Complaints

This profile includes complaints for Window Nation, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Window Nation, LLC

  8110 Maple Lawn Blvd Ste 300 Fulton, MD 20759-2694

  
• 

  Window Nation, LLC

  575 University Ave Norwood, MA 02062-2654

  
• 

  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation LLC

  8862 W 35W Service Dr NE Minneapolis, MN 55449-6740

• 

  Window Nation LLC

  19 Cobham Drive Orchard Park, NY 14127

  

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:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Page 1:11/21/22 - Ordered 16 custom made windows from Window Nation. 4 front windows were to have the same sunburst grids. 12/28/22 - Salesman's email provided the sunburst grid options "WN got from the factory". Grid approval given for the option whereby the design above the horizontal grid covers the top 2/3 of the glass. The design below the horizontal grid covers the remaining 1/3 (2 bottom vertical grids). 02/24/23 - Day of Installation. Mr. ******* installers' supervisor, was called to advise that the design for the 2 front FAMILY ROOM windows was correct but the design for the 2 front LIVING ROOM windows was incorrect and out of proportion. Mr. ****** stated that ** would correct this issue and that I could hold onto $1,000 until the issue was corrected. 03/01/23 - Mr. ******** text confirmed this agreement. 03/02/23 - Mailed notification to ** of the problem and agreement. ************* signed for the receipt. 05/01/23 - Email from Ms. ********** Install Coordinator, stated she put in my order for the grid pattern alignment and that "Soft-lite, the manufacturer, responded that this grid pattern will not work with the size of glass, the arch would not extend to the top of the glass with the smaller vertical grids." Though this would have been discovered during the production phase, no one advised me of this problem so that I could have 1) opted for grids that would have worked on all 4 windows or 2) opted for no grids on these 4 windows. Instead, the factory erroneously used the sunburst grid template that they custom made for the FR windows to make the ** windows. This caused the alignment problem since the ** windows are higher than the FR windows, though they are the same width. Of note, *************'s 11/21/22 email stated "If there were any changes made to your original order, or we have any follow-up questions, we will contact you." 05/09/23 - As per her request, I emailed "photos of what I wanted": 1) page from salesman's 12/28/22 email CONTINUED

  

  Business Response

  Date: 07/10/2023

  Window Nation apologizes to our customer for any frustration surrounding the project. We have agreed to the customer's request for a credit of $1000.00 on their project on July 7, 2023. We do need our customer to sign off on the mutual settlement so we can process this. Please reach out to Window Nation at ************ so we can complete this.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20260452
  
