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

  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

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

  

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:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Window Nation installed windows and doors and I wish we could force them to remove them all and the price of almost $40,0000. The down payment was in a June. In October, they installed their entire house and walkout basement of windows and 2 sliding doors they left everything a mess. They didn’t even clean the windows or doors and we cannot get them clean. Before the installers left we realized one of the two doors was installed upside down and broken - it was missing parts. NONE of the windows screens fit. Every single window screen is 1/2” or more too short so you cannot open the windows unless you want bugs.
  One handle broke off a window the first time we used the window. Finally they sent someone in November who said most of the windows were instilled wrong also and are now sagging. He claimed to reorder all the screens and a new door. I have a father with Alzheimer’s and my parents are elderly and cannot open their sliding doors. And they have a dog, they cannot use their fenced in back yard. No answers. Just loads of “do you want to wait till they come in and we can address the other stuff” sure why come twice I said. Well now there’s yet another new person who comes, and he at the end of his inspection tells me that the last guy never ordered anything and was fired for doing this to other people too. So it’s been 3 months of me being angry via email and NO ONE HAS CHECKED THE STATUS OF OUR REPLACEMENTS. Even though I have emailed many times.
  This is absolutely unreal. This company is a complete joke and I have no idea how they are in business. And at this point I’m going to be looking to take this matter further.
  So feel free to share this post, don’t use this company, don’t waste your money…time…or sanity. No one there does their job correctly. 6 months of waiting and getting the run around. We will file a lawsuit soon.

  

  Business Response

  Date: 02/08/2023

  Window Nation regrets any frustration experienced by our customer due to their installation experience. Our teams have acted quickly to resolve this matter and have contacted our customer to schedule a service appointment straight away. At this time, we are awaiting contact from the customer to schedule the service repairs and assessments so that they may be able to enjoy their purchase. Window Nation will continue to follow up with our customer as well in an attempt to secure a good appointment time on their calendar. We appreciate our customer's patience. 

• Initial Complaint

  Date:02/01/2023

  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.

  1/28/21 - Window Nation (Cherry Hill, NJ) contract signed for 16 Windows (11 replacement, 4 basement and 1 garden window) Total Cost of project - $22,964.00 (see John D**** Text for breakdown)
  
  Window Install - 6/14 & 6/15/22
  1st Issue (see False Advertising attachment) - I had to clean up every area around the 16 windows (floors, walls, etc.) because the installers left a mess. I even found their lunch box remains on a basement shelf & nails, caulk on walls, dirt & pieces of capping on floors - even old window material was left all over. I am 76 years old & shouldn’t have to clean up after workers. My son & a friend both had their windows replaced by Window Nation & recommended I use WN (they only had to hang their curtains back up – no cleaning of windows or areas around windows were needed).
  
  Poor workmanship - details - see attachment - Letter to WN12-29-22 - I have to hire a carpenter to fix and/or replace the inside trim around the garden window (picture provided), I also am having 2 screens made to fit the garden window. (Window Nation serviceman brought out replacement screens 3 times - all with the same sagging issue). This is NOT acceptable.
  
  I was lead to believe that the garden window would not have any cold issues - this is certainly not true- the inside of the window (bottom wood) is so cold that any plant I put in the window would freeze during the winter. The bottom of the window is not insulated. When I purchased the windows - I stressed the fact that I was only replacing the windows because the old ones were creating a cold home. I was assured that I would feel no cold or drafts from any window - THIS IS NOT TRUE.
  
  John D**** (Sales) verbally promised me (multiple times) that I would be compensation in the form of gift cards to cover the cleaning I had to do (throughout my home) & cover costs to have the trim that Window Nation is unable to fix & the saggy screens. I would like the compensation I was promised. THIS HAS BEEN A NIGHTMARE!

  

  Business Response

  Date: 02/07/2023

  Window Nation regrets that our customer has had to perform any form of clean up or handle any service matters on their own as a result of our installation. We strive for an excellent installation each and every time, so we are disappointed if we did not achieve that result in this instance. Window Nation has communicated with our customer who has agreed to allow our team the opportunity to follow up with our customer next week (February 15, 2023) to discuss a final resolution. The customer has some other appointments lined up at this time, which have led to this decision. We appreciate our customer's cooperation and we look forward to finishing their project in the very near future. 

  Customer Answer

  Date: 02/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and hope to have this resolved in the near future.  I have been impressed by Forrest and his desire to help conclude this matter.  (He has renewed my faith that the company stands behind their products and service promises).

