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 has 38 locations, listed below.

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  Window Nation, LLC

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

  
• 

  Window Nation, LLC

  1200 Windham Pkwy Romeoville, IL 60446-1673

• 

  Window Nation Cincinnati

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

  
• 

  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation, LLC

  3813a Helios Way Pflugerville, TX 78660

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:03/23/2023

  Type:Customer Service 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 am writing this complaint due to no one has returned my calls or em****. I have contacted several people about my experience with the work that was done on all of my windows on 2.20.23. I have contacted customer service, Chris R********* (who sold the windows to me) and I have emailed Brian L***** twice asking for a contact back. I have several complaints regarding the work that was done. I understand that this company wants to make sure that their customers are completely satisfied with the work that was done, well I am a customer that is not satisfied. My first issue is my windows were measured twice and I had a window A/C in one of my smaller windows in the master bedroom. I was not given the information up front that my A/C will not got back in the new window that was installed, if that was the case I would have kept the old window or at least have been prepared by this event. I have the A/C in the window for a reason, this A/C will not fit in the window, due to the window does not go all the up to install this. The second issue, I am missing a screen in the my living room to one of the slider windows, I have three windows that are the same, and a screen is missing. It is now 3/20/23, which is one month later and I still do not have this screen, the job is not complete in my opinion. The third issue, I had to have someone come back due to still feeling a draft in the home, Fourth issue, when the work was there they unplugged a major surge protector in my home, which was uncalled for sine there was a plug free in the same area, they unplugged my internet, cable, phone, and solar panels. While they were there, I recognized this towards the end of the job, but not knowing that my solar panel plug was not plugged in totally for one week, which I lost the energy that my home could have received. The fifth issue, there was several pieces of debris in my yard and around my home that was not picked up, I could have gotten hurt by stepping on something as well they left the little n**** on top all of my windows where they hung the plastic against them. I am not satisfied with the job. I would like for someone to call me to discuss some type of reimbursement for these issues that I have experienced.

  

  Business Response

  Date: 03/29/2023

  Window Nation apologizes to our customers for the frustration surrounding the customer's project. We do show that the part's ETA is April 4, 2023, and will follow up with the customer to schedule service. The Window Nation contract does stipulate that we are not responsible for air conditioning units properly fitting into replacement windows. Window Nation will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

  Customer Answer

  Date: 03/30/2023

  
  I am rejecting this response because: I have only r one phone call, no one has contacted me about the other issues that I have addressed with this complaint and we have not made an agreement.  As well, we do not have a schedule service time for the screen to be done. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 04/03/2023

  Window Nation is currently expecting our customer's screens to be manufactured and ready to install later this week, at which point our teams will contact our customer and find a good time for a service appointment. At the appointment, Window Nation's service team can address any other outstanding issue our customer may have concerning the installation. Our teams will continue to keep our customer in the loop as we work to resolve their concerns in their entirety. 

  Customer Answer

  Date: 04/04/2023

  
  I am rejecting this response because: I have not received an appt date or time. I will continue to reject the responses due to this and the other issues have not been addressed that I have specified. While waiting on the screen that is taking a month and half. We still have not came to a resolution about being compensated as well for the wait and other household things that happened when my windows were installed. I’m still waiting on that, a phone and settlement can be made while I’m waiting. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 04/07/2023

  Window Nation apologizes to our customers for the delay in completing their project. We have a service date scheduled for them on April 7, 2023, with the customer to complete their service. Window Nation will continue to follow up, making sure that all of the customer concerns are addressed. We appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 04/10/2023

  
  I am rejecting this response because: yes some issues was addressed on April 7th. I have still not been contacted regarding compensation for the poor job and wait time. I am still waiting on a resolution for these actions made by the company. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 04/13/2023

  Window Nation was able to reach a mutually agreed upon compensation package for our customer. We now believe this matter to be resolved. We, once again, appreciate our customer's patience and their business. 

  Customer Answer

  Date: 04/13/2023

  
  
  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,
  
  
  
  ******** ****

  Customer Answer

  Date: 05/04/2023

  
  
  
  I am rejecting this response because:  

  I have completed a BBB complaint before against this company. I have been speaking with Ms. Latavia V**** regarding a settlement for my complaint (#********). We settled on compensation of $350 and this amount in a check form has still not been received from window nation. We settled on this amount back on April 11th or April 12th. When will I receive my check?
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 05/09/2023

  Window Nation apologizes for the delay in sending the customer a gift card. We have reached out to the accounting department and will have it emailed to the customer by May 12, 2023. Window Nation appreciates the customer's patience throughout this experience.