  Page 1: I reject this because ** agreed to credit my account for $1000. ******* ** requests that I call them so that I can sign off on the mutual agreement so they can process this. That is unsatisfactory. I can sign off here. A credit to a customer's account with an email showing valid written confirmation that their account has been paid in full is a simple bookkeeping entry, just like a payment. It requires no phone call. A *** from BBB appears on my local news channels. She advises customers to get everything in writing to protect themselves. A phone call would not be getting everything in writing and would defeat BBB's goal to promote transparency between businesses and consumers. Please process the simple credit and the simple mutual agreement per my Desired Settlement. I was charged far more than just $500 each for my 4 front windows with sunburst grids. The Desired Settlement on my complaint is more financially advantageous to WN than to me. I am willing to cut my losses so that I can move forward from this nightmare of an experience with WN. I entered into the Agreements with ** in good faith on 11/21/22 and 2/24/23. ** did not reciprocate in good faith. In all my years as a homeowner, I have never had to submit a complaint until now, but ** gave me no choice. On 6/19/23 ********************** Coordinator stated she was "adding my manager @ ******** ****** to this email thread for assistance." Ms. ****** offered me no solution as to how ** would correct the factory's and WN's errors related to the production and installation of 2 front LR windows which deviated from my order. Instead, Ms. ****** reneged on the agreement I made with her own ***** Install, tried to dispose of me and my problem, and then turned me over for collection to ** Headquarters after I did not succumb to her 6/22/23 email requesting immediate payment of $1000 since it had been agreed that I could hold onto this $1000 until WN corrected the issue. Due to my upbringing, multiple college degrees earned, and work experience I acted in an honest, courteous & professional manner towards WN. I did not deserve this treatment. Before submitting my complaint, I perused the most recent complaints against **. Like me Ms. ******** windows were installed Feb 2023 and were wrong just like mine were per her 4/21/23 complaint. Mr. ***** ***** of WN stated ** worked quickly to have their manufacturing partners remake her windows. It did take 3 months but Ms. ****** got her remade windows installed. My remade windows never even made it into production after 4.5 months now since that process hit a brick wall and didn't get passed/past the install **** and Ms. ******* I was given 1 reason why my windows could not be remade on 5/01/23. An entirely different reason was given on 5/30/23 which was questionable on multiple counts. Ms. ******** 6/22/23 email provided no title on **** for her unlike all emails from other ** employees/affiliates. After BBB forwarded my complaint to WN Ms. ****** emailed me on 7/07/23 requesting me to call her. I did not. I informed her that ** was supposed to respond to BBB regarding my complaint and to please advise ** that all contact should be made through email. Ms. ******** 7/07/23 email revealed that Ms. ****** is the Production Manager. That is very telling since Mr. ******** 3/01/23 text which confirmed our agreement also stated "The production manager is already working on it". The sequence of events in my case gives the appearance that Ms. ****** had already decided how she was going to handle the remaking of my windows. Yet, after all that had happened, WN apologized for nothing more than "frustration surrounding the project". Please offer no apologies.
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 07/14/2023

  Window Nation regrets that our customers have these feelings toward our business and their experience. Window Nation did call the customer on July 6, 2023, and July 7, 2023, to advise the customer of our intentions to waive her balance. Window Nation was not aware that our customer wanted all communication in writing. We did draft up the mutual settlement as per the customer's request and will email it to our customer on July 14, 2023. ********************** appreciates our customer's patience and hopes that this addresses their concerns.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20260452
  
  I am rejecting this response because the problem with my windows was in the process of getting fixed. But it took a sudden turn for the worse when it reached the *********************** and Ms. ******** ******, the Production Manager. But I do not understand why. I purposely kept my Desired Settlement simple so that this matter could be resolved. But Window Nation's responses keep complicating the situation. **'s strategy has once again been to make this conciliation process complicated. Therefore, I require additional time to provide a response as to why **'s 7/14/23 response is unsatisfactory. I am requesting BBB to please provide me an extension since BBB has offered this to other customers.

  I am also requesting ******************** to please clarify exactly how BBB calculates "within 5 calendar days" since this phrase is ambiguous. For example: BBB sent me an email on 7/10/23 at 2:17 P.M. notifying me that I had a new message, which was **'s formal response to my 6/30/23 complaint. 5 days times 24 hours equals 120 hours. Should I have added 120 hours to this date and time to have determined the due date of my response to BBB which would have been 7/15/23 at 2:17 P.M.? Or should my response to BBB have been submitted by 7/14/23? If so, at what time? By the end of BBB's business day? Or by 11:59 P.M.? Or when? To be safe, I submitted my response on 7/13/23.

  Would BBB also please advise me of the exact date and time that my response after my extension will now be due by?

   

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

  Customer Answer

  Date: 07/24/2023

  Attached please find my 4 page rebuttal response.

   

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

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20260452
  
  I am rejecting this response because: Please see attached 
  
  Sincerely,
  
  *** *********

  Customer Answer

  Date: 07/25/2023

  I worked hard on my 7/24/23 Rebuttal Response. Unfortunately, I missed the following 2 typographical errors:

  On Page 1, Paragraph 3, Sentence 5, the word "unavailable" should be "available".

  On Page 2, Paragraph 3, Sentence 2, the word "Agreement" should be "Settlement".