  I am currently waiting on cost to have the 2 garden window screens made as rigid screens and not the flexible saggy screens that came with the window. I look forward to talking with Forrest next week.

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

  

  Business Response

  Date: 02/17/2023

  Window Nation has spoken again with our customer and has received the necessary invoice to provide reimbursement for her out-of-pocket expenses. We appreciate our customer's patience as we work to have our accounting teams issue what is needed for our customer. We look forward to remedying this matter soon. 

• Initial Complaint

  Date:02/01/2023

  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 hired window nation to to install replacement windows & doors in our home. Signed a contract in March 2022, installation was in 9/2022. Every window & door is defective with drafts & flooding. We have had no resolution up to this point. Our home is freezing & windows are covered in plastic and furnace is running non-stop. We can not even get returned emails or calls from a manager at all anymore. We have been through 4 already and nothing gets fixed. We paid $27k in full & dont know how to get them to respond to our urgent issues. Our pipes even froze over Christmas due to the extreme drafts upstairs with the belle zero weather. They have ghosted us completely

  

  Business Response

  Date: 02/07/2023

  Window Nation regrets the length of time this project has taken, and we are certainly apologetic for any undo frustration our customer has endured. Window Nation has reached out to our customer on February 2, 2023 to attempt to schedule the service appointment needed that we believe will complete their project. Window Nation is eager to hear from our customer so that we can resolve their concerns and help them begin to enjoy their new home purchase. 

  Customer Answer

  Date: 02/08/2023

  
  I am rejecting this response because:

  Window nation finally gave an ETA of Feb. 2nd 2023 for our window frames and 4 sashes. We questioned what windows the sashes are for & the number of sliding window frames that were ordered as all of our sliding window frames were determined to be defective. Last week the response received on those questions did not make any sense and referenced replacing sashes in our double hung windows which are bot the issue.
  We were last told today by the escalation tram member that she is still waiting for a response from the manager on our open questions to clarify what was ordered and if any of these products have actually been received and tested for confirmation that they are not defective again.

  So as of now we have not made any progress with our project. This is only a part of all open issues. We were given an ETA of march 2023 for a new patio door & we also have other windows & doors that need to be reset due to drafts. 
  
  We have been trying to make progress with this job since 9/2023. We keep getting the run around, attempts to show they will resolve issues but nothing ever happens. Multiple service calls resolved nothing. 
  
  Once we hear anything back and respond right away, it takes another 1-2 weeks to get any type of followup back. The followup always leaves items unanswered & we can not get anywhere.
  

  We only seem to get a reply when we give a bad review online somewhere. We can not even get a returned phone call let alone an email from any manager at all. 

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

  

  Business Response

  Date: 02/13/2023

  Window Nation apologizes for the delay in communication. Some of our critical personnel to help assist in this manner have been away from the office for a substantial amount of time. Window Nation is committed to getting the answers our customer has requested in order to get them scheduled for their service appointment, and they should hear from our teams by the end of this week. Window Nation again appreciates our customer's patience as we work to get them a resolution. 

  Customer Answer

  Date: 02/17/2023

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

  We finally received an email very generically stating that some of our replacement parts had arrived, still not completely clarifying specifics and fully addressing all of our questions/concerns  and completely disregarding some of the issues we have pointed out multiple times. 
  we have an itemized list of issues & no answers on some items that are completely delaying the job, not to mention it takes 2 weeks for any response & its always short & not full answers. 
  we told the company we want everything addressed & completed by 3/31/23. We signed our contract on 3/13/22. 
  our house is cold & windows are covered in plastic 

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

  

  Business Response

  Date: 02/28/2023

  Window Nation appreciates our customer's patience as we have worked to come up with a plan of resolution for our customer. We currently have a visit planned for Friday, March 3 to address the matters we have stated in previous responses, as well as tend to any other concerns our customer may have at that time. Window Nation is grateful for the opportunity to rectify our customer's frustrations with their purchase. 

  Customer Answer

  Date: 03/07/2024

  
  Yes, issues were not resolved with drafts and still remain a major problem after 2 years of attempts fix and even replace them. They are trying to now cancel our contract, void all warranties & only offer us a refund of 50% of our money ($14, 000).
  
  
  
  ******** *********

• Initial Complaint

  Date:01/31/2023

  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 October of 2021 Window nation came to my house, my husband and I ordered 16 windows on the front and around the house and 4 on the back upstairs at that time we were quoted $18,000 we put down $4,000 with the expectation the windows would come around March. In march the installation team came out, but the were missing the large window in the front a bedroom window a basement window some screens and they had the incorrect sashes. I called the office immediately to speak to them and was told someone would return my call, that didn’t happen for at least two weeks. I kept calling I was told someone would call me back. When the installers came back out almost a year later they still didn’t have all the windows. I told them that they need to bring all of windows and complete the job at this point the billing is incorrect and we are going nowhere I just called on 1/30/2023 and was told by Deondre that they we’re having computer issues I’m still waiting for a call back. Just had enough. I still don’t have all of the windows.

