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

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

  
• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

• 

  Window Nation, LLC

  5675 Oakbrook Pkwy, Suite 8 Norcross, GA 30093

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:04/19/2023

  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 have a window under warranty that has a stress crack, which window nation confirmed is under warranty but also claims the manufacturer is out of business. They said they would fulfill the warranty by having the window repaired and all I had to pay was $150 labor fee, but after eight weeks of calling it has been noting but them saying they found someone to repair the window and they just need to make an appointment, and then the story changes again and again with no resolution. All they do is answer the phone and give excuses. I firmly believe no action is being taken on their part to resolve the issue, only delaying tactics. On 3/30/23 they sent me an email saying that they were sorry I had to cancel my appointment for an in-home estimate, although there had never been an initial appointment. I don't know what that was all about. They've just been stringing me along.

  

  Business Response

  Date: 04/25/2023

  Window Nation apologizes for the delay in getting our customer a resolution. Our teams are working actively to acquire the needed glass to help with our customer's service request. Unfortunately, the manufacturer from which our customer selected their windows is no longer in business. Generally, if the manufacturer is no longer in business, Window Nation cannot honor a manufacturer's warranty. As a one-time courtesy, however, Window Nation is providing a replacement for this customer to alleviate their frustration. Our teams are working with a 3rd-party supplier to fulfill this request. Once everything has been provided, Window Nation's scheduling team will contact our customer and ascertain a good day and time for installation. We appreciate our customer's patience as we work to resolve this matter. 

• Initial Complaint

  Date:04/12/2023

  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 Nation signed on 11/17/22, four new windows- Grand View Series sliders windows by *****. Salesman Ken *******. I saved and paid cash for my windows at a grand total of $4,392.00, overpriced. Local sales manager Jeremy ***** sent me a email thanking me for my purchase. Then on 12/22 a email stating waiting to hear from their factory, did not know it was in Maryland on delivery of windows. Another email my windows would be coming in February 23. However to my surprise I received windows in 1/2023. The windows installed are not my windows the Grand View Series sliders. These windows leak air the room is cold. Per their pamphlet the casing were supposed to be sealed. Windows have holes inside the casing with pieces of plastic where someone cut into it. The Premium foam filled frames can be seen due to oblong open holes on every window showing it. There is someone else's name is on the labels, No limit locks for security because it will crack the window. The tech said if they tried to install them it would break the glass, imagine that. I have great difficulty getting the windows out of the casing sliders snag on frame, does not work properly. I also had to put insulation inside the windows to combat the cold. I have sent the requested pictures and tried to contact the project manager; told he resigned. Production Manager who for the past three weeks I have tried to speak with and have gotten the run around. You call on a Monday, they say give him 3 days to call you back - Wednesday, but it never happens. Then escalated to the next level Production Manager or "we are sending an urgent email". Please give him 3 days by then your into the next month with windows that are not what you paid for. I'm disabled and cannot tolerate the cold which makes my health worse. The company as to date have not called me to make this right and I just want the windows I paid for installed by professionals or refund all my money.

  

  Business Response

  Date: 04/18/2023

  Window Nation apologizes to our customer for any aggravation they've experienced during their project. Our records indicated that, following an appointment on March 27, 2023 the customer's concerns were resolved and the service was completed. Window Nation is happy to continue to investigate any further service needs our customer has and will follow up with our customer to ensure they are addressed expeditiously. We appreciate our customer's patience and we look forward to remedying the situation as soon as possible. 

  Customer Answer

  Date: 04/19/2023

  
  
  Complaint: ********
  
  I am rejecting this response because: it is not truthful in any manner. Window Nation has not resolved anything regarding giving wrong windows that are not the Grand View Slider. I still have inoperable windows that are not mine. On 4/11/23 received a letter from Mr. Harvey ****** asking why I would not recommend Window Nation? Then on 4/13/23 a Mr. Ronnie ******* called me about the BBB review stating he was a Branch Manager in another area, the previous branch manger at Window Nation Baltimore was no longer with them. He called on 4/18/23 stated that he was told the complaint was resolved. I informed him emphatically it was not resolved. He did not call me back. On 4/18/23 that same day I reached out again to Window Nation Baltimore transferred to new Branch Manager. She gave the impression that she knew nothing and I had to recap the issues and stated clearly these are not the windows I paid for. I was told they would send out an Install Manager Edwin on Monday 4/24/23 to inspect windows. A Production Manager not Install is different and can identify the product. I ordered ***** Grand View Slider that comes with all the parts ( bells and whistles) per the brochure but was given junk, returned windows pieced together with missing parts. They were hoping I would not notice. I want my money back or new windows. These windows have another customers name on it. The stress of this situation has placed a burden on my heath. 
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/20/2023

