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 Inc

  8198 Terminal Rd Lorton, VA 22079-1438

• 

  Window Nation Cincinnati

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

  
• 

  Window Nation LLC

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

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:11/14/2024

  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 tried using my warranty for a window with a failed seal. This is not the 1st issue that we have ad with NW. When we first called 2 different people said they couldn't find a purchase by me and asked are you sure you purchased from NW?? Really, asked for a manager they pulled it right up. Then had to go back and forth regarding which window and that I had to provide the serial #, Don't you keep records of what you sell and install? Finally, Service Tech came out around the end of Oct. Said yes, the seal failed and found the number on the poor degraded label. Explained that we were about to sell our home. Said no problem normally takes about 3 weeks to come in and 10 minutes to install but would try and put a rush on and let them know we are looking to sell home. Around 3 week we called and was told it was in and could be installed on 11/20 now today get an email say that there was some misinformation that now the window wouldn't be in until 12/23. Now I have told the realtor the window is to be in on 11/20 as we were told, and we now have a contract on our home. Hopefully this doesn't affect anything with the sale of our home. I feel ** needs to make this right as the need to stand behind what their employees tell their customers and make this right and get the ******************** installed. One employee said 3 weeks from the date he was in my home and when calling another employee said it was in and even gave a date for installing the window. How can so many employees be poorly trained? Window Nation make this right and have the window installed as your employee it was in and even gave us an installed. Maybe the training of the employees needs to be looked into as this is not the correct way to treat customers who have spent their hard-earned money and not get the service that they paid for.

  

  Business Response

  Date: 11/15/2024

  Window Nation apologizes for any delays that have occurred in resolving our customer service issue. ********************** spoke to our customer on November 14, 2024, and apologized for the delays from our manufacturer and promised our customer that we will still fulfill the service needs of the new homeowner along with waiving the warranty transfer fee. Window Nation also provided this to our customer in writing and will continue to follow up with the new homeowner to ensure that they are completely satisfied with the finished product. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had window Nation come out and install my windows. I was able to observe the outside at night with a flashlight and they look pretty decent. I had the tenant downstairs which was putting her kids to sleep so I wasn't able to look at the windows till the morning when I finally saw the work completed. It was absolutely terrible like 3/4 of an inch of caulk around my windows. They use different types of wood to finish the project and it looks absolutely unprofessional. I'm paying $ ****** for garbage.

  

  Business Response

  Date: 11/13/2024

  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation spoke to our customer on November 12, 2024, and scheduled a remeasure of the windows, which was completed immediately. Window Nation is reordering the customers ********************* and will provide them an *** once received. Window Nation appreciates that our customer has given us the opportunity to rectify this situation.

  Customer Answer

  Date: 11/13/2024

  I had received a notification from ************** that I was charged $17,359.00 plus an additional $70.00 over the original price. I only signed and approved a payment to be taken out of $16,359.00 because one window had not yet been installed due to incorrect measurements. My windows are still not complete as the company has to reinstall most of them and install the mismeasured window. The payment should not have been withdrawn if the job had not been completed and now will be accumulating interest. Please advise as needed. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22524922
  
  I am rejecting this response because:  I had received a notification from ************** that I was charged $17,359.00 plus an additional $70.00 over the original price. I only signed and approved a payment to be taken out of $16,359.00 because one window had not yet been installed due to incorrect measurements. My windows are still not complete as the company has to reinstall most of them and install the mismeasured window. The payment should not have been withdrawn if the job had not been completed and now will be accumulating interest. Please advise as needed. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 11/14/2024

  Window Nation appreciates our customer complaint but would like to point out that this was funded based on the fact that the customer ********************* were installed as per contract, which states, "Upon notice of the Substantial Completion of the work." We have attached the work order; please see section 9, subsection 17. The $70.00 is the bank's activation fee for the loan. Window Nation, as the customer has pointed out, will be reordering one missing window and will be providing our customer new sashes. We have already ordered the service parts needed to complete the job and should receive them shortly. Once received, Window Nation will schedule an appointment with the customer during a time that is convenient for them to complete their project. We greatly appreciate our customer's patience.