  

  Business Response

  Date: 02/06/2023

  Window Nation regrets the frustration surrounding the customer's project and the lack of communication. Window Nation has spoken to our customer and is currently working on updating the customers contract along with completing their installation. Window Nation appreciates our customers and is confident that they will enjoy their windows once installed. Again, we appreciate our customer's patience.

• Initial Complaint

  Date:01/31/2023

  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 have been dealing with Window Nation since November 2021. There have been multiple previous issues on top of this one. Most recently our front door needed to be fixed due to being installed incorrectly which we waited months to even get someone to fix. We also needed someone to trim the new windows which were left a mess and our plaster walls destroyed as well as multiple window sills have gouges taken out of them. I recently emailed again on 1/2/23 because our door now has a large gap in it and is letting in air with the outside being visible. I sent this to Amy fitzpatrick and Shawn Payne, I received no response from either one. I called the customer support line on 1/13/23 and was told someone would contact me in 48 hours. I again got no response. I reached out through email to the customer care person i was speaking to on 1/20/23 and she responsed by apologizing for no communication from the office. On January 20th I received a response from the customer support woman saying I would hear from someone in 2-3 days. To date I have heard from no one. I am making payments on a door that doesnt fully close and my upstairs walls were destroyed by a contractor and no response from window nation.

  

  Business Response

  Date: 02/06/2023

  Window Nation is disappointed that our customer has been frustrated with their experience. Our team was delayed in contacting our customer for their service repairs, which we do regret, however our teams have been in contact with our customer since the filing of this complaint and are attempting to schedule an appointment to review and fix any outstanding issues with their door. Window Nation will do our best to work around our customer's schedule and find a good time to resolve this matter as quickly as possible. 

  

  Business Response

  Date: 03/03/2023

  Window Nation apologizes to our customer again for their delayed resolution. We are currently in conversation with our door manufacturer about a replacement to install at our customer's home. Our teams will continue to follow up with our customer as we have ETA's and other information. Unfortunately, at this time, we do not have that from the door manufacturer. We hope to provide an update to our customer early next week. Window Nation is committed to making this project correct for our customer, and we look forward to bringing them a resolution. 

  Customer Answer

  Date: 03/09/2023

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

  It it not our fault that the manufacturer hasn’t given you a response. We bought a product from you and were assured “you had the best in the business with X amount of installation years of experience.” That is not the case as this is the 4th time our door needs to be fixed. The door is worse than our original door that we bought this one to replace. My heat is literally flying right through the massive gap that has also had icicles form inside of it. We expect compensation and expect a response to the compensation for this issue. Im aware your working with the manufacturer I don't need a response to that as its been communicated.  What needs a response is the compensation you will provide and when our walls will be fixed or if you’ll be compensating for us fixing them.

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

• Initial Complaint

  Date:01/30/2023

  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.

  March 04, 2022 : Initial sales appointment and contract signing.
  June 23: Window Installation
  The installer showed me that morning that one of the casement windows in the attic would not open if installed. The installer gave me a phone number of someone at WN to call and explain. This person said they would look into it. I followed up the next day and the person reassured me that it would be taken care so that my experience isn’t ruined by one window.
  After the installation was complete, the installer had me sign the paperwork saying it was all complete but to note that the last window was still waiting to be resolved.
  
  The installer took the incorrect window with him.
  
  After this, I never heard anything back from the person I talked to about the window.
  
  October 10: The correct window is finally installed.
  I followed up with WN after the window was installed and I was told that we could talk about compensation after the project was completed. There was one other window that was not working properly. This was eventually fixed.
  
  After the repair work, I followed up again. Across multiple weeks, I was passed around to different mangers. None proved helpful.
  
  Around Thanksgiving, I finally got ahold of someone who engaged in conversation. She offered $500 in compensation. I told her that the amount was not enough, and that I was looking for $5000. She said that she would take it to her manager and would call back later to let me know. She never called back.
  
  I have attempted numerous times to reach out to her, or anyone, and no one will return my phone call.