   

  Sincerely,

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

  Customer Answer

  Date: 07/28/2023

  I am rejecting BBB's Offer to Mediate because of the following reasons. About 2 hours after I sent my 7/18/23 Rejection Response, BBB replied and stated that they were "willing to provide a 7-day extension to provide a more substantive rebuttal response. That means that we should receive your official written rebuttal response by the close of business on 07/25/23." But when I logged on before keying in my Response, I noticed an entry on the bottom that "BBB has determined that the business made a good faith effort to answer the complaint and has now closed it." I do not know when that was done since I didn't receive such notice and my ******************** does not indicate this. I strive to be the best person that I can be. I am a teller of the truth and do not bear false witness. My 2 page ********* submitted on Fri 6/30/23 was sent to Window Nation by BBB on Wed 7/05/23 and contained statements of fact arranged in chronological order for which I have supporting documentation. My working career required attention to detail and documentation. WN's 7/10/23 Response to BBB did not refute one fact and appeared to agree to my "Desired Settlement" within my *********. But it was conditional so I rejected it within my 7/13/23 Response to BBB. WN's 7/14/23 Response to BBB appeared to be "a good faith effort to answer the complaint" (BBB's words). But this is WN's modus operandi. In actuality, IT WAS A BLATANT MISREPRESENTATION OF FACT. I never agreed to **'s 7 Terms and Conditions within **'s drafted Settlement. I uploaded my "official written rebuttal response" to BBB on 7/24/23, one day before it was due. I live a simple life. I do not like conflict. I like peace and serenity. I choose happiness. Life is hard. To get along in this world one must compromise, which I have always done. However, I have learned to only take a certain amount of nonsense from people and then to walk away. There are plenty of nice people in this world so I do not subject myself to that other type of behavior. Dealing with ** through BBB's conciliation process parallels dealing with an abusive partner who uses tactics of pressure, intimidation, manipulation, power and control, etc., to get their way. The actions and inactions of Ms. ******** ******, the Production Manager, are unexplainable. But ** knows that what she did was wrong and illegal. That explains why ** has treated me differently than other customers during ********************'s conciliation process. I have learned to be a very good analyst. My "Desired Settlement" is a very fair and reasonable resolution. It is more than fair to WN. Its acceptance would have allowed me to "move forward from this nightmare of an experience with WN". But ** could not/would not do that by agreeing to my "Desired Settlement". which speaks volumes about their character, as evidenced by their customers' complaints on ********************'s website. I am grateful for BBB's efforts to date, and for BBB's Offer to Mediate. But common sense along with WN's modus operandi and nonsense prove that mediation would not be successful in my case. Therefore, I am disappointed to state that I must reject BBB's Offer to Mediate.

   

  Sincerely,

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

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:

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

  I am rejecting BBB's Offer to Mediate because of the following reasons. About 2 hours after I sent my 7/18/23 Rejection Response, BBB replied and stated that they were "willing to provide a 7-day extension to provide a more substantive rebuttal response. That means that we should receive your official written rebuttal response by the close of business on 07/25/23." But when I logged on before keying in my Response, I noticed an entry on the bottom that "BBB has determined that the business made a good faith effort to answer the complaint and has now closed it." I do not know when that was done since I didn't receive such notice and my ******************** does not indicate this. I strive to be the best person that I can be. I am a teller of the truth and do not bear false witness. My 2 page ********* submitted on Fri 6/30/23 was sent to Window Nation by BBB on Wed 7/05/23 and contained statements of fact arranged in chronological order for which I have supporting documentation. My working career required attention to detail and documentation. WN's 7/10/23 Response to BBB did not refute one fact and appeared to agree to my "Desired Settlement" within my *********. But it was conditional so I rejected it within my 7/13/23 Response to BBB. WN's 7/14/23 Response to BBB appeared to be "a good faith effort to answer the complaint" (BBB's words). But this is WN's modus operandi. In actuality, IT WAS A BLATANT MISREPRESENTATION OF FACT. I never agreed to **'s 7 Terms and Conditions within **'s drafted Settlement. I uploaded my "official written rebuttal response" to BBB on 7/24/23, one day before it was due. I live a simple life. I do not like conflict. I like peace and serenity. I choose happiness. Life is hard. To get along in this world one must compromise, which I have always done. However, I have learned to only take a certain amount of nonsense from people and then to walk away. There are plenty of nice people in this world so I do not subject myself to that other type of behavior. Dealing with ** through BBB's conciliation process parallels dealing with an abusive partner who uses tactics of pressure, intimidation, manipulation, power and control, etc., to get their way. The actions and inactions of Ms. ******** ******, the Production Manager, are unexplainable. But ** knows that what she did was wrong and illegal. That explains why ** has treated me differently than other customers during ********************'s conciliation process. I have learned to be a very good analyst. My "Desired Settlement" is a very fair and reasonable resolution. It is more than fair to WN. Its acceptance would have allowed me to "move forward from this nightmare of an experience with WN". But ** could not/would not do that by agreeing to my "Desired Settlement". which speaks volumes about their character, as evidenced by their customers' complaints on ********************'s website. I am grateful for BBB's efforts to date, and for BBB's Offer to Mediate. But common sense along with WN's modus operandi and nonsense prove that mediation would not be successful in my case. Therefore, I am disappointed to state that I must reject BBB's Offer to Mediate.