  

  Business Response

  Date: 05/12/2023

  The gift card was the form of compensation the customer requested, which was redeemed by them on May 11, 2023.

  Customer Answer

  Date: 05/15/2023

  
  
  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:03/23/2023

  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.

  I have had it with this company. They are scammers and liars!!! I never write reviews but when a company like this one is purposefully stealing money from someone I draw the line and must warn other people. I bought windows from this company in late February. I later called in to cancel my order 2 days after my purchase date. They said I was within my time to cancel and said it wouldn't be an issue. They then told me my windows were made and were coming in anyways! I was told that my order had been canceled and I went with a different company already so now they said I had to pay them for the 9 windows because they're already being made. I know the law and my rights and this isn't right. I am not going to be on the hook for 9 windows that I canceled long ago before my 3 days were over. Dont ever use this company, they have a horrible chain of command and the manager there at the Columbus office was 0 help to me.

  

  Business Response

  Date: 03/29/2023

  Window Nation regrets any frustration our customer has experienced during this process. Window Nation was hopeful that our customer would be willing to continue in a business relationship with our team, as we would ensure they receive quality windows and satisfactory service. In this customer's instance, we regret that the customer did not cancel their contract following the proper procedures. Our contract states that cancellation form needs to be signed a returned to Window Nation within a specific period of time. Our customer had a sales representative attempt to call Window Nation to cancel the contract on her behalf. Window Nation did not notify our customer that their order was cancelled and so we regret that they believed that it was nullified. Window Nation has already received the windows ordered for this customer which were made specifically for their home. Window Nation is able to cancel this customer's contract at a penalty, but we hope our customer would reconsider their decision and allow our teams to install the quality windows they were hopeful to receive at the onset. 

• 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.

  Window nation installed windows in my home before the building permit was issued, illegal. The installers were smoking pit while installing. The sales person didn’t give us the correct information for the windows installed and denies this and says he did. The project is MOT finished and our home is exposed to the elements. I do not want them back on my property until they come with the correct window nor should I be charged for this mistake.

  

  Business Response

  Date: 03/24/2023

  Window Nation apologizes to our customer for their frustration and any inconvenience they've endured due to their windows. Prior to receiving this complaint via the BBB our customer had alerted our teams to an outstanding issue on March 9, 2023. Since then, Window Nation has attempted to contact our customer via phone and email multiple times to schedule an appointment to correct the matters at hand. We have been, thus far, unsuccessful in making contact. Window Nation encourages our customer to reply to our emails and/or voice messages as soon as they are able, as we desire to remedy this situation quickly on their behalf. Window Nation would also encourage our customer to alert the BBB to the best ways, times, and/or days to contact our customer, as we do not want to let this matter drag out any longer than it has. Window Nation appreciates our customer's patience, and we look forward to correcting any mistakes as soon as our service techs are able to be scheduled. 

  Customer Answer

  Date: 03/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have called, emails and texted them. I have also asked to have them please email and Dave A******* refused to email. I work very late hours in medical procedures and it is hard to talk. I also even gave Dave my husbands phone number and he never called him. They are NOT trying to resolve this. I have proof of emails and texts sent to them. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 03/29/2023

  Window Nation sincerely apologizes for a communication "blunder" our teams made, as we had mistakenly spelled our customer's last name incorrectly in the emails that we had previously sent to discuss their concerns. We hope our customer can forgive us for that error. Following remediation to that problem, Window Nation has since been in communication with our customer and her husband regarding the project. Window Nation acknowledges that there is still work that needs to be done with the capping that surrounds the windows.

  Our teams can be to our customer's home very quickly after our customer agrees to an appointment. However, to this point, our customer has declined our service work due to a concern they have with the style of window that was installed. Window Nation has spoken with our customer about the window type, and we have explained to our customer that the windows are installed as the contract specifies. Window Nation spoke with our customer's husband today (per her request) and he is going to discuss with his wife and communicate with Window Nation once his wife returns from work out of state. 