  We are terribly sorry that our customer may be experiencing adverse health effects as a result of this project, however Window Nation is investigating this with a high level of urgency. Upon receiving this complaint from our customer, we had recently had an appointment for our customer in which it was assumed the matter was resolved for our customer. Window Nation apologizes for any confusion on that fact. We have an appointment scheduled for Monday, April 24, 2023 to revisit our customer's home and research any remaining concerns they may have. We, once again, appreciate our customer's patience and we will ensure this matter is addressed completely. 

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want to see if indeed they plan on fixing the issues with my windows. The gentleman did come out Mr. Zolano Installation manager on Monday. He did see all the issues with my windows and could not get one of the windows out but promised he would make it right. I would like the problem fixed first before accepting the resolution. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  I am interested in dispute resolution with Window Nation as I feel I’m getting the run around. I do appreciate you making the offer as the next step for me would be to obtain an attorney and sue Window Nation. I am disabled and the stress of this unfortunate situation has made my condition worse. I look forward to hearing from you concerning this matter. Window Nation has a responsibility to its customers to deliver what they have paid for but to my dismay that did not happen. Thank you for all your help. 

  
  

  ***** *****

  Thank you.

  

  Business Response

  Date: 05/19/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

  Customer Answer

  Date: 05/25/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***** *****

  

  Business Response

  Date: 05/26/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.

• Initial Complaint

  Date:04/11/2023

  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 have never been more displeased with a company. First of all, the sales process was the most ridiculous case study of hard sales I've ever experienced. The salesman sat at our kitchen table for three hours and would not leave no matter how many times I said I wasn't ready to sign. All I wanted was a quote and I shouldn't have had to beg for it. Finally I agreed on the stipulation that we could cancel within three days. The installation was so sloppy...big globs of caulk, busted drywall, and they didn't even bother to clean the glass or around the frames. The windows were poorly made with poorly aligned locks, missing weather stripping, safety stops installed backwards or missing, and chunky glue. After two weeks we started seeing water between the panes and condensation. We emailed " ************** right away with detailed pictures and documentation. No response. Another email to a different service address. No response. I chatted in and finally got someone to reply but I had to start all over explaining the issue and resending pictures of all the ********* has now been four months and we just had our seventh service visit. Each time someone comes they either are "just documenting what needs to be done" or show up with no idea what needs to be done and don't have the parts we need. It's also baffling to watch the servicemen having to use a putty knife to pry the sashes out of the frames because nothing fits properly.We have had to take time out of our workday for each of these pointless appointments. In no world should a company called Window Nation require eight or more visits to correctly install or address manufacturing issues to their own windows. It is a shame this company continues to expand their business because there is no accountability or sense of responsibility to their customers. The dozen or so people we have interacted with have a "not my problem" attitude. They'll complain about the last person's work, but not actually fix anything.

  

  Business Response

  Date: 04/17/2023

  Window Nation apologizes to our customer for the frustration they've endured up to this point of their project. We certainly do not like reading reports of a customer being mishandled and their concerns not being taken seriously. We are working quickly to rectify this matter, as we have identified our customer's issue being with the manufacturing of the windows themselves. Window Nation has reordered all new sashes for every window to ensure that our customer's issues are properly addressed. Once Window Nation has received an *** on the arrival of those sashes, our customer will be contacted. We do appreciate our customer's patience and we will continue to follow up with our customer through every step of the process going forward. 

• Initial Complaint

  Date:04/04/2023

  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 bought knew windows from window nation when they came to install they cut opening for windiws to big so my windows were to small i questioned them but they finished them any way.A couple months go buy i notice inside of windiws have condesation on inside of them every window they installed.I call them they finally sent someone down to look at it and try to give me ex after ex as why they were leaking they finally agreed to replace my wondows after i showed them pics i took of install job.They come put knew windiws in for a second time and all those windows are leaking so i was last told they will replace ************** but i have not been able to get in contact with any of the 3 people from window nation that i have talked to throughout this process.I am still waiting on them to give me eta on when it will happen but can't get a hold of any one.I have pics of the install n how bad it was mold was growing behind Windows from inproper installation.I think i should get my money back and knew windows because if i would not of had problems now in a couole years my hole house would've *** ***** away because every window was like this i am very discussed with the job i got done for the money i spent defently not a pro job def would not recommend anyone use thus company i have had nothing but headache dealing with them