• Initial Complaint

  Date:11/08/2024

  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 started installation of a custom ordered entry door 10/30/24 but the installer did not complete the job. He did not install the framing or a doorknob (reason unknown). I've been getting the runaround from Window Nation with me having to call them for resolution. Since the installation was not completed I was able to get a good look at the door they brought to my home and see that it does not fit the entry opening properly. There is wood, Styrofoam and spray foam filling 4.5 inch gaps on both sides of the door (and the top). This door was measured to fit but is not the proper size and I am completely unsatisfied with the service and the fit of my custom door. I want the job completed and the door replaced.

  

  Business Response

  Date: 11/12/2024

  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Window Nation has a service date set for November 13, 2024, to complete all necessary services and will follow up with our customers until they are completely satisfied.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22527529
  
  I am rejecting this response because:  
  
  

  ***** *******<*****************************>	4:41 AM (5 hours ago)
  tome

  complaint ID number ******** has not been resolved and I would like the case reopened. Thank you.

  
  

  

  Business Response

  Date: 02/25/2025

  Window Nation appreciates our customer's complaint, which has been sent to our local market in order to be made aware of our customer's frustrations and their desired resolution. Window Nation would respectfully disagree with some of our customer's assertions, however, as the service matters would fall under our normal service & warranty specifications and require payment prior to activating a warranty. Window Nation's team will continue to work with our customer in an attempt to resolve this matter, but at this time we are unable to service the customer's concerns without payment. We appreciate our customer's understanding. 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22527529
  
  I am rejecting this response because: I expressed dissatisfaction with the door immediately. I took photos and sent them to my salesman and my concerns were never addressed. I don't feel that me having to pay for an item that I rejected upon receipt is fair. The contractor threw away my preexisting door lock that was used for my home security system. The company said they would reimburse me for it but never did. The problem with the door should be addressed before payment because I never was satisfied. The door would have been rejected had i seen it before installation. It's unreasonable for the customer to pay for a defective product BEFORE the company gives you what you agreed to purchase which is a door in new condition. I will pay for the windows in full since I have no issues with them. Separate the window bill from the door bill so that portion of the bill can be satisfied. Once I receive what i paid for I will pay in full. No one even came out to look at the door to see what was wrong in person. I have not been taken seriously by this company. Such a disappointment. Not expected from such a large company. 

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

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau: 

  I am not opposed to mediation but I will not pay a fee to do so. A door that was not in a new or unflawed state (defective door) was installed in my home. I rejected the door because of the defects observed. Window Nation has ignored my complaints and instead have threatened to send the bill to collections and file a lawsuit. Trying to force me to pay for a defective door is unacceptable. I am more than willing to pay for a replacement door in new condition that I agreed to purchase. I have also sent messages informing them if they separate the bill for the windows from the bill for the door, I will pay for the windows in full because I have no issues with them. They have not had any discussions with me or sent anyone to my home to address my issues or physically see what is wrong with the door. They want me to pay for a defective door and then put in a warranty claim which i am not willing to do. I am owed a door in new condition free of defects.

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

  Regards,

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

• Initial Complaint

  Date:11/07/2024

  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.

