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, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation LLC

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

• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contracted Window Nation for removal of 16 old windows to be replaced with new, contract specified "EPA Lead Containment Install" as the old windows and frames were known to have lead paint beneath encapsulated layer. Everyone was advised, including the crew chief (*****) of this, but the crew did not take measures to contain the lead paint as they loosely taped plastic over some window interiors (2 1x1 foot gaps in kitchen window covering) and ripped materials off with bare hands and no safety gear (masks, eye protection, etc.), causing fragments and dust to contaminate the interior and exterior of my home. After repeated pleas to the crew chief and calls to Window Nation's customer service line, the Install Manager finally agreed to come out. He paid for a regular house cleaning service to do a stop gap cleaning to get us through to when proper cleanup could be done. The crew left the job unfinished overnight and returned in the morning to finish then proceeded to use a broom to sweep the lead paint chips and dust. This makes the problem worse so I demand they cease and desist immediately. They continue to pick up chips with bare hands, so I dismiss them from my property as they were clearly not prepared with certified lead abatement professionals, as they had promised in the contract. Both exit doorways have lead paint debris all over the ground and floor so we cannot walk through without risk of tracking lead back inside.

  

  Business Response

  Date: 10/08/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. ********************** did follow proper lead procedures, with plastic tarps being put down in and over exposed furniture also around the outside permit. These pictures are attached, and the customer pictures show tarps being put down in and around the home as well. Window Nation installation was done correctly by trained professionals and within industry standards. Window Nation, to alleviate our customers concerns, offered to pay for the customer to hire a 3rd party cleaing crew, which she did to ensure that there was no debris left after installation.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22376644
  
  I am rejecting this response because:

  Sheeting did not fully cover the impacted areas nor was it secured to contain lead paint dust and debris within the work area, as required by ***'s RRP rule; warning signage was not posted on site as required by RRP; loosely wadded sheeting placed beneath some, but not all, involved windows insufficient to contain exterior debris and dust; multiple lead paint chips and wood frame debris readily visible under the replaced windows; windows were removed via the interior of the house in my 6 year old child's room without adequate and secure coverage of furniture, including the bed; sheeting in kitchen had two 1x1 ft gaps and no sheeting over interior surfaces or items; none of the sheeting was secured by taping in place; doors were left wide open with no perimeter sheeting, vertical containment, or sheeting at doorways; crew was not equipped with safety gear like masks, goggles, or gloves; crew members were using circular saws without HEPA filters to cut out sections of lead paint frame; "cleanup" by the crew on 3 October 2024 involved one crew member vacuuming and dumping the contents into my fenced side yard where my dog and child play and dry sweeping the lead paint dust and debris with a broom; cleanup and confirmation was never completed after the crew executing the cleanup violations was asked to leave the premises, as their negligence was increasing contamination; and no wiping and inspection was completed by a certified renovator. Even with the emergency, stop gap cleaning on 2 October 2024, surfaces have been contaminated and lab testing of wipes of food prep/serving surfaces and my child's bedroom floor yielded results of ****** micrograms per square foot, well over the concern threshold of 10 micrograms. Lead remediation is now necessary to remedy the contamination you all caused by failure to adhere to Work Practice Standards as defined here: ****************************************************************************************************.

  I would like for us to approach this in good faith to resolve this amicably and without unnecessary legal expenses, but my child and I can't remain perpetually displaced from our home awaiting resolution.

  
  Sincerely,
  ***** Daily

  Customer Answer

  Date: 10/09/2024

  Lead wipe results (plus the clean mold test that was also conducted on debris on the windowsill at the same time). Samples collected 4 October 2024.

  

  Business Response

  Date: 10/10/2024

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

  Better Business Bureau:

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

  Thank you.

  Customer Answer

  Date: 10/11/2024

  
  ***** Daily
  2