  

  Business Response

  Date: 04/10/2023

  Window Nation greatly apologizes to our customer for the lack of follow up and communication on their service. We regret our customer is still experiencing these problems, and we will work quickly to remediate them. Window Nation has been in conversations with our manufacturers to discuss another product that will be more satisfactory for our customer, and to ensure they no longer have any issues with leaking water or air. Window Nation appreciates our customer's patience as we should be in touch very soon to obtain confirmation that our customer approves of the ******************** styles. 

• Initial Complaint

  Date:03/30/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 3 windows installed in my home on February 13 (ordered December 2, 2022) and requested the 18 mo interest free financing from my salesman (which was being advertised at the time). I carefully calculated the monthly payments to pay them off during that interest free promotion. However, the salesman financed my loan for 9.99% unbeknownst to me! I am paying an additional $28/month when they were advertising 0% interest! I find this an unconscionable business practice and would like this to be changed as advertised! Any additional interest should be dropped. I have called the finance company, my salesman and Window Nation several times with no satisfaction! Your assistance is greatly appreciated!
  
  FYI, I am a senior citizen and this type of dealing happens far too often.

  

  Business Response

  Date: 04/05/2023

  Window Nation apologizes to our customer for any inconvenience their financing plan has caused, as we strive to be up front and honest about different plans that our customers are eligible to receive. Window Nation did break down the different monthly costs for our customer while at the home, and the 9.99% interest plan was ultimately the choice selected. Window Nation did, however, work with our financing partner to see if an exception could be made given our customers unique experience, and the financing partner was able to rebook the customer's loan to match the 18 month, deferred interest plan. Our customer should be receiving a new billing statement in the coming days to reflect these changes. We appreciate our customer's patience as we worked to satisfy their request. 

  Customer Answer

  Date: 04/06/2023

  
  
  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:03/30/2023

  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.

  I hired Window Nation to install eleven windows and one patio door. This work was "completed" on 12/7/22. As of today, 3/30/23, the work is still not complete and will not pass a building inspection due to missing/broken drip caps and overall poor quality work/installation. They have not contacted me to make all of the necessary repairs but the financing company ******** wants payment. I reached out to Window Nation 3/29/23 and explained my frustration and the need for additional repairs. I will not pay for poor quality work that cannot pass a building inspection. Window Nation claimed their windows provide great noise reduction however I can hear every car that passes by my home. Window Nation sells and promises a product they do not deliver. I have had to take multiple days off of work to have Window Nation technicians come to make repairs but only one item will be repaired and then they leave. I told them EVERY window needs to be re-inspected and re-done as it is very clear they were not installed correctly. I will not be held liable to pay for a product that Window Nation initially promised and cannot deliver. Our 30 year windows performed better than their $26,000 windows. I am incredibly disappointed and feel like I have been taken advantage of and am expected to pay for a product I was misled about. Window Nation should be penalized for lying to their customers for selling a product that does not meet the initial expectations and the installation is poor at best. It looks like I installed them and I have zero window experience. They look and perform like garbage. Hiring Window Nation was the worst decision I have ever made and will fight tooth and nail to ensure they are held liable for misleading their customers and their poor quality work. Also, I worry with the poor installation the potential water damage my home has incurred over our historic winter (8th snowiest so far) and upcoming spring.

  

  Business Response

  Date: 04/05/2023

  Window Nation sincerely apologizes to our customer for any frustration they've experienced during their project. We are very grateful for the opportunity to earn our customer's business, so we regret that their experience has been less-than-stellar thus far. Prior to receiving this complaint, however, our team had been actively working to rectify any concerns our customer may have. Our teams are scheduled to return to the customer's home on April 8, 2023 to address the issues at hand and to provide a quick resolution. Window Nation appreciates our customer's patience during this matter, and we look forward to satisfying them in the near future. 

  Customer Answer

  Date: 04/06/2023

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

  While Window Nation has occasionally been in contact to resolve the issue there is no excuse the project still cannot pass a building inspection over 4 months after installation.  I signed a contract expecting the project to be complete to my and a building inspectors satisfaction during the first installation. I want and expect a refund for the entire project.  I will not pay for a project that has taken over 4 months to complete! This is fraud and I will not pay for poor quality workmanship and product. 