  We remain committed to assisting our customer complete the installation of the windows by installing the needed capping, and it is our hope that our customer will allow us to do so expeditiously. Window Nation is grateful for our customer's patience and understanding through this experience. 

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: window nation has yet to acknowledge that their salesman made a mistake and didn’t tell us about the amount of light loss in the style window they sold. I was told David G****** would be working on rectifying this mistake. Not once have they mentioned any resolution to it. They of course want to come close their unfinished work it and be done and not correct their sales man’s mistake. Nor have they mentioned anything about the 2 damaged screens. They are ignoring the initial complaints all together. We should not be be financially responsible for their salesman mistake and the windows need to be either corrected or original window out back in. Again not once have they discussed this as I was promised by David G******. I told them once we discuss this and have something signed we will schedule an appointment to have to windows exchanged. 

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

  

  Business Response

  Date: 04/03/2023

  Window Nation would respectfully disagree with this customer's claim. Our teams have been in communication with our customer regarding their window situation. Our customer recently requested we speak with her husband regarding the matter as she works long and late hours. Window Nation did speak with the husband on March 29, 2023. We have not heard back from our customer following that conversation, in which the husband stated he would "chat with his wife and get back to us."

  The customer's contract shows the correct type of window that was installed, however it became apparent after installation that our customer did not find this window to be exactly what she wanted. However, since the window was installed per contract, aside from the customer ordering another window (which Window Nation would be happy to supply at the best possible rate), there is nothing more that can be done regarding the window. 

  Window Nation is also happy to address the issue with the screens, for which we were unaware of until this complaint was lodged. We will be happy to assess the need for the screens (whether to reorder them or rescreen them at a site visit) once our customer allows our teams to come finish the capping necessary to complete the installation. Window Nation would like to express to our customer the urgent need to cap the remaining windows in the home, as failure to do so could lead to more issues in the future. 

  We appreciate our customer's patience and understanding, and we look forward to hearing from them regarding a date and/or time that our teams can complete the capping at their home. 

• Initial Complaint

  Date:03/20/2023

  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.

  Installers installed one cracked window and shielded with tape, and he informed me that will comes back to replace a good one but never come back. I emailed Mr. *******, Robert a "supervisor" a few times at ************************* but i get no respond. I would like him to replace a good one thank you.

  

  Business Response

  Date: 03/24/2023

  Window Nation apologizes to our customer that they're experiencing issues with their window and that they reached out to one of our representatives with no correspondence. That is not how we like to do business. Since receiving this complaint, Window Nation has attempted multiple times (both through phone and email) to contact our customer to discuss their issue so that we can provide a swift resolution. However, we have been unsuccessful thus far in reaching them. Window Nation would welcome our customer to return our voice messages and/or emails so that our teams can work to resolve this matter. We hope to hear from our customer soon!

• Initial Complaint

  Date:03/14/2023

  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.

  July 3, 2021, we ordered 27 replacement windows from a salesman with Window Nation who came to our house we put down $2500.00, only $200.00 was required.  Installation was to be in October 2021, 2--3 day time period. On February 9, 2022, the windows were scheduled to be installed the next day February 10, 2022 at 8AM. Feb. 10th, crew of 5 showed up after 10AM it was not who we were told and no supervisor present.  The crew did not speak English well and communicated with each other in Spanish. They did not follow the Covid safety protocols, per agreement. When asked about the safety protocols, they placed a roll of plastic across our living room carpet & up our carpeted stairs. (This action caused my wife to slip and fall due to the plastic slipping on the carpet, and as a result, hurt her arm/shoulder and had to be seen by a doctor). February 11th, 2 workers arrived who finished, no supervisor present or a crew leader. There was no final walk through/inspection performed on the 27 windows which were installed within 12 hours. They left metal shavings, nails, & garbage around our residence, in fishpond, dog kennel/fence, shattered a window during removal, glass throughout the bedroom. Our house siding was damaged by the subcontractors who were hired by Window Nation going against our contract agreement. They drilled holes into our exterior siding to attach the aluminum coil/trim, caulking found on our wooden deck, trim & numerous screens. We learned later that these installers were subcontractors from another state and were not skilled Window Nation installers as the contract states and which we were told by the salesman. We are still waiting for repairs to be made on windows out of level and do not close/lock correctly, windows do not seal and leaking outside air into the house, screens not fitting correctly, broken/missing parts, and damage to the exterior house siding, which was all caused by the unsupervised subcontractors during the entire installation process.