  We hired Window Nation for our townhome in **************** in January 2024. Our sales *** treated us well until he left the company shortly after. Whenever we tried to reach him, his voicemail was full until, finally, he told us he quit. When we had the installation on 6 windows (April 25) in our house, the first ********** (who were contractors) didn't have the bedroom windows with them. After installing 4 upstairs windows and 1 window on the back of the house, we were told that they would contact us to set up a new date and to call **** (read below).A new date was June 13. - Came to the house, wrong window ********* new date: Aug 1 - Came to the house, window sash had a big scratch in ******* new date: Sept 23 - Came to house, sash had a big scratch in it Next new data: Nov 6 - Came to the house, sash was 3/4 inches too short.We called and talked to **** and ******. ****** is a regional install manager. **** is an installation coordinator. We explained that ****, our new contact, was unresponsive. He even picked up the phone, said one word, and hung up on us. When we did talk to him, he promised us thousands in credits for their mistakes. ******* responded with a solution about ordering the new window but then commented, "What do you want me to do about it?" and "We heard you were going to the BBB, so we're here now."This company is entirely incompetent and lacks customer service. Based on our paper trail, they will be here for the seventh time to ***lace the sash in the bedroom.I've had to take time off from work (no work, no pay) for all of these appointments, and the ********** just laugh. They "can't believe they can't get this right" and "it's a manufacturing problem."This company fails to check its work before sending out its **********, and the last installer we had talked about how poorly the company is run and how its staff in this area is quitting.I know my situation could be isolated, but there are 34 pages of complaints as of 11/7/24.

  

  Business Response

  Date: 11/13/2024

  Window Nation apologizes for the delays and lack of communication in completing our customer project. ********************** spoke with our customer on November 13, 2024, and provided them with what we will do to complete their project. Window Nation will need to order one sash once an *** is received will update the customer accordingly, ********************** is also looking into the balance on the account due to a change order being processed and will discuss compensation with our customer for the delays. ********************** will stay in touch with our customers until every issue has been addressed to the customer's satisfaction

  Customer Answer

  Date: 11/20/2024

  We did receive a call from ******* at WindowNation, but have not heard anything back in over a week. I just sent a follow up email to him to see if he was able to gather the order data and provide us next steps, however we haven't heard from him. Before BBB closes this complaint, without a call back or any additional information, this is what Window Nation has done to us in the past and they just don't call back. I can reject their response if I don't hear from him, but we've waited almost 2 weeks at a time before we have to constantly reach out and they "forgot to call us back." I'd like to leave the complaint open until we hear otherwise or else how do I file a follow-up complaint when they don't call us back?

  

  Business Response

  Date: 01/30/2025

  Window Nation thanks the customer for their patience while completing their project. Window Nation did complete all necessary services on December 6, 2024, and have included the completion form signed by the customer; please see the attached. Our customer warranty covers this work, and if any other service needs arise, Window Nation is prepared to assist.

  Customer Answer

  Date: 02/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: We are awaiting a finalized approval from ******* ******* on our compensation package. We were told were going to get a $1,000 credit and we asked for an additional $397 to cover the 8 total times that window nation was out here to replace our bedroom window. We talked to ******* last week (end of January 2025), told we were going to get a call back, have not received one. This is the last piece of this puzzle to wrap up and then we're done.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Window Nations come out a replace two windows in our primary bedroom. We had ****, the salesman give us the usual sales pitch. Youll be 100% satisfied with our products, theyre the best in the business, they have gas and silver to help your home be more energy efficient etc, contact us if youre not 100% satisfied and we will do right by you. ***. What they failed to disclose in person and in the contract was the hue of the window and the color it would give off in natural light during the day. After the installation, I noticed my bedroom had a green tint and hue. Mind you, we have a bathroom in our primary bedroom and our bathroom also has windows allowing for natural light to come in. However, the color the windows give off are completely different. The bathroom windows with the original windows have neutral and pleasant lighting coming through. But the Window Nation windows give off a green hue! I have also taken a picture to show just how different it he hue is in our bedroom. You can spot the difference right away, Its green and cold. Mind you, the color of the bathroom and bedroom are the same color, Aesthetic White. My primary complaint with Window Nation is that they failed as to disclose the hue their windows would give off. If I would have known my bedroom would have a green tint, I would have NEVER went with them. It was never in the contract, it was never disclosed in person. My bedroom was my safe haven, the place in my home where I could go rest and recluse. Now I cant bare to be in there during the day because of the green tint. I have never been so disappointed in the company. I have called customer service and they said they cant do anything since theyre already installed. I have left reviews I have done it all! The owner responded to my yelp review, but never responded to my email. I want our money back, a partial refund or a replacement without the green tint. This is not what we were promised. I never signed up for green windows.

