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

  1070 N Farm Rd Unit 1 Wallingford, CT 06492-5931

• 

  Window Nation Cincinnati

  11935 Tramway Dr Ste B Ste B Cincinnati, OH 45241-1687

  
• 

  Window Nation

  2940 N State Highway 360 STE 300 Grand Prairie, TX 75050-6424

  
• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

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:05/08/2023

  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.

  My contract with Window Nations was signed on 6/24/2021 with an anticipated installation date in September 2021. Installation began in January of 2022 and since August of 2022 I have been trying to work with them to resolve an issue with a sliding glass door which I was told by them did not have the correct glass (this was not my original door ordered since my original door was discontinued at some point of time between my purchase and them actually being able to install the door). After three failed attempts the replace the glass (the contract specifically apologized the last time stating that he had actually measure the glass itself to ensure that there would be no more mistakes in ordering the replacement glass). Since then, I have spoken the Ashland, her direct supervisor, and then the General Manager when I refused to sign a settlement document removing the cost of the slider from my total bill but the sliding glass door which would not have a warranty. Since the door already is falling apart I declined to sign the document and since then they have now sent me to collections. My financing has since expired so now I will need to reapply (affecting credit) and pay a higher interest rate (be aware of this because I am not the only person that this has happened to because of the amount of time it takes them to complete a job to the satisfaction of their customers). I also had them come out last fall when my living room windows were leaking, and I was told it was because of the way I had my sprinkler facing the house. Well, I am watering my grass again this year and the window has leaked again. Not sure if anyone else has been told to make sure that they dont spray too much water on the windows because if the water hits a specific way, your windows will leak. So, if you want a company who stands by their product, their contractors, and timeline commitments/financing terms this is not the company to deal with.

  

  Business Response

  Date: 05/12/2023

  Window Nation apologizes to our customer for any frustration surrounding the project. Window Nation has been working with the customer; our last communication was on April 24, 2023. The customer advised us that she would not be paying for their project; we have offered to remove the cost of the door or replace it with a different glass. Window Nation reached out to the customer on May 9, 2023, to service the leaking window. We are waiting for a response from our customer. ********************** will continue to follow up with customer to come up with an amicable resolution.

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am more than willing to work with them to resolve the issues.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract signed with Window Nation 3/29/21. I wanted full replacement windows not inside pocket windows. At signing, I did not know the difference between these two types of replacement windows. I showed the salesman the windows I had replaced a few years prior-it was obvious what type I was requesting. Finally, ****** date arranged for install- two men showed up and refused to do the install without scaffolding. Rescheduled install date, "with their BEST installers" was September. 3 men showed up without scaffolding and took ALL day to install. It was a drizzling rainy day and the ******* had a ladder placed on my wood deck that was not secured and I heard a loud boom. The large man fell appox ***** feet on to the deck. He told me he was fine and continued to work. The fall caused my wood deck to break away from the wall and collapsed 4-5 inches down. I did not sign the completion form. *****, the head of installation, came out in October. I pointed out: the damaged deck, the black handle on a white door and asked why there are holes in the window ( weep holes) and learned what pocket window were. I had secured a loan with ************** when I signed the contract. Window Nation apparently called Synchrony for payment & was paid. Numerous phone calls with **************** took the payment back. January 2023 they sent a repair person out to replace the black handle, fix the screen on one window that was installed upside down, measure for a new FULL tear out window in the bedroom AND to check why water and ice was accumulating in the door track. He found the weep hole was sealed shut and he unsealed it. Copious amount of water poured out of the weep hole. **** *. called Monday and date made for today to discuss- per usual he didnt ******* research - weep holes should not be covered as water will cause wood rot, mold, structural problems. I now have water accumulation in my crawl space. Thus the reason for my contact of BBB today.