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

• Initial Complaint

  Date:03/27/2023

  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.

  In Apr '22 a WN rep came for a demo. I put down a deposit, completed a WN contract, and a loan app with ********. My next contact with WN was for measurements in Jun '22. Several days later I received a contract thru email asking for a $500.00 payment for blind removal which I declined the same day. I received an email notification that my order was in production in Jul '22. From Jul thru the install date in Sept '22 all communications were handled thru email. Once the installation was completed I started paying ********. I also started getting notifications from WN saying that I owed them $7,000.00. I was not made aware that my loan agreement specified that I pay ******** and WN. I had a conversation with Ashlyn G****** who informed me that she sent a contract and that I should sign it. I explained that I did not receive it. She kept insisting that I sign this contract and I kept telling her I didn’t get it reiterating that I can’t sign something I didn’t get. At the end of the exchange, I was told if I did not sign the contract she would send me to collection; I kept wondering how did the conversation turn to talk of collection. Threatening a customer is not an effective tactic when trying to persuade them. Make no mistake telling a customer you will send them to collection if they don’t acquiesce is a threat in this context. I don’t understand how a person thinks they can continue to pursue a collection event after they have issued a threat. The message I got from this exchange tells me I am not considered a WN valued customer. Instead of getting a response like let me investigate and get back to you, I get threatened. As an aside, emails that have attachments can fail the send process. I called ******** to discuss how the loan was administered which was info not given when I applied. From there I emailed WN my ******** Shopping Pass data. Approx 3 weeks later I followed up with ******** and was told that WN had not contacted them.

  

  Business Response

  Date: 03/31/2023

  Window Nation apologizes for any confusion that our customer has experienced during their project. Our teams have been attempting to ascertain our customer's signature on some required loan documents to properly fund their purchase from the lending bank (********), which they require to begin sending our customer monthly statements. At one point the customer did send a check totaling $1,000 to ********, however it was returned to the customer because, at the time, the bank had not been notified to open an account. Window Nation has confirmed with ******** that our customer has not begun making payments yet because their account has not been processed, hence the need for the loan documents to be signed. As it stands right now, our customer still owes the full balance for an installation that was completed on September 30, 2022. Our teams will continue to work on this matter, and our friends at ******** have attempted to contact our customer to discuss this matter as well. We hope this rectifies any confusion for our customer. 

  

  Business Response

  Date: 04/10/2023

  Window Nation would require our customer to sign another loan application with the same terms as previously agreed to, however the approved financing expired approximately 6 months after they signed their initial loan applications. We had been attempting to complete their funding during the customer's 6-month approval window, however we were unsuccessful to collect the funds. Therefore, in order for the customer to secure financing again, the customer would need to fill out another loan application. If the customer would like to pay via check instead, that option also exists. We appreciate our customer's attention to this.

  Customer Answer

  Date: 04/11/2023

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

  I want to
  clarify my statement regarding “a "block" on my account”. I was
  referring to the period prior to the loan expiration date. However, once the
  purchase window expiration date is reached it is ********’s SOP to block an
  account. This is protection against unauthorized transactions.
  
  In addition to
  the detailed plan to resolve this issue is the intent of Window Nation to
  continue to pursue collection action against me?
  
  Window
  Nation is correct in that the approved financing expired approximately
  6 months after the initial loan application was signed but, the window
  installation project was completed within the same 6-month period and as you
  know I did make payment to ******** because my loan was approved. I am looking
  for financing without a second hard credit inquiry. As you know each inquiry stays
  on a credit report for approximately 2 years and you have already conducted
  one.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/27/2023

  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.

  We contracted WN in October of 2022 to replace 13 windows and 1 sliding kitchen door in our new home. The day that they came to replace our windows they were missing 6 of them! and also installed the wrong sliding kitchen door. 6 out of 7 windows that they installed that day, and the sliding door was off on the measurements ½ inch on each side! A manager came to our house and measured the windows that were missing again. When I returned from work that day and inspected the new windows, I realize that all the windows were not straight, the locks were not even, the screens were falling off because they are uneven, and they had openings causing wind drafts. These issues were escalated to a manager named Bryan R******, and WN came out to remeasure again, reorder new ones, and I was promised an extra discount, a reimbursement for the fixes, and the correct windows and door. After contacting the company, a countless number of times since the month they were installed, they told me that I had to wait 6-8 weeks for the rest of the windows to be built because they were never ordered. Our gas bill has been between $250-$300 every month. They had finally sent someone in January to look at the windows and he found work done incorrectly, the wrong measurements, and acknowledged all the faults and issues. He reordered 10 out of 13 new windows and again we had to wait 6-8 weeks for the new windows to be built. Promises were made, but WN has taken no actions after last visit, which was on February 28th. It is now 3/24/23 after numerous calls I get no answer, nor have I heard from the company. Not one of them has a clue about our situation and every single time you are being told that someone will call you back nobody ever calls you back. You feel completely abandoned. Nobody has ever contacted us for months and there is zero outcome when it comes to contact them.