  

  Business Response

  Date: 11/05/2024

  Window Nation apologizes for any confusion with the sale of their windows. Window Nation has scheduled a service visit per the customer request on November 15, 2024, with the branch manager to review and discuss available options with our customer.

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had installed 22 new windows and a sliding glass door at my home, **************************************** on 10/9/2024. I have three issues with the installation and I have spoken to the installation manager **** ****** about them and the salesman was **** ****** and I have been working with **** ******** and ******* *****. The issues: 1. The window frames were 1 inch wider on each side and there was a significant loss of glass vs the windows that were replaced. The windows that were replaced were not original windows and this was not explained to me that this was going to happen. **** ****** just told me on the phone that he accepts responsibility for not properly explaining this. If that was properly explained I would have chosen different windows. 2. The sliding door that was installed was ~***** inches thinner than the door that was removed. The result is a gap in my floor that the installers tried to fill by bending the aluminum capping and filling in the gap. I spoke to **** ****** about this and he stated he was going to look to see what could be done but the door that was ordered was 4.5 inches in width and he wasn't sure what could be done. When I looked at the contract there is no width of the door mentioned just a model number and I had no way of knowing that this was going to happen. 3. The installers stomped all over my new plantings on one window and destroyed them. **** Beliono said he was going to look at giving me a couple hundred dollar credit for the install. I have gone back and forth with Window nation for the last three weeks. They have offered $200 for my plants, which I accept. They stated they were waiting on a quote for a 8000 series door last week (I bought a 7000 series door) because it was wider but today they offered me $300. The total for this job was just over $23K.

  

  Business Response

  Date: 11/05/2024

  Window Nation has reached out to customer on November  5, 2024, and has offered them a new door and we are just waiting on confirmation of the color the customer needs.

• Initial Complaint

  Date:10/30/2024

  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.

  ** bought 13windows for $22,000. I explained it to the sales representative that I had just had white carpet put in and they needed to be careful **** Called to The set up my appointment and explain to her that I just had new carpet put down in the floors upstairs and that they need to take caution with that and where shoe covers **** explained to me that they always wear shoe covers. Installation day came and approximately seven installers showed up they were extremely sloppy. The crew chief explained that the female that was on the crew was the cleanup person and would clean everything up as good as before they were there. As time went on through the day, it was already after 6 PM and then ********. It is fairly dark. Short time later, he said he was done and wanted to walk around. It was dark, especially on the second level except for the lights and my son and wife walked with him to the window had been installed. He left, and my wife went to retire to bed and found that there was chunks of drywall in her bed, as well as footprints all over the brand new carpet. I called to complain and talk to **** horse who claimed he was an executive with the window nation. He said that I needed to have photographs to prove my point well I am disabled and contained to a ****** and I can only stay on the first level. Its impossible for me to get pictures and especially since I just spent $22,000. Ive made numerous complaints and was told that I would have the ******** manager call me which he never has I contracted a cleaning service which cost me $170 and they cleaned up the mess. The windows installed were never washed on the exterior and its impossible for us to get up on the second level to wash these windows totally *************** seems like window nation was totally accommodating until something went wrong. I also found out from *** horse that the installers do not work for window nation that they are subcontracted through a company that works exclusively them

  

  Business Response

  Date: 11/04/2024

  Window Nation apologizes for any issues that occurred during the installation of our customer *********************. ********************** has scheduled a service to clean the windows that they are unable to reach along with reimbursing our customer for the cleaning crew. ********************** appreciates that our customer has given us the opportunity to address these issues

   

• Initial Complaint

  Date:10/26/2024

  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.

  Started with incompetent ********* on 9/17/2024. I was sold 3 top of the line windows. I got 3 lesser quality windows. First ********* tried to put windows not quite flush to inside of window frame instead of outside, I stopped him. Second ********* didn't bother to install level and plumb, one is so crooked it won't lock. They're not correcting. Following was sent to company today:"It has now been 3 weeks since I supposedly had "priority status" for the repair of the second botched installation nightmare. One week since ******** gave me 5 minutes of his time to take pictures of botched window installation that I had already sent you. Five-and-a-half weeks since your first botched partial installation."