  

  Business Response

  Date: 03/20/2023

  Window Nation apologizes to our customer for any frustration they've endured during the duration of this project. Our top priority is customer satisfaction, so we regret that our customer did not receive a satisfactory experience in this case. Window Nation has reached out to our customer, however, to ascertain a time where our installation manager can come to our customer's home to assess the matters mentioned in this complaint. Window Nation was unaware that many of these issues existed. We are hopeful that we can schedule an appointment in the very near future to obtain a checklist of items that our technicians can address, so that our customer can begin to enjoy their purchase. Window Nation hopes to hear back from our customer soon on their availability. Our teams will continue to reach out to the customer as well in order to attempt to secure an appointment. We appreciate our customer's patience throughout this experience. 

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Window Nation has been aware of all these issues since the first letter was sent on February 21, 2022 and when the installation manager came out to make his checklist of issues on March 2, 2022.  It has been over 1 year and we have had 2 service appointments. September 15, 2022 to bring some of our screens, after running our air conditioning all summer since we could not open windows in the hot weather. The second service appointment on November 25, 2022 was to bring additional screens which were "dropped off" because the tech called and emailed all day wanting to come early before the scheduled appointment time and we were not home.  On March 22, 2023 the service manager finally came and went over a few of the 27 windows. He agreed that they were not installed correctly, they are out of level, do not lock, several broken parts need replaced and the screens do not fit in the channel properly and keep popping out.  The service manager is ordering half window screens and wants to have a trusted installer come out to go over everything with me and remove then reinstall the windows properly along with the window capping which is on wrong. He is also looking for siding to replace what was damaged during the botched up capping process. There is uncertainty about the window installers having used any foam insulation which they are to determine by removing each window to check.  These windows have let in cold and hot air for over a year now running up our utility bills which is not an expense I should have incurred with new windows.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/24/2023

  Window Nation is committed to seeing this matter through to a resolution for our customer. We regret they've experienced any frustration during this project, however our teams are actively working to rectify the matter and to ensure they are satisfied. Window Nation has scheduled a service appointment for our customer on April 8, 2023 to properly address the situation and to help provide a resolution. Window Nation is looking forward to the opportunity to improve our customer's experience going forward. 

  Customer Answer

  Date: 03/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The service date of April 8th was scheduled without our knowledge and availability. The new date for service is April 15th. The service manager stated that he has showed the crew photos of the work that needs done. We have yet to see if window nation follows through with everything they agreed to replace and repair, as previously stated in this complaint. 

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

• Initial Complaint

  Date:03/14/2023

  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.

  On July 14, 2020 I signed a contract with Window Nation company to install 16 windows at my property located at **** ********* ***** at Sandy Spring Maryland for the total sale price of $10,000. The company salesperson (Sean C****) computed the monthly payment and issued me that by paying $500 every month on time for the following 20 months, I would not be charged any interest. Window Nation then financed the $10,000 with ******* ******* ******* a subsidiary of ****** but failed to send me an email or a copy of the terms of the financing which never did so. I then noticed that the finance company had changed the term of the loan from 20 months to 18 months and were charging me 17.99% interest rate for the total amount due even though I was paying the $500 always on time. I called Window Nation and the company referred me to the finance company. I asked the finance company why I was not been notified about the terms of the loan after i signed the contract, the finance company told me that They had sent the terms of the loan electronically and claimed that I had signed it electronically which is not true because they were not able to prove sending it via email on 7/14/2020 or by any other means. I also never sign me name electronically using my middle name. In the original sale contract with Window Nation, I have not used my middle name in my signature. I believe that the Window Nation sales person misinformed me by telling me to pay $500 on time every months to avoid interest charges and Window Nation failed to email me a copy of the financing term when the company emailed me a copy of the contract. It seems also that either the Window Nation salesperson or the finance company has forged my signature electronically and changed the 20 months term of my contract to 18 months in order to charge 17.99% interest for the life of the loan. Window Nation needs to refund me the total interest ($5232) charged or produce copy of the email containing the finance terms.