  

  Business Response

  Date: 05/11/2023

  Window Nation apologizes again for the inconveniences our customers have experienced during this project. Window Nation did speak with the customer on May 10, 2023, and will be remeasuring all of the customer's ********************* on May 17, 2023; once completed, new windows will be ordered, and during installation, weep holes will be checked for clogging and any damage to property. Window Nation will also reimburse the customer for any damage done to the deck. Our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

• Initial Complaint

  Date:05/04/2023

  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 Sept. 2020 we hired Window Nation to install 12 windows. They scheduled to come out May 2021. When they arrived, they installed all windows except for the half round. They said they didn't have the trim. After the windows were installed, we noticed the sashes were scratch and there were finger prints on the inside of the window panes. We called them and they did reorder new windows to install. On June 28th 2021, they contacted me by email and said they were on back order. Finally we received more windows however, they all had the same issues as the other windows. On Dec 2021 we were still waiting on the same amount of windows, Livingroom frame was not square nor did they put foam insulation in them. After 10+ visits to my house, we are no closer than we were when we started. Received a call in Dec 2022 saying our windows were in. After the manufacture checked them before giving them to me, he also said this round was defected as well. Today is May 3 2023. I still have windows that are defected. I want to cancel our contact. I will need to find a new company to fix this mess.

  

  Business Response

  Date: 05/11/2023

  Window Nation apologizes to our customers for the lengthy delay in resolving their concerns. Window Nation spoke to the customer on May 9, 2023, and has scheduled a site visit for May 10, 2023, where we will take measurements and reorder new windows that the customer has agreed to. ********************** will continue to update the customer until we have addressed every issue. Window Nation appreciates the customer's giving us the opportunity to resolve all of the issues they have had.

  Customer Answer

  Date: 05/11/2023

   
  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. I have agreed to give the client one more chance to make things right.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/2023 Me and my husband decided to see what window nation had to offer we were like that's too much so then he quoted almost over $6000.00 I still thought it was too much so the salesmen act like he gave us a discount so he said he needed $3200.00 so he measured the windows and said another person would be out to take another measurement .So after he left I told my husband that's still too much for windows and just get kitchen and sliding door so I contacted the salesmen and told him we don't want the basement windows just the kitchen window & the sliding door so he said OK let him figure out the total but he still kept coming up with too much money so when he finally,, figured it out he said OK it was over $6000.00 I still said that was too high there website was no where near that much so I told him he history come down on the price because their website said between $300 to *******. So where they got almost seven thousand from when we only wanted kitchen window and a sliding door. So I tried to call them and kept getting the run around so when I finally did told them we wanted to cancel the lady had a nerve to say we couldn't because we would be paying them more money if we canceled. So after the gentleman came to take another measurement, they sent us a email saying on 3/21 they were coming out to install the windows and if we canceled their appointment we would have to pay a $350..00 cancelation fee I was like they must be crazy because we had been calling and calling them. Then they called and said they had to cancel they didn't say why, or nothing so they should have paid us the $350.00 fee. So we haven't heard anything my husband called the salesmen and told him we wanted our money back he said that's not gonna happen my husband said what do you mean do I haveto get a lawyer so then he said let me call them and we still haven't heard anything all we want is our money back so we can find someone else.

  

  Business Response

  Date: 05/11/2023

  Window Nation apologizes to our customers for the delay in completing their project. This was a result of the State of Delaware changing its lead safety procedures and requirements. Window Nation spoke to the customer on May 8, 2023, and has scheduled installation for May 19, 2023. We do apologize that this information was not given in a timely manner to the customer concerning these changes in lead safety. Window Nation will be more than happy to discuss compensation or any reductions once the customer's installation is completed.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20015504
  
  I am rejecting this response because:
  They want to wait until they install the kitchen window and sliding door to give me a reduction that is crazy why not tell me the reduction before they start it, if not we want all of our money back and go elsewhere, because not once did they tell us why they cancelled no call no email nothing and way before that I have tried several times to get the cost lowered but no one till this day have respond and to tell us what are we paying for because if you look on their site the price is no where near what they quoted us, I dont understand what are we paying for , the cost is almost seven thousand dollars and thats ridiculous so either they need to come way down on that price because there site quote something way way lower or give us all of our money back which was $3200.00 . They are a ripoff and very unprofessional. And there was so much air coming thru our window when it was cold that our heating bill went up. I am so done with them
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/19/2023