  Regards,

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

• Initial Complaint

  Date:06/22/2023

  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 December 27, 2022 me and my husband ordered six windows and two sliding doors. The total was $12,900. On the day of the sale we paid upfront $6,000. Installation was done on April 15, 2023 We specifically asked salesman **** ******* that we were looking for foam filled aluminum frames for higher thermal and sound efficiency. He stated that that is what we were going to get. In addition, **** stated that wood under the sliding doors looks rotten and it will be replaced during installation. In our master bedroom he stated that our windows looked very old and most likely there is moisture inside the walls. He stated that if there is any moisture or wet wood, new wood will be installed and insulation added if any is missing or wet These were the main reasons we went with Window Nation! During installation contractors didn't know they were supposed to replace the wood. They said this extra job is not on the work order, they will not do it. I contacted ***** *******, operation manager immediately. Couple days later we had a conversation and ***** stated that they never replace rotten wood as its too expensive and they never carried foam filled aluminum doors or windows! In next conversation he said he is done with me and they were not going to replace or fix anything. Later, their accountant contacted us asking to pay the balance. In return to our explanation of the problem she threatened to put the balance in collection and hold us liable for accusing their salesman. Then, their attorney sent a letter with the statement that if the balance is not paid with another $2300 for attorney fees there may be further action taken against us. We are left with no help from the company and feel highly mistreated!!! We ask Window Nation to do what was told to us by Make ******* at the time of the sale:install high quality foam filled aluminum framed windows and sliding doors with argon, replace old wood under the sliding doors, provide lifetime warranty

  

  Business Response

  Date: 06/28/2023

  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 customer's assertions, however, as the service matters would fall under our normal service & warranty specifications and require payment prior to activating a 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. 

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20216983
  
  I am rejecting this response because:

  The response from Window Nation team again serves as a  proof that they are ignoring and don't pay attention to customer concerns and complains. Their response is about the warranty and they skipped our first two main complains that they are refusing to admit and  deal with as a business!!!!!  Therefore, repeating it again for them!

  Main complain was about replacement of the product and the wood to what was stated by their salesman during the sale. These two complains have been ignored by operation manager *****, who stated : "I'm done with you" during my complain

  We specifically  wrote in our complain that Window Nation salesman misrepresented information during the sale. We are insisting that window Nation takes the responsibility for their unfair and untruthful practice during the sale as the salesman **** ******* is their employee. We ask that they install what was stated and showed in the brochure by their salesman **** ******* during the sale, specifically:

  
  1. foam filled aluminum framed windows and sliding doors. Their representative, **** ******* stated that that is what we were going to get. **** gave us an estimate for installation over $20,000, then dropped to $12,900 and probably forgot to mention (exidently or intentionally) that this price if for vinyl as in this case we would not have  proceeded with the purchase and he knew that.