  

  Business Response

  Date: 10/31/2024

  Window Nation apologizes for any issues that our customer has experienced with their installation. Window Nation has reached out to our customer on October 28, 2024, to schedule a service visit to complete any necessary repairs and will continue to follow up with our customer until they are completely satisfied.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22476701
  
  I am rejecting this response because: The company refuses to address ALL my issues as indicated in the original email chain. Their answer 2 days ago was to "reset" one window. They didn't address the fact that they demonstrated one model of window that had two separate screens that had finger pulls on them for removal from inside the house and produced and delivered a different model with cheaper, more flimsy, one-piece screens that even the installer had difficulty putting in place from inside. They didn't address the fact they only foamed the sides of two windows and not the tops and bottoms, and foamed none of the one they installed crooked. They didn't address the fact that the window they want to reset is bowed at the top and even if they "reset" it, it won't fit the window frame squarely.

  My preference is to cut all ties with this company, I owe them nothing else and they owe me no responsibility to repair them in the future because if they refused to do it correctly the first two times, they won't do what's right in the future. And I want my framing hammer and Craftsmen 19.2v reciprocating saw back that walked off when they left. And they left a big box of trim and a torch someone needs to pick up.
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 11/01/2024

  Other than stating that they disappeared on 9/24/2024, when the installers drove out of the driveway and no one has been in that area of my house before or since, I have looked everywhere to make sure they weren't just misplaced, and it being economically impractical to hire an investigator with connections to someone who can get a search warrant for every inch of their and their employees vehicles and homes, how am I going to prove it was them or prove they have it in their possession? I used both prior to their arrival, they are no long in my possession after their departure. The saw is no longer made because ***** went down the tubes long ago. The current Black and ****** version of Craftsman is not the same tool. The tool is at least 20 if not 30 years old and when it left my possession it was still perfectly usable. The hammer was at least that old as well. Correction, ******** from Window Nation was in my house, but he didn't leave with anything he didn't bring. The person who picked it up, probably by accident, was probably told it didn't belong to them and he took it home rather than bothering to return it like he should have.

  

  Business Response

  Date: 11/05/2024

  Window Nation appreciates our customer's complaint, which has been sent to our local market in order to be made aware of our customer's frustrations and their desired resolution. Window Nation did speak with our customer on November 2, 2024, and have offered to schedule a service call for them and will continue to follow up with them until they are completely satisfied.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22476701
  
  I am rejecting this response because: **** said he would send an email that very same day (11/2) reiterating what we talked about during his visit, which has been gone over many times since September with multiple people. Again, have not heard anything since. This has been the typical experience I've had with Window Nation. The window they talk about "resetting" is still bowed and will not become unbowed because it is reset, and the other windows that don't have the screens like I was sold (or the models of windows that accommodate those screens), will still not have the screens I was sold nor will those windows magically become what I was sold. And the windows will still not be foamed like they should be.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/06/2024

  Window Nation spoke to our customer on November 5, 2024, and we have agreed to waive the remaining balance and provide the customer with a $100.00 gift card, which they have agreed to. All paperwork was sent to the customer on November 6, 2024. ********************** appreciates that our customer has given us the opportunity to rectify the situation. 

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:

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

  Regards,

  **** ****

  Customer Answer

  Date: 11/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** have signed and returned the agreement and I'm still expecting to receive a signed agreement from Window Nation.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/17/2024

  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.

  I contacted Window Nation to do windows on my house, the sales **** came out and I was happy with things and when we sat down, I asked them " are the installers, sub-contractors " and the sales **** said " No they are employees. when a guy came out to measure the windows, I asked the very same question, and he said "YES they are subcontractors " I then canceled my job the next day seeing they are lying and now I can't trust them. I received a text from the local boss, and he said he understood, and he was going to put in the request. It's been ************************************ back after my phone calls and many texts. I wanted to have company installers do the work and this is why I asked that question, you don't get the same care is a sub does the work, and I didn't want to have to **** down someone if there is a problem. I use there is no office in **, and they are the closest

  

  Business Response

  Date: 10/22/2024

  Window Nation regrets the lack of communication with this customer and apologizes for the inconvenience our customer has experienced. ********************** has canceled the sale and refunded the customer their deposit.