  Window Nation apologizes again for the delays our customer has experienced. Their installation is scheduled for May 19, 2023, and Window Nation believes it was forthright in the types of windows the customer purchased. Our goal is to give our customers a high-quality, custom-made product. The price that was quoted was signed by the customer. ********************** is happy to have any conversation to discuss any form of compensation once the customer's project is completed. ********************** appreciates our customers' patience throughout this process.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20015504
  
  I am rejecting this response because: First of all we signed off on 5 basement windows a sliding door and a kitchen window then they quoted over twelve thousand ,so we told them that was way too much so we told them to cancel the 5 basement windows and to just give us a price for the sliding door and a kitchen window nothing expensive or fancy,  So their sales person claimed he fix the price but he didn't he still was quoting over twelve thousand I kept telling them that isn't correct so when they finally realize they kept putting over twelve thousand they then said over six thousand I said for what we just got a sliding door and a kitchen window we didn't want anything expensive they still kept quoting over six thousand I said that was too much I kept saying show me how much is the sliding door and how much is the kitchen window they never responded but when I wanted to cancel because they would give us a price as of what we were paying for they claimed it was too late,that if we canceled we would owe them more money, But they kept giving us the run around this has been since December 2022,they claimed they were coming to put the windows in then had a nerve to say if we canceled the installation date we would have to pay $350.00 for a rescheduled fee and guess who canceled they did no reason no explanation nothing they should have given us $350.00 for a cancelation fee. But I kept telling them I need to see a breakdown of the cost they never ever gave us the cost of each window that's why I was canceling and going elsewhere way cheaper because we were not about to pay no where near over six thousand,  and I insisted on a correct cost and another receipt with the breakdown. All they did was subtract overtime thousand from the twelve thousand they quoted.i told them no that wasn't the right price ,and as soon as I contacted you all of a sudden oh the windows are ready we are coming out.i said no I need to know what we are paying for and all we did was get the run around no answers they kept passing the **** call this number call this number still nothing

   

   

   

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

  

  Business Response

  Date: 05/22/2023

  We have provided our customer's contract and subsequent change orders that made amendments to the contract. Please let us know if there are any other needs at this time. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20015504
  
  I am rejecting this response because:
  
  Sincerely,
  I am rejecting this response I do not see a different amount listed its the same *** I dont see a reduction and I kept asking them to send us a breakdown of the sliding door how much does that cost and a cost of the kitchen window we still havent gotten that and then when I wanted to cancel they tell me its too late how when I been trying to get a detail price all they kept saying that they will be out forcing us to get their windows when we were going elsewhere because that price was too high , and then they claim they were going to give us a reduction but after they did the work I have never heard of that that was just to lock is in to pay them so where is the reduction on the form I do not see no compensation or nothing 
  ****** *****

• Initial Complaint

  Date:05/01/2023

  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 had ordered custom windows, and there is no way that the windows are for my house. It was about 3 inches of open space in the window. The house is colder now then when the company clam to put in custom windows. My blinds have been damage and blinds are solid custom wood blinds. I haven't heard anything from ****** about this matter. Shutters has been damaged, siding was cut and the siding in the back in hanging down.

  

  Business Response

  Date: 05/08/2023

  Window Nation apologizes that our customer has had any issues with their project. We have scheduled a site visit for May 8, 2023, where we will repair the siding and make an assessment of the customer's ********************* that day. Window Nation will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20001686

  The house is still cold and the windows weren't custom make for my house with 3 inches of space.  Cutome blinds bracket is damage.  The siding in the back of the house in complete flying.  They seem to make matters worst  rather then fixing the issues.  
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/12/2023

  Window Nation regrets the frustration surrounding the customer's project. ********************** did go to the customer's home on May 8, 2023, to repair the siding. Window Nation is currently working on painting the customer's shutters. Once completed, per the customer's request to have everything completed at the same time, Window Nation will reach out to the customer by May 19, 2023, to schedule the following services: reinstall the shutters and complete an air infiltration test along with a heat test. Our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20001686
  