  In addition, in the contract it doesn't state that the product is vinyl.  Window Nation salesman did not specify that the product is vinyl (again exidently or intentionally) so we are, as customers, automatically assume that what **** stated during the sale is what we were going to get, specifically foam filled aluminum framed windows and sliding doors. 

  Our second complain that was again ignored is:

  2. Replace wood under the sliding doors that was  stated during the sale by the salesman. While standing on our deck, **** stated that our wood looks rotten and it will be replaced during installation, which didn't happen. In addition, during my second conversation with **** about this issue after installation, he stated that he will send somebody to check the wood. When I mentioned it to operation manager *****, he stated that they DO NOT REPLACE THE WOOD AND NEVER DID AS ITS TOO EXPENSIVE. Therefore, I take Mikes response to send somebody to check the wood as another misrepresentation to the customer!!!

  The payment that is demanded by Window Nation attorney in his letter that is in addition looks like a threat with a lawsuit, can not be made at this point as Window Nation has to provide the job and services that was stated during the sale. Again, we are as a customers, are not satisfied with the product as it was not what we discussed during the sale as well as the improper installation of the sliding doors over the old wood that had to be replaced according to **** ******* statement! We did not sign the completion sheet and  therefore Window Nation doesn't have our signatures and our consent that we are satisfied with installation.

  We are asking Window Nation to take the responsibility for their salesman misrepresentation, stop ignoring their customer complains, now even in writing, and  take an action of helping their customers to resolve the complain instead of demanding the payment!!!

  We are extremely unsatisfied, feel mistreated and threatened by the business staff as we have never received such an unprofessional and threatening attitude from any business during our almost 20 year residency in *****************. Our hope is that this business will stop mistreating their customers as, according to other multiple reviews (copies of which we have as a proof) there has been misrepresentation during the sale not only with us!!! Therefore, we are not the first ones who got mistreated.  Which makes us think that this is Window Nation regular way of doing business 

   

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

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

  

  Business Response

  Date: 07/08/2023

  Window Nation regrets that our customers have these feelings toward our business and their experience. As stated in our previous response, Window Nation installed seven windows and one sliding glass door on April 15, 2023, as per the signed contract by our customer. ********************** is prepared to assist our customers once the outstanding balance is paid. We appreciate our customers understanding.

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are two outstanding contractual issues that have not been resolved after installation of new windows in our home.First, the sales representative, *** ******, sent an electronic copy of the warranty information (5-star lifetime with glass breakage and rescreening) and stated a hard copy with our names would be mailed in a few weeks. We never received the warranty documents, so we followed up with the customer service department. The representative stated the warranty provided by our sales representative was not valid and provided different warranty document (4-star, 5-year labor) with a much shorter duration and less coverage. The warranty was a large part of why we decided to purchase from Window Nation and provide considerable value to the overall contract. These ************* tactics are tantamount to contractual misrepresentation.Second, before installation, we received a mailer from Window Nation advertising 5-year interest-free financing. This was a longer term than the 2-year financing than we originally received from our sales representative. We reached out to ask about to longer term financing, and he informed us that we could get the 5-year financing with an increase in the overall cost. He then provided a Change Order for us to sign, which we did. However, the financial service company never received the change order from our sales representative, so they cannot process the change.I have made dozens of attempts to contact our sales representative, *** ******, and the sales manager, ****** *****, over the past several months, but neither will respond to calls, texts, or emails. I have spoken to several customer service representatives within **********************, including ***** *********, who assured me that someone will get back to me. They did not.I am seeking resolution by either 1) Window Nation honoring the two outstanding contractual requirements, or 2) a reduction in overall contract value commensurate with the change in warranty coverage.

  

  Business Response

  Date: 06/27/2023

  Window Nation apologizes to the customer for any miscommunication concerning the warranty and balance. Window Nation spoke to our customer on June 21, 2023, and did update the customer that we will be providing them with the lifetime warranty and adjusting the loan balance to the correct amount. Window Nation appreciates our customer's patience as we rectify these issues. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20214571
  
  I am rejecting this response because there has not been any actions or further communication since June 21, 2023. I will continue to reject responses until the issues are solved.
  