• Initial Complaint

  Date:10/10/2024

  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.

  There is not enough space to supply all of the details of our horrible experience w/ Window Nation. Our nightmare started on 3/23 w/ the sales pitch and lies about products, styles, warranties, **********, financing etc. Basically everything we were told was a lie. Our install took place on 5/11. Installers have been to our home 3 times and our windows still are not right. The first ********** spoke ZERO English and really botched the job. It took me commenting on social media to even get called back by a manager to set up another date to fix the initial mess. My request for compensation was sent to the escalations **** (*******). When I declined his offer and he would not provide contact info for anyone above him, I researched and got email addresses for executives. I have been emailing back and forth with *** ********* (VP - Installation Operations). I declined his first offer because he did not answer my questions regarding the warranty coverage and I did not feel comfortable because our windows still are not right. I asked who handles the warranty and he told me the same Window Nation office we have been dealing w/ would handle all warranty issues. I do not want those people back in my home. I requested a 50% refund so I can have an actual professional come fix my windows. First he said he would pay to have our windows fixed and to send the invoice. Then today, he emailed me reverting back to the offer from ******* for $1,079 and waiving of our warranty?! Um, NO! I asked for a contact above him as this is unacceptable and he told me there is no one above him that makes these decisions. There have been two separate offers made since the one I declined from ******* and he thinks it is okay to move backwards in this process? I just want my windows fixed and to be done with this company! The way we have been treated is reprehensible! He has admitted our windows need fixed but still hasn't supplied us with the manufacturer's warranty so I can reach out the them.

  

  Business Response

  Date: 10/11/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. ********************** would respectfully disagree with some of our customer's assertions, as we have been working with our customers since August 8, 2024, and have offered to service the windows, which she has declined, stating that she will not allow us in her home. Window Nation's compensation offer is for three service visits and paying the activation fee of their loan. Our customer declined that offer. We did come up with a counteroffer that our customer accepted, and 2 months later, on October 9, 2024, it was declined by our customer, and they requested a 50% refund and have her windows repaired by a third party. This falls within Window Nations warranty guidelines, but we did offer to pay the invoice of the third party. Window Nation also provided the warranty information to our customer on May 17, 2024. ********************** will continue to follow up with our customers until all of their needs are met.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22405715
  
  I am rejecting this response because:

  The information provided is inaccurate. We have been trying to get our windows fixed since May after the initial install. Our windows have been serviced 3 times so of course I said I do not want any of the same people back out to my home. Notice, I said none of the same people. Since speaking with ***, service has not been offered. I have inquired on the warranty numerous times and have been told we do have the lifetime warranty the sales person told us about but none of my other questions were answered. I have the email chain showing many questions I have asked and have not gotten a response to. The counteroffer was sent to me on 8/15 and I asked for some time to have it reviewed before I would agree to it. There were additional terms added into the settlement that I never agreed to. On 9/4, I rejected the offer, not two months later! I was not signing off on anything until my windows are fixed or we are compensated to get them fixed. I requested a 50% refund so I can hire someone else to fix my brand new windows and agreed if the 50% refund was done, we would waive our warranty. *** said they would pay to have our windows fixed then the very next morning rescinded his offer and reverted back to only paying for the 3 service visits AND waiving our warranty. That is not acceptable. I also have not been supplied with the copy of the manufacturers warranty as Window Nation is saying. I have only been sent a picture of what was shown to us by the sales person during the sales pitch. There has been NOTHING formal sent to us for the lifetime warranty. I received a copy of a different warranty but it has been made clear we have the lifetime warranty on our windows because of the salesman's error. If Window Nation has sent it, maybe they can forward that to me again since I have asked numerous times. At this point, we do not even know who made our windows. Our financing says ****** Windows but Window Nation said they no longer sell Alside Windows. Maybe that should be disputed with the finance company? I need to reach out to the manufacturer because three of our windows seem to be defective. Window Nation can't explain my they shift side to side and can't fix it (according to them) so I want to reach out the manufacturer regarding their warranty for their product. The bottom line is, Window Nation has admitted our windows need fixed. I do not trust this company to fix the windows they have already attempted to fix three times. And I definitely do not trust any of the same people who were involved in any of the 3 previous install trips to our home to do the job right. I also received an email this morning from *** stating, "I did see your complaint to the BBB this morning. I would assume this is your final decision in place of making an additional fair offer as I asked.  I would figure this is the conclusion to this problem unless I read the below incorrectly. Please correct me if I am wrong." I am not sure if that is supposed to be a threat that since I have went to the BBB I will receive no compensation, but that is definitely how it was portrayed. And no, this is not a conclusion to the problems. This is me trying to reach a resolution to be done with this company.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/15/2024