  

  Business Response

  Date: 03/20/2023

  Window Nation apologizes to our customer for any frustration they have experienced, as our goal is to always provide accurate and complete information about their financing plans. We regret if our customer experienced any confusion. Window Nation would, however, dispute that our customer did not receive the finance plan that they agreed to with the correct terms and conditions. Window Nation's lending partners have never offered a financing plan with a 20-month period. Additionally, all of our finance applications and agreements are signed electronically rather then with pen and paper. We would recommend that our customer contact ******* ******* once again to request access to their terms & conditions. Window Nation does not keep any sales slips for an extended period of time in order to protect customer privacy. Once again, Window Nation regrets any confusion our customer has experienced and we do hope that they are able to settle the matter with the financial institution from whom they received their loan. 

• Initial Complaint

  Date:03/13/2023

  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.

  Beginning on October 14, 2022, I reached out to Window Nation to correct a number of aesthetic and functional issues with the newly installed windows. The total cost was around $17,000. The last thing left to correct is a screen that was placed in the front of my home which is not the proper size. It is too long and reaches above the bottom portion onto part of the top. This, like much of the work that was performed, is completely disrespectful. In what world would a professional organization place a window screen in a home which did not fit in such a glaring way? At any rate, at this writing, I am only requesting that the window screen be replaced (AS PROMISED BY EDWIN OF WINDOW NATION) as soon as possible. Last I was advised, he had to order it and it would take about 4 weeks. That was well over two months ago.

  

  Business Response

  Date: 03/17/2023

  Window Nation apologizes to our customers for the delay in completing their project. We do show the ETA for the out-of-production date as March 31, 2023, and they should ship on the first available truck after completion. Our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction. We appreciate our customer's patience throughout this experience.

• Initial Complaint

  Date:03/09/2023

  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.

  on 02-13-2023 window nations and I entered into a contract for a sliding patio door. the price was 1990.00 and I signed the contract and gave a 656.00 deposit and the door was supposed to be ordered but on 02-24-2023
  I was told the door wasn't ordered and I had to pay 460.00 more. When I said we have a contract they said get the door elsewhere. we cannot give it to you at the price on our contract

  

  Business Response

  Date: 03/15/2023

  Window Nation apologizes to our customer for any frustration they've experienced as a result of this process, however our representatives did reach out to our customer to discuss the matter further. Window Nation made an error when quoting the price to our customer, which we attempted to rectify by offering our customer the best possible price for the door as a result of the mistake that was made. In the contract signed by the customer, it does state that an agreement can be nullified if a mistake was made by a sales representative. Therefore, when the customer declined to pay anything additional, Window Nation was not able to move forward with the sale of the door. 

  Window Nation admits this was an unfortunate incident, and as a goodwill gesture, we attempted to reach an amicable resolution with our customer in which they would still be able to receive the door they desired. Window Nation was informed by the customer, however, that they opted to go with another company instead. Window Nation will return our customer's deposit and wishes them will on their home improvement journey. 

  

  Business Response

  Date: 03/24/2023

  Window Nation was able to connect with our customer to reestablish their contract and order their door, per their request. We greatly appreciate their patience, and we look forward to providing them with a quality product in the near future. We appreciate our customer's patience and cooperation during this experience.

  Customer Answer

  Date: 03/27/2023

  
  
  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:03/08/2023

  Type:Customer Service 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.

  Got a loan for $14,000+ to have my windows replaced. They came (months late) to replace my windows. After replacing my windows. They have froze, leaked, and caused drafts. All of which things they specifically advertise to get rid of. I cannot properly close and lock multiple windows causing a HUGE SAFETY HAZARD for my family and myself. My electric usage has risen, causing my electric bill to go up. $150-$250 dollars on average per month.
  
  After contacting the company more times than can be counted (since the month they were installed October 2022) I have had to go all winter with my windows leaking, freezing, and letting all the cold air in. They had finally sent someone (February 2023) to look at the windows and finding work done incorrectly, missed work, and acknowledging all of the faults and issues. I was told that they would get back with me within 2 weeks this was 2/9/23. It is now 3/7/23 after numerous calls I get no answer nor have I heard from the company.
  