  Sincerely,
  
  *********** ******

  

  Business Response

  Date: 06/30/2023

  Window Nation updated our systems on June 28, 2023, to reflect the lifetime warranty and has requested a hard copy be mailed out to the customer on June 29, 2023. ********************** did receive the correct signed documents from our customer on June 28, 2023, and we are currently working on correcting the finance that the customer was promised originally. ********************** appreciates our customer's patience while we work on addressing all of their concerns.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20214571
  
  I acknowledge the communications and efforts of Window Nation, but I am rejecting this response because we still have not received the warranty documents. I will accept the response when the hard copy of the warranty is received.
  
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20214571
  
  I am rejecting this response because:  
  
  I acknowledge the communications and efforts of Window Nation, but I am rejecting this response because we still have not received the warranty documents. I will accept the response when the hard copy of the warranty is received.
  
  Sincerely,
  
  *********** ******
  
  

  

  Business Response

  Date: 04/02/2024

  Mr. ****** received the warranty hard copies and sent us confirmation on 8/16/23. We appreciate Mr. ******** patience in our delay sending him the requested paperwork. 

  
  

  Customer Answer

  Date: 04/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:06/20/2023

  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.

  This company Window Nation is very unprofessional set up for May 27th and June 3rd no show no call. Called for piece to be installed outside window no call no show. I think that this company is the worst reach out to management about complaint don't call back tries to avoid never experience nothing like this. I should get a refund for all this headache.

  

  Business Response

  Date: 06/20/2023

  Window Nation apologizes to our customers for any frustration surrounding delays with their installation. Window Nation has already provided our customer with monetary compensation for a missed installation date. Window Nation appreciates our customers and hopes that they look forward to many years of enjoyment with their new windows.

  

  Business Response

  Date: 06/23/2023

  Window Nation wrote off a total of $250 as a good faith gesture for the missed appointment. This was deducted from the total balance due. The customer signed a settlement agreement acknowledging this plan of action on June 14, 2023. 

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ***** sale person comes out advise me I have 8 windows In front of my home but when the guy come to do the measurements he tells me hey you only have 6 windows not 8 where are the additional windows in like there 3 I didnt choose to have done because theyre at the back of the house ***** ***** calls back tells me he see my changes to contract Im like u told them I had 8 but I only had 6 so if I want the 9 widows one small widows size of a bathroom window would be 1000 a widow. Mind u this window is small I just want my 500 back at this point no work has been done you guys call me 10 days later to tell me this

  

  Business Response

  Date: 06/23/2023

  Window Nation was able to accommodate our customers by providing them with an additional window at no cost to them. Window Nation sincerely appreciates our customers and thanks them for their patience while we worked on a resolution for them.

  Customer Answer

  Date: 06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The contractors who installed my windows in June 5th and 6th, 2023 caused structural damage to my house to the point the side door no longer closes properly. They did not put the proper support under the bay window so it is now leaning and slowly tearing out my wall. The installation manager **** came June 12th, 2023 and confirmed the complaints were legitimate and promised the errors would be corrected. I heard no word for 50 hours, including no emails or phone calls, before I called myself. The customer service representative Latina was extremely rude and seemed to imply she would withhold fixing the problem because I was upset about the original contractors being the team to come and correct the error. It has now been 24 hours and I have not been contacted again. I have called **** directly and the calls were not answered.

  