  Window Nation apologizes for any issues that have arisen from our customer installation. ********************** can provide a new service to our customers with a different install manager and crew along with the manufacturer of the windows to assess any issues and review the customer concerns. ********************** will continue to stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

  Customer Answer

  Date: 10/20/2024

  The complaint has not been resolved. I have not heard from Window Nation regarding scheduling a new install manager and install crew to repair our windows. Their response stated they would be in contact with us and we have not heard from them. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22405715
  
  I am rejecting this response because:  The complaint has not been resolved. I have not heard from Window Nation regarding scheduling a new install manager and install crew to repair our windows. Their response stated they would be in contact with us and we have not heard from them. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/23/2024

  Window Nation would like to offer our customer the following dates: the first week of November 4 through the 8th and the second week of November 11 through the 15th. All time slots are available, and for this service, we will be using a new install manager along with a different crew. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 10/23/2024

  I wanted to follow up and see if this was going to be reopened since the business has still not contacted me regarding their offer for a resolution. I am not sure if this is where I should ask that but I didn't know where else to request the complaint to be reopened. Thank you.

  Customer Answer

  Date: 10/23/2024

  During the work week will not work for me. I should not have to waste my PTO time for this since this will be the 4th time installers have been to our home. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22405715
  
  I am rejecting this response because: During the work week will not work for me. I should not have to waste my PTO time for this since this will be the 4th time installers have been to our home.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 10/28/2024

  Window Nation understands the customers concerns and is able to offer our customer a **************** date of November 16, 2024. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 10/28/2024

  I accept the appointment for November 16. However, I would like to reiterate that if any of the same crew or the same install manager show up, I will not let them into my home. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22405715
  
  I accept the appointment for November 16. However, I would like to reiterate that if any of the same crew or the same install manager show up, I will not let them into my home. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/20/2024

  I would like to reopen this complaint to potentially reach a settlement for the time spent dealing with this issue. A new install crew did return to our home on 11/16 and surprisingly enough, they were able to correct the issues that the previous install manager, ***** ***** said were not able to be fixed. We received a document for settlement via email from ***** for $2,079.00. We do not accept this offer. Before the fourth trip to our home, the settlement offer was at $2,029.00. We are countering at $4,000 and removing the stipulation in line item 3 regarding social media, etc. I will not go out of my way to speak ill about Window Nation but if anyone asks me in the future, I will not lie to them and will tell of our experience.

  

  Business Response

  Date: 11/25/2024

  Window Nation appreciates our customer's complaint; however, all services are completed. Please see the attached completion form and our original work order. Window Nation has offered monetary concessions to our customer for their frustration and stands ready to assist them if they have any other service needs.

  Customer Answer

  Date: 12/06/2024

  I would like to reopen this complaint. My husband signed a settlement agreement a week ago but we never received a confirmation. When we attempted to find it, we get an error message saying the document has either been cancelled by the sender, they refused to sign or it was deleted. How can the matter be closed when they retracted the settlement?