  I invested thousands of dollars in what I thought to have been a reputable company not including my electric bill that has been on the rise. Preferably if they would come take their garbage windows back I would happily put plywood over the windows on my $300,000 house and find a company with integrity, morals, and quality.

  

  Business Response

  Date: 03/14/2023

  Window Nation apologizes to our customer for the fact that their project is not yet complete. Our teams had ordered everything needed for this service request prior to receiving this complaint, and we are just waiting for our manufacturers to send us the needed materials. Currently, Window Nation does have an appointment scheduled on March 23, 2023 to address part of the items in our customer's home, however we will continue to follow up with our customer to ensure that their service is complete once all materials arrive. We'd like to thank our customer for their understanding and patience during this experience. We look forward to bringing our customer a complete resolution. 

  Customer Answer

  Date: 03/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. They company did contact me this morning saying they had called and left a message before (I had nothing). Regardless, I did make contact with the company they were pleasant and helpful. I did schedule an appointment for 3/23/23 on the morning of 3/14/23 7 hours prior to receiving an email from The BBB, This first day I was available to be there when the work was done. I will update if the work is done correctly. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/07/2023

  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 June 27, 2022, I had Window Nation install a front door with two sidelights and a storm door. The door has huge gaps along the frame. As a result, air is leaking through the gaps. I paid $7,750 for these doors (front door $6,750, storm door $1,000). I had been contacting customer service for months with no response. Customer service finally called me and requested photos of the door. I immediately sent photos per their request. They sent two men to my house to inspect and photograph the door. Phil Keith, the installation manager, arrived at my house on 2/22/2023. Phil took measurements and admitted that the gaps were too wide and that the door had been sized wrongly. He also mentioned that the storm door needed to be modified because it was not closing properly. Phil stated that after evaluating the front door, they would have to order another door. He promised to contact me again after contacting the head guy and providing him the images he took of my doors. I contacted Phil two days later, and he stated he couldn't speak with the boss since he was in a meeting. Phil hasn't contacted me in two weeks. Phil is no longer returning my calls; they are being routed to voicemail. All I want is for my door to be replaced. My husband initially preferred another company, but I chose Window Nation. This was my biggest mistake. I am completely dissatisfied with this company; please replace my door or refund my money for the doors.

  

  Business Response

  Date: 03/14/2023

  Window Nation apologizes to our customer for any frustration they've experienced during their project. Our goal is 100% customer satisfaction, so we regret anything less that this customer has experienced in this case. Our teams have reviewed our customer's door and images that have been taken, and Window Nation would stand behind the product and the installation of the door. Window Nation reached out to our door manufacturer to be sure that any gaps were within their standard specifications. The door manufacturer, ******, confirmed that our customer's door that was installed has been manufactured correctly. 

  Window Nation is able to assist with an issue with the storm door, if that is still persistent. Since receiving this complaint, our teams have not heard back from our customer after our attempt to contact them. Our service techs can be available for review and repair as needed. Window Nation is unable to replace a door that was manufactured and installed properly, so we apologize for any confusion or aggravation this may have caused. We appreciate our customer's patience and their business. 

  Customer Answer

  Date: 03/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I want specification on what the exact measurements ****** states the door must be. In detail, I want to know how large the gaps in the door should be. In regards to Window Nation stating they contacted me, in the email I received from escalation specialist Taneishia G****, she simply stated they had not heard anything from the manufacturer; there was no need to respond when they did not have any additional information. I want the storm door and front door to be addressed.
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 03/20/2023

  Window Nation stands ready to repair the storm door as soon as our customer is able to provide a date and time for our service tech to arrive. We are confident we are able to restore the storm door to its normal functionality. With regard to the entry door, Window Nation has shared details from our manufacturer (******) with the BBB to review with our customer. Window Nation remains confident the customers door was manufactured and installed correctly. We appreciate our customer's understanding and we hope to resolve this matter soon. 

  Customer Answer

  Date: 03/26/2023

  
  
  Your response is not acceptable to me because I purchased an insulated door with sidelights and a storm door. The main door has cracks the size of my pinky finger, and air is leaking through them. Weather strips were added by Window Nation in an effort to halt the air leak, but the leak continues. My calls are no longer being returned by the manager Phil, who said my door would be replaced. Prior to installing the storm door, I want my main door fixed.
  
  
  Sincerely,
  
  
  
  ******* *****