to double the original contracted price because the salesman didnt know what he was talking about?About a week later, ****** *****, the regional sales manager called and dismissed my entire grievance and acted like he was doing ME a favor by canceling the contract. No effort was made at all to acknowledge the mistake, apologize for the misquote, the pulled credit reports or the 2 hours of sales pitch we endured. The only one who really seemed remosrseful was the tech who came out to measure. He actually seemed to care and want was best for us. Unfortunately the **** stopped with him.
Business Response
Date: 08/10/2023
Window Nation apologizes to our customer for any frustration they have had with the possible purchase of our windows. Window Nation's original quote was only a quote. Window Nation went to the customer's home on August 1, 2023, to do the measurements and found that there were additional costs associated with the project due to separate half-rounds that would need to be replaced if the new windows were installed. Window Nation provided the customer with the updated quote and did offer to work with them on the price, but the customer declined and opted to just cancel the project.
Initial Complaint
Date:08/08/2023
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.
I hired window nation to do my windows on 9/22 they finished the job on 7/23. Nothing i mean nothing went right. I called them about 50 times in the 9 months never reaching a manager. They told me they would call me back. I was offered a discount by a woman in finance that i would pay 2k of my remaining balance. Today i received a letter 3 weeks after they finished the job from their attorney saying i owed 10k. Never heard from a manager. They can make me wait for 9 months for my windows to get done and three weeks to pay. Horrible experience from the beginning.
Business Response
Date: 08/11/2023
Window Nation regrets that our customer has these feelings toward our business and their experience. Window Nation was in communication with our customer on April 18, 2023, to discuss a reduction in balance. The next time we spoke with our customer was on June 29, 2023, verifying that all services were completed. Window Nation was able to speak to our customer on August 7, 2023, and we are working with the customer on compensation for delays during installation.

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