  I am rejecting this response because they have damage my custom wooded blinds and refuse to do anyhing about my blinds.  They came out here and made more of a mess than correcting the problem . My siding is flying from side to side. Is cold inside of the home. I asked for  custom windows and the windons had 2 to 3 inches of space. By law I have the right to safety and siding flyng from house can harm my children and others. It's cold inside and I have minor children.   
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:

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

  Regards,

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

  I'm not paying for mediation. I have a contract that is voided because the windows aren't custom for my home.  I have cold air still coming inside of the house.

• Initial Complaint

  Date:04/25/2023

  Type:Order 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 Jan.23, 2023 we entered into a contract to replace 4 windows and the trim on the inside of the windows .Per the contract. At the end of Feb. 2023 when they came to do the job they did not replace the interior wood. There installer was not informed of this and stated they did not provide the materials nor does this company do any thing but pocket window inserts. Again contract and price included the replacement of "All windows will get new white interior trim. New white interior ***** for all windows.". I know this can be done as I have quote from another company doing exactly that . It can only be done if they do a full new insert of windows. Window Nation only does replacement of window inserts. However my contract states otherwise and they should have know that this is there business. Their installer stated it would have to have been a total different process to do that. Not my problem. They have continued to ignore me until I sent certified letter. Then they made offer to reduce price but what they are giving me will not get the job done the way the contract states. Any other company can now only correct the problem by starting all over again. No one will do that as then it voids my warrenty for my windows. If this were a easy process they would do it but they know the only way to get it done as per contract is to start all over again. I did pay a deposit of $2000.00 and will pay when they complete the job as per the contract. THIS IS THEIR BUSINESS OF REPLACEING WINDOWS THEY SHOULD BE ABLE TO GET IT DONE. THEY EXPECT ME TO FIND SOMEONE TO DO THIS WITH THE SMALL AMOUNT OF MONEY THEY ARE GOING TO REDUCE THE *** AT. This complaint is with Window Nation *************************************

  

  Business Response

  Date: 04/28/2023

  Window Nation apologizes to our customer for the level of frustration they have experienced during this project. Window Nation is currently researching creative ways to resolve our customer's concerns to the best our ability and to their liking. Window Nation was worried that, if we installed in the interior trim to the customer's expectations, we may inadvertently damage existing tile in the customer's home that is likely too old to replace. We will continue to follow up with our customer and hope to provide them with a satisfactory solution in the very near future. We appreciate our customer's patience as we work through this situation. 

• Initial Complaint

  Date:04/24/2023

  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.

  On 03/22/2023, the Window Nation installers responded to my residence to install the windows and front door I had ordered. Almost immediately the installer noticed the windows were the wrong size, however he stated he would "make it work". Which was not exactly what I wanted to hear regarding the products I was paying just under $10k for. Upon completion the following day, the installers packed up and left without mentioning the damage they had caused to my home security cameras. The installer knocked one of the cameras off the house at least two times that I could see on the video, causing damage to the camera. I sent the video to the company. The video showed the installer carrying the camera back up the hill, across the driveway, up the steps and back onto the front porch- however the recording was in pink because of the damage to the camera. This was met with no response. I attempted to contact the company via phone as well as email three different times within the week after the install, all of which were met with no response. It wasn't until I left a negative review that my phone rang almost immediately. Following that initial phone call, I was promised a new camera. About a week passed and I had not heard anything regarding this new camera I was promised. I again was asked to give the company a review, this time they requested a "5 *********** Review". I left a review, but not a 5 star review, at which time I was again contacted immediately. This time they stated that the message regarding the new camera must have been lost along the way somehow. It has now been a month. I have no new camera to replace the one they destroyed and continue to get nothing but excuses. This company is an absolute garbage company that I would NOT recommend to anyone. I honestly do not understand how they are still accredited by the BBB with as many complaints as they have.