  

  Business Response

  Date: 04/10/2023

  Window Nation apologizes to our customer for the lack of attention to their concerns and the lack of communication. Window Nation is dedicated to resolving our customer's concerns now. Window Nation had recently inspected our customer's windows at their home and determined that multiple rooms need new sashes for the windows, as well as a couple screens are needed for some windows that were previously too small. Window Nation hopes to hear from our manufacturing partners soon to receive an ETA on the needed products. We appreciate our customer's patience and we looking forward to resolving their concerns. 

  Customer Answer

  Date: 06/18/2024

  Good afternoon. We will like to reopen the case, because after all this time (over a year) Window Nation company, still hasn't fix our problems. We even paid of the loan that we got to purchase the windows, we still missing windows (wrong ones have bein install) and we still missing 4 window screens on the second floor bedrooms. This is being going on and on all this time. At list 6 deferent product managers have being in and out of our home, measuring and trying to cover up the company's mistake by lying or even by promising gift cards. Most of this managers not even working in the company any more, because every 2-3 months someone else takes over their position. Just recently, (2 weeks ago) the came to replace the bathroom temper window (FYI we being waiting more than 6 months to be made!!!) and to find out AGAIN that the measurements were wrong and the were here to install a Double-Hung Window, when all of our windows that we ordered are Sliders!!! The latest product manager (Matt) promise also that the problem will be solved, but nothing yet. The best part from their last visit it was that the brought us a new bill, claiming that we owe the $6.000!!! Unreal. Please help us out. This problem going on over a year and a half. 

  

  Business Response

  Date: 06/24/2024

  Window Nation apologizes again for the delays and inconveniences our customers have experienced during this project. We understand their frustration, and we look forward to making things right for our customers. We have reordered the sashes and screens and have an expected ETA of July 10, 2024. Window Nation will continue to stay in touch with our customers until every issue has been addressed to their satisfaction.

  Customer Answer

  Date: 06/28/2024

   
  
  I am rejecting this response because: We being waiting to finish this project since October 2022. I don't trust them any more, and once again July 10th is not going to be done!!!
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/23/2023

  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.

  Attn: Mr. Aaron/Harley M*****
  
  We had bought new Windows from the local office in Imperial, PA on 8/4/22. Some of our old windows had leaks and the seal was broken. We were told by our salesman, that when they put the new windows in you won't have any leaks because they are sealed in tightly. I told him if it is not the windows, would the installers let us know.and he said yes. Unfortunately that did not come true. This was the reason we got new windows in the first place. Six of the windows apprantly are leaking because the paint is bubbling and there are some soft areas where joint compound was put in. During the installation, one of the installers said a screen was ripped and they would put it on order. Two months later we called Window Nation and they said it came in a month ago. Then when the technician came out it was the wrong size. We had to call Windown Nation again and they said they had it and someone would bring it out. The service technican did come out and I showed him where one of the Windows was leaking. He took a couple photos inside and out andn said he would tell the Service manager about it. Surprise! There was no return phone call. We didn't even get a call after they were installed to see if we we were satisfied. I've also tried to contact our salesman. Left several messages with no response as well as contacting the headquarters office with no response. So, of course we are extremely frustrated. I have several photos attached for your review. In summary, since we were not told of any problems when the new windsows installed, specifially about water issues and we were not. Our resolution would be for those windows to be taken out and have the water damages repaired (someone to come in and patch with joint compound, sand, priming, paintiing, as well as the leaks to be fixed) and we think that should be done at Window Nations expense. We were promised NO LEAKS.

  

  Business Response

  Date: 03/24/2023

  Window Nation regrets that our customer is experiencing any water leaks in their home that could potentially be causing damage. Our teams scheduled a visit from our installation manager to go to our customer's home today to investigate. Our installation manager was unable to find any evidence to suggest the windows were creating a problem. Window Nation did inform our customer that water could be penetrating their siding (or soffit/fascia), which would likely be the root of the issue and mimic a water leak through the windows. Window Nation was informed by our customer that they intend to hire a contractor to do an assessment and repairs. We remain available to our customer should they have any issues that ever present themselves with the windows they purchased. Window Nation is grateful to our customer for the opportunity to assist them in this matter. 