  

  Business Response

  Date: 02/06/2023

  Window Nation apologizes to our customer for any frustration they've experienced during their home improvement project. While we are thankful that the service matters seem to be resolved at this time, we are disappointed that it took as long as it did to resolve. Window Nation has reached out to our customer to discuss compensation for their inconvenience, as we want to resolve the matter amicably in order for our customer to begin enjoying their purchase. Window Nation has presented an offer to our customer and are awaiting a response from the customer at this time. We look forward to hearing from our customer soon. 

  

  Business Response

  Date: 02/15/2023

  Window Nation appreciates our customer's position, however we will not be able to provide them with the compensation amount they have requested here. Additionally, our customer has received the final four windows, therefore the customer is not without a product included in the purchase price. Window Nation does not compensate for wages, but as a goodwill gesture Window Nation will still honor the best and final offer of $1,000 issued to the customer in the event they decide to accept. Window Nation stands committed to help our customer in the future if they should ever have any other warranty needs down the line. Window Nation appreciates our customer's business and their understanding throughout this process. 

  Customer Answer

  Date: 02/15/2023

  
  
  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,
  
  
  
  ***** *****

  Customer Answer

  Date: 03/08/2023

  
  
  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:01/30/2023

  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.

  My fiance and I were going to do business with Window Nation to have the windows in our house replaced. They offered us a price and to lock in the price we signed a contract, they were well aware we were still looking at another company and extended our right to cancellation date, we also opened a synchrony home design line of credit with them. The home design credit line can be used with many different vendors, not just window nation. They did not provide us with the application number for the line of credit so we had to track it down ourselves. We decided that a smaller, local company was more fit for our needs and utilized our right to cancellation. Window Nation will not remove the pending charge from our line of credit even though we have canceled our contract and followed up many times to have the charge removed. ********* **** will only work with Window Nation and not us since this is a pending charge, not a posted charge. Window Nation is essentially holding our line of credit hostage as we cannot use this credit line to sign with our new company due to the pending charge amount.

  

  Business Response

  Date: 01/31/2023

  Window Nation apologizes to our customer for any frustration surrounding their financing. We are unable to remove an authorized charge with their bank, as the customer did sign a credit application which authorized Window Nation to pursue financing options for this customer. However, the contract has been cancelled and the bank's records will eventually reflect this. We apologize we could not do more to help this customer, however we wish them well with their future home improvement projects. 

• Initial Complaint

  Date:01/30/2023

  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.

  In August 2022, Window Nation was given a down payment of $3,500.00 to install eight windows in my home totalling $9,000.00 by October 31, 2022. After sending me emails telling me the installation would not be until December I began to inquire about the time frame and asked if I could have a refund, since the windows would not be installed in October.. The windows were finally installed on December 29, 2022 and two of them were broken/cracked when they were installed. When I asked the installation team about the cracked windows I was told they would replace the windows the following week. I have called the company since then, several times, requesting compensation for the delay in the project along with the broken windows. I have yet to speak to anyone with any authority. I have provided a detailed letter explaining step by step disappointments with this company (which I have mailed to them as well). The replacement windows are scheduled to be installed on February 2, 2023, at which time I will incur a bill of $5,500.00. What started out as a home project in August has turned into a never ending nightmare. I have endured much pain and suffering with this horrific adventure they have taken me on for several months. No one should ever have to experience anything like this. I would like to be compensated for this disastrous customer service in the amount of at least $2,500.00.

  

  Business Response

  Date: 02/06/2023

  Window Nation apologizes for any aggravation our customer has experienced during their project. We appreciate our customer's patience as we worked to resolve their service concerns, which have been completed at this time to the best of our knowledge. Window Nation has reached out to our customer to discuss compensation

• Initial Complaint

  Date:01/20/2023

  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.

  1/10/23 A Window Nation Sales Guy came to our house, the sales person pressured us (sales tactics) to sign that night for more discounts(calling his boss to get more discounts). typically we would get more quoAfter signing forms, My wife and I immediately felt that we were in over our head, and decided after a few days to cancel the contract. at that time were told that we couldn't (even though sales person told us we could until window measurements were gotten and signed off (which they were not yet). After the first call to the sales guy had to talk to his manager and get back to me (two days Later) he told me that the manager would only let us cancel if we paid 30% of the bill, or do a partial part of the job. at that point I decided to reach out for this matter to be handled in a better way. I am asking that I be removed from the contract that I was pressured into.
  
  Thank you,
  Nate

• Initial Complaint

  Date:01/17/2023

  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.