  Business Response

  Date: 06/22/2023

  Window Nation apologizes to our customer for any frustration surrounding the project. Window Nation did schedule a service date of June 19, 2023, where we were able to add support kickers for the customer's bay ********************. ********************** also did a walk-through with the customer, addressing any other installation issues that were found. Window Nation did order one new sash and three broken locks for the customer, and once we have an ETA, we will update them accordingly. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending the arrival of the replacement materials.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3, 2023, a sales ***resentative from Window Nation came out to give us an estimate for windows. During the appointment we told him we were not ready to move forward on anything as we needed to go over our other finances and make sure it is something we could afford before committing to anything. We really just needed an estimate so we know what to expect when we are ready. The sales *** insisted on us signing the contract to "lock in" the price. He told us that we had 3 days to decide and no financing would be started until we gave the okay. He stated we would not be liable for anything. The next morning (May 4th) I emailed the *** and told him we needed to cancel the contract due to our finances not being ready. He said he would let everyone know. Later, I received an email from ************** asking me to sign and confirm the sale. I did not. I called the *** and he said he did not let the financing **** know, so they ran the financing application. He said everything would be canceled. On May 14th I received another email from Synchrony to activate my credit card. I called them and they told me Window Nation charged me $13,700. I canceled the Synchrony account and contacted ********************** again. I was told by customer service that the sales manager would contact us to resolve everything but that still has not happened. We are very upset as this has affected our credit score and is now hindering us from purchasing windows for our 113 year old farmhouse.

  

  Business Response

  Date: 06/13/2023

  Window Nation apologizes for any frustration that may have been caused during this experience. When our prospective customer opted to try to secure financing through a banking institution, a signature was given to attempt to secure funds. At that time, the customer's credit would have been impacted, but this is explained in the home and occurs with any company when trying to secure funds. Window Nation did cancel the customer's contract per their request, but we do not have the ability to remove any inquires nor did Window Nation operate in a way contrary to what our prospective customer agreed to. ********************** apologizes again for the confusion or frustration when applying for financing, however we are unable to assist with their request at this time. 

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov 2022, we had our sliding glass doors replaced by Window Nation. The glass has a warranty through the manufacturer, ********. May 14, my husband was mowing grass and pebble hit one of the sliders, shattering the glass. We reached out to ********, who informed us that we needed to work with the installer--Window Nation. After several emails and phone calls, Window Nation reached out to us to discuss the damage. We were on our way out of town and were told to call back the following week to set up a visit. We did. But the phone numbers were incorrect. The first number (the one in caller ID) was a tech help desk with a full mailbox. Second number was a person on maternity leave who left no numbers in her voice mail for contacting someone at Window Nation for help. We finally called the general customer service number and spoke with Nahli who informed us that ***** was our contact. Nahli sent ***** an urgent email to contact us about repairing the window. That was June 2. We have heard NOTHING from Window Nation regarding the damaged window despite several emails and phone calls. The only response that we have received is about installing two additional windows that were mismeasured (August 2022) and manufactured incorrectly. We refused to have them installed in Nov 2022. We were told then that Window Nation would send someone to come and remeasure in Nov. Again, after numerous attempts to contact the company, we heard nothing. Now that we need to have an installed window repaired, Window Nation wants to come remeasure and sell us two new windows. They refuse to address the damaged window or schedule a time to have it replaced. The window is under warranty against small rock damage. We are willing to pay for labor and perhaps even the glass itself. But we need the company to come and fix the window. The shattered glass is a safety concern.Any help that BBB can offer us in getting the shattered window replaced will be much appreciated.

  

  Business Response

  Date: 06/19/2023

  Window Nation apologizes for the delays and inconveniences our customer has experienced during this project, along with the lack of communication. Window Nation did speak with the customer on June 15, 2023, and has updated them with an estimated ship date of June 26, 2023, for the parts needed to complete their project. Window Nation remains committed to helping our customer, and we are grateful for their patience throughout this project.

  Customer Answer

  Date: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate that they finally communicated with us about the broken window.  They did call to say the window was ordered, they did not give me the 26 June estimated delivery date.  Until the window is successfully installed, we do not consider this complaint resolved.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/09/2023

  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 came to my home last Tuesday May 31 st to repair my windows. They left my house in complete disarray including paint on nearly every wall (which is against the contract) , they broke my toilet, they burned my electrical outlet, handprints in paint on my windows, left nails everywhere, Im still finding trash from them a week later, and by admission of their own inspectors did a crappy and messy job on my window sealant. The people in sales management I have spoken to have agreed that the damage was not part of my contract. The installation manager claims that the damage to my home is part of the contract. They had an inspector come to my home and the inspector said it was the worst job he had ever seen. I paid in full by check and they hsvd already cashed the check. I really really really need help here. This is just the pictures of the major stuff. Please help me

  

  Business Response

  Date: 06/15/2023

  Window Nation apologizes to our customer for any frustration surrounding the project. Window Nation did have a scheduled service date for June 14, 2023, where we were able to address the majority of the customer concerns. ********************** will go back out on June  28, 2023, to complete all services that were requested. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution

• Initial Complaint

  Date:06/07/2023

  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.