  

  Business Response

  Date: 04/28/2023

  Window Nation apologizes to our customer that their camera was damaged during installation, as well as the lack of follow up to this point. Window Nation has, however, ordered the customer a replacement and has shipped it directly to the customer in order to rectify this situation. We appreciate our customer's patience as we worked through this matter, and we hope they can begin to enjoy their new home look. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19969284
  
  I am rejecting this response because:
  
  I still have yet to receive any replacement as of a month and a half of arguing with you people. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/08/2023

  Window Nation apologized for the delay in the customer receiving their replacement product. We have updated the shipping address and have resent it per the customer's request. ********************** appreciates our customers' patience throughout this experience.

  

  Business Response

  Date: 05/11/2023

  The item was originally shipped to the customer's home address on April 26, 2023, but she asked us to send it to her place of employment on May 4, 2023. Window Nation has been waiting on *** to return the item so it can be shipped to the updated address. Window Nation did reach out to the customer on May 10, 2023, advising them that we had not received their package back yet and instead offering to cover the cost of the item instead. The customer responded back on May 11, 2023, agreeing to this.

• Initial Complaint

  Date:04/24/2023

  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.

  Date of original transaction 1-16-23, installation date of windows 3-28-23. Paid $20,271 down payment $3,243, final payment $9,730. Was supposed to get 4 windows free - promotion amount was only ******** which means we paid $2,533.88 per window - which is $760.38 for installation. I don't even know if I received the correct window. ********* and another name imprinted on one window. I have no itemized bill. I have no warranty. I have no energy rebate information. There were not 3 measures. The installers were not employees of the company. They told us they could have gotten better windows. I was told that we would get an initial visit discount of $740 I did not. Looking at the windows they are plastic very cheaply made and for what I got and I saved all the stickers from the windows. The screens were not done correctly. I would like my money back - I have tried to contact the company for the past 3 weeks and have gotten little or no response. They refuse to give me an itemized bill or anything.

  

  Business Response

  Date: 04/28/2023

  Window Nation apologizes to our customer for their frustration. For some reason we had never received any communication from our customer prior to this complaint, so we regret that it took this long to address our customer's concerns. Our teams have communicated with our customer since receipt of this complaint and have formulated a plan to assess our customer's ********************* on May 10, 2023. At that time, Window Nation will be able to perform needed repairs and/or order any necessary parts to complete our customer's service request. We are committed to ensuring our customer's ********************* are meeting our customer's expectations of quality, and our sales staff will communicate with our customer regarding the discounts that they received. Window Nation is confident our customer received what they paid for and agreed upon. We look forward to resolving these matters for our customer. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19967469
  
  I am rejecting this response because:Someone at the company signed my name - I believe that this is against the law in many states - someone committed fraud by doing this.  There was NO lead test.  The salesperson claimed he could not find the paperwork.  Maybe he signed my name and did not want us to see what he had done.  It still does NOT correct the situation.  And now I am forced to allow someone in my home and I am not positive they are a vetted employee.  Allowing anyone they send out is not safe.  They advertise that only employees install the windows.  The men that were here were sub contractors.  That alone was a lie.  Sorry but my complaint window does not open, and they are horrible.  
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/06/2023

  Window Nation apologizes to our customer for any aggravation that has occurred during installation. Window Nation is able to provide a renovation checklist to our customers through a qualified third party. ********************** installers are vetted by Window Nation and are 1099 employees for tax purposes. We are confident that our customers will enjoy their ********************* once they are serviced. Again, we appreciate our customer's patience.

  

  Business Response

  Date: 05/11/2023

  Window Nation does not have itemized bills, but here is the checklist signed off by the customer. 

• Initial Complaint

  Date:04/21/2023

  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.