  

  Business Response

  Date: 03/29/2023

  Window Nation remains committed to assisting our customer with this or any other issues they may have with their purchased products. We will work to ensure that, in the event there is a window-related "root cause" discovered causing the leaks, our teams will be quick resolve any service needs. We appreciate our customer giving us the opportunity to investigate this matter and we appreciate their patience as well. 

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we need an independant soffit and facia business to come out and confirm that our bubbling paint is not from the windows.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/23/2023

  Type:Sales and Advertising 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.

  Had my windows replaced last year, as a final pitch to close the sale was told by sales rep that their boss had 2 more FREE vacation vouchers, I had asked what the catch was, was told pick a cruise 3 5 7 days ect and pay the taxes and fees. The two of us present for the demo agreed based on this, signed for the contract which included a "cruise acceptance form" with a dollar range figure listed for double occupancy based on length of cruise. Call the number I was given to get the ball rolling and was told I can't start anything until 90 days or less before the cruise but pick a ship and a date and call back closer to the date. Now that we would like to head off within a couple months I call back and was told that the cruise isn't free/complimentary and the price may be more than booking directly thru a cruiseline. I had emailed Window nation to explain and a few days later I finally recieved a response that said sorry if there was miscommunication the voucher is not for a free cruise. I responded back with a link to their own commercial ad that states "Summer getaway on your mind? Window nation wants to send you on a vacation" and mentioned that the video explaining how the voucher works calls it a "complimentary vacation". I have not heard back. I also have multiple other screenshots of such mentions and wording that make a miscommunication of free heard by 2 of us difficult to believe. Considering the contract we agreed to included windows and a cruise for 2 I'd expect to recieve just that or fair compensation for the supposed miscommunication that after a little internet searching is not an isolated incident. Attached is window Nations own video ad stating "window nation wants to send you on a vacation" various screenshots from their partner company providing the cruises and just one of the examples of another customer who was misled.

  

  Business Response

  Date: 03/29/2023

  Window Nation regrets any misunderstanding our customer has experienced by way of their cruise voucher. Our goal is to provide our customers with a one-of-a-kind experience that includes great promotions with transparency surrounding how to use them. Our customer signed a contract on March 3, 2022 which includes a Cruise Acceptance Form for visibility and agreement. On that form, the details of where/how it can be used and additional costs are presented clearly and our customer signed an acknowledgment to this effect. Window Nation regrets any frustration this may have presented our customer, however we maintain that our teams were upfront regarding this promotion and did not falsely advertise their cruise voucher. Window Nation appreciates our customer's business and their understanding.  

  Customer Answer

  Date: 03/29/2023

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

  I would like an explanation how this voucher was not misrepresented or advertised. I understand it is just hearsay as to what was said by the sales representative in order to close the deal at the time of purchase, but the previously attached photos and video of the advertisement mirror what the rep had pitched and the contract you refer to states an approximate cost of $499 to $689 per person for 7 days. The list price thru the cruiseline for the trip i was intending is about $1300 per person and when I called the number to redeem I was told the cost is likely more than the $1300 using the voucher and there are no cruises in the $499 to $689 range. I would love to give an exact number but I was told i would have to pay $40 for them to tell me the cost. The travel agency the voucher uses to book cruises does not have any review above one star on ******, **** *******, or anywhere else and a F rating from the BBB and every review states that it is a scam so I'd feel foolish spending $40 to find out how much more redeeming the voucher would be than booking at retail price. This is certainly a one of a kind experience but would you consider this a great promotion with transparency?

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

  

  Business Response

  Date: 04/03/2023

  Window Nation apologizes to our customer for any lack of transparency that our travel partners advertising has created. Our goal was to offer this promotion and to disclose the details entirely so that our customer felt that they were well aware of the terms and conditions surrounding the arrangement. Even though our customer has signed a page in their contract that highlights any additional charges, Window Nation has reached out to our travel partners to ask for assistance. Their customer service team has committed to contacting our customer to see how to provide a proper resolution in this instance. Window Nation regrets any inconvenience this may have caused, however we are hopeful that our customer can be satisfied when they speak with our travel partner. We wish our customer a happy and safe vacation experience.