  Hello. This is actually a follow up on a complaint submitted last year (#********). Briefly, Window Nation placed 8 new windows in January 2021. By May 2022 (roughly) windows weren't opening/closing well. It took several months (until November 11, 2022) to have someone "repair" them. Since then, 2 of the 8 windows are working decently well. (These are the ones I open most often.) Two other windows I have been able to open/close but with some difficulty. However, this morning, I was NOT able to fully close one of these two windows; as of this writing, that window remains partially open, but not by choice. I avoid opening any of the other 4 windows due to fear of not being able to close them. So, out of 8 windows, I have two that are working somewhat well.I am requesting a FULL REFUND as I will have to have all the windows replaced again by another company. NOTE that last year I had multiple conversations with ** to try to solve issues, and the only result I got (after filing a complaint) was a sub-par repair that has now led to this situation. Due to my poor experience the last 2 years (with multipe problems before submitting a BBB complaint) and lack of confidence in this company, I am opting to reach out to BBB directly this time rather than trying to reach the company. Thank you.

  

  Business Response

  Date: 06/12/2023

  Window Nation apologizes to our customer for any frustration they may have endured during their project. Prior to receiving this complaint, Window Nation was unaware of any remaining service needs our customer may have had, as we had not heard from our customer since September, 2022. ********************** does not wish any of our customers to have problems or concerns with their products; however, the company offers and stands behind its warranty in order to move to action in the event it is ever needed. Window Nation will work to help our customer resolve any remaining concerns that have been left outstanding, but we will not be offering a refund at this time. Our teams have reached out to our customer to facilitate a plan of action. We look forward to hearing back from our customer to expedite a resolution. 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20154693
  
  I am rejecting this response because:
  

  The answer does not address my complaint. I have 2 windows that work out of 8, about 6 or 7 months after the "repair" done in November 2022.  I have one window that gets somewhat stuck, but so far I've been able to close with some effort. I have one window that I was not able to completely close on my own and had to wait for someone to help me. I have avoided opening the rest of the windows out of fear that I won't be able to close them. This is only a few months after the repair in November 2022. Note that I initially reached out to ** around June 2022 to request a repair, and it took several months to have the windows "adjusted" and not completely repair. I reject any offer from ** to complete further repairs due to the poor experience with their service and their product during the time I have dealt with them. I request a refund so I can have the windows replaced by a reputable company. Thank you.

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

  

  Business Response

  Date: 06/17/2023

  Window Nation regrets that our customer have these feelings toward our business and their experience. Our goal is 100% customer satisfaction. ********************** has reached out to the customer to schedule service for their ********************* and is confident that any and all issues will be addressed. We appreciate our customers and look forward to making sure all of their needs are met.

  

  Business Response

  Date: 06/23/2023

  We have been unsuccessful thus far at coordinating the opportunity to schedule a service appointment to assess and address any existing issues. We would welcome the opportunity to do so, however, we have been unsuccessful in reaching the customer via phone or email. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20154693
  
  I am rejecting this response because:  

  Hello,

  I am responding to the message indicating the complaint has been closed. I have been in communication with WIndow Nation, however the issue has not been solved. I am not sure if there is a way to indicate that in the records.

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

  

  Business Response

  Date: 07/07/2023

  Window Nation did receive a response from our customer on July 4, 2023, advising that she would accept a service call to assess and repair her windows. Window Nation reached out to customers on July 7, 2023, asking for dates that would work best for them. Window Nation appreciates our customers and looks forward to resolving any issues they are having with their windows.