  30 thousand paid by the financial service Install in Feb of this year do not have no paper work all done by them

  Customer Answer

  Date: 04/21/2023

  Wrong windows installed waiting all ready 3 months for new ones

  

  Business Response

  Date: 04/28/2023

  Window Nation apologizes to our customer for the delay in completing their project. Our goal is to handle all of our customers requests as quickly as possible so that they can begin to enjoy their new home look. In this instance, our customer had windows installed in early 2023, however once installed the customer was unhappy with the design. Window Nation worked quickly to have our manufacturing partners remake the windows to her liking, however painted windows, as well as bow windows, often take longer than normal windows. We apologize for any frustration our customer has endured during this process, however we do expect the windows to be shipped to from the manufacturers on May 2, 2023. Once shipped, we ask our customers to allow a few extra days for the windows to arrive. We will schedule an installation once our customer's windows are received. Window Nation appreciates our customer's patience thus far. 

  Customer Answer

  Date: 05/05/2023

  
  
  Complaint: 19963220
  
  
  
  

  From: Judith ***** *************************
  Date: Fri, May 5, 2023 at 6:28 AM
  Subject: Re: You have a New Message from BBB of Greater Maryland Complaint *********
  To: Better Business Bureau **************************>
  

  
  
  

  Try to get new message but cannot window company still does not have my windows every week next week still in transit.

  
  
  
  

  

  Business Response

  Date: 05/09/2023

  Window Nation regrets the delays in completing the customer project. Window Nation did have an ETA from the manufacturer of May 5, 2023; however, the parts didn't arrive as expected. Window Nation has reached out to the manufacturer to get an updated ETA to provide our customers. Window Nation apologizes for the frustration surrounding the completion of the customer project and will continue to update them as soon as a new ETA becomes available. We appreciate our customers' patience throughout this experience.
  

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because not True Every week promise there coming in April and May You installed the wrong windows in Feb Still waiting will be happy when I get  the right ones and I can see light
  
  
  
  Sincerely,
  
  
  
  Judith *****

  

  Business Response

  Date: 05/22/2023

  Window Nation's manufacturing partner had an estimated "load date" of May 16, 2023, which means that is the day it was estimated to be put on a truck for shipment. Window Nation, therefore, expects the customer's shipment to arrive this week, at which point our team will contact the customer to schedule installation. We, once again, would like to thank our customer for their patience. 

• Initial Complaint

  Date:04/20/2023

  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.

  The company was supposed to come on March 2nd. They called that morning and said their truck broke down and they couldn't make the appointment. They rescheduled for March 6th by 11am. They showed up a half an hour late. After working until 5, they told me they would have to come back the next day to finish. No one called me from the office. I had to take an unscheduled absence from work, lose my overtime and use PTO for them to come back. They said it would take 4 hours. I told them I had a doctor's appointment. At the 4.5 hour mark, I said I had to leave. They wanted me to sign a completion of work order, which I refused to do.
  They assured me in an email that the windows would be exactly the same. I live in in HOA. The windows themselves were the same, but the trim around the windows is noticeably different. I've had to make numerous phone calls and meet with my HOA to get them approved.
  I've made phone calls to the company about an $860.00 charge for scaffolding that was never used or even brought to my residence.
  They do not return phone calls in any sort of timely manner.
  Now they have told me they will return the scaffolding charge of $145.00.
  I want the $860.00 charge removed and I also want the bill reduced by an additional $3000.00 for the time lost from work, the PTO i had to use and the hassle of having to make a ridiculous amount of phone calls to them with no resolution.
  They also had to come back to fix the window sills that they broke on installation.

  

  Business Response

  Date: 04/25/2023

  Window Nation apologizes to our customer for the unpleasant experience that they had with their window project. Our goal is to provide 100% customer satisfaction for all of our customers, so we regret that this don't not transpire in this instance. Window Nation has offered to return the money paid for the scaffolding charge to make them whole. Window Nation is unable to credit our customer for the time lost and/or wages for their appointments. Window Nation has offered a monetary concession to our customer for $1,000, which will cover the cost of the scaffolding charge plus some additional compensation. Window Nation will continue to follow up with our customer to begin the process of reimbursement and to ensure that all is resolved. We appreciate our customer's patience throughout this experience.