  My husband and I have been waiting for our windows for almost a year now. We ordered them in May 2022. They came in total 3 times for measurements because they took incorrect ones the 2nd time. We first received a change of order email request from original order to approve. One month later, we got the same change of order with same changes reformulated differently with no specific reason. Back then, they informed us that we should be receiving our windows latest September-October.In October 2022, we called customer service for the first time for an update and from there our nightmare started. It is impossible to speak with someone knowledgeable about your case. Not one of them has a clue about your situation and every single time you are being told that someone will call you back and nobody, ever calls you back. You feel completely abandoned.After explaining our situation over and over again and after so many requests to customer service, the sales manager, ******, finally called us and informed us that the production manager, *************************, would reach out to us with an update. After 3 weeks of wait, we were so desperate and frustrated that my husband found his personal phone number online and called him. When ***** answered, he apologized to us that we had to get to this point and was not aware about our situation. He promised to investigate. Our salesperson, ******, even had the audacity to lie to us by text message (he never dared to call once), saying he was the one who told ***** to contact us when, ***** did not have a clue what was going on.Since then, no investigation has been done and the only updates we have been receiving are multiple emails with different delayed shipping dates every time. They offered us a 3% discount for all the trouble we had which is not EVEN CLOSE to compensate for all the time we wasted to try to find out about what is going on. Nobody has ever contacted us for months and there is zero outcome when it comes to contact them.

  

  Business Response

  Date: 01/23/2023

  Window Nation is sincerely apologetic to our customer for the process they've had to endure to get the quality windows they expected. While this type of situation is extremely rare, we are no less sympathetic to our customer's needs. One of our representatives attempted to connect with our customer last week to discuss the details of their project, however we were unsuccessful thus far. Our agent(s) will continue to reach out to our customer to ensure they know the status of their job and are completely satisfied with their purchase.
  
  We do have an ETA of early February to receive the needed parts to complete the customer's job, and we are hopeful that this will be the final piece to the puzzle. Window Nation will continue to follow up with our customer and seek to expedite this project as best as we can. Window Nation thanks our customer for their business.

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation's response is again a complete lie. One day after we filed this complaint, on 01/18/23, one person from their escalation team named ***** called my husband. It was a one minute call. He simply informed us that he will contact ***************************** manager and reach out to us again with an update. Since then, nobody has contacted us. We looked at the whole list of calls we received and we don't have any missed call, nor email, nor voicemail.
  
  Our issue is still not resolved. Window Nation is not respecting the Estimate Project Start timeframe of ***** weeks from our Date of Agreement of 05/12/2 written at page 7 of our contract. They are now 21 weeks behind the Estimate Project Start date deadline. They are not respecting the contract. They promised us that we would receive our new windows before the end of 2022. Our current windows are so old and damaged that it causes water infiltration and a huge heat loss, which is reflected on our extremely high electricity bills since the beginning of the winter.
  
  We are requesting a Billing Adjustment for non respect of contract, lies, horrible customer service, no follow up since 8 months and super high electricity bills. We also request delivery or our new windows.
  See Attachment/File: Contract page 7.PNG

  Customer Answer

  Date: 01/26/2023

  ***Document Attached***
  
  See Attachment/File: BE390CF3-F4E8-4299-B269-5F9F14B5E1C0

  

  Business Response

  Date: 02/15/2023

  Window Nation apologizes to our customer for any frustration or aggravation they have experienced during their project. We appreciate our customer's patience as we've worked to resolve their concerns. Window Nation has had several conversations with our customer following their complaint, and we were able to complete an installation on February 14, 2023 to help us get closer to a resolution. We do have a follow up service needed for a window, however Window Nation anticipates this being completed in the near future. We look forward to rectifying the matter for our customer as soon as possible. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18935783
  
  I am rejecting this response because:

  Window Nation did started the installation on 02/14/2023 however it is NOT completed. One of the windows was made inaccurately, therefore will need to be produced again with proper size. *************** window and trims will be received and installed, our installation is not completed. Also, we requested many times a billing adjustment for non respect of contract, lies and horrible (inexistent) customer service which lasted 9 months. We have not received any billing adjustment since our request has been made.

   

  ************************;& *********************

  

  Business Response

  Date: 02/20/2023

  Window Nation apologizes to our customer that we were not able to complete the installation last week. One of the windows was manufactured incorrectly, to our disappointment. Window Nation has reordered the correct piece and does it expect it to arrive in the coming weeks. Once Window Nation has an ETA from the manufacturing, our teams will be sure to provide that for our customer. ********************** is also discussing the billing adjustment request with our customer, however any compensation conversations are generally held until the end of a project, so we apologize if the customer felt as if the question was being avoided. We appreciate our customer's patience and we look forward to providing them with a better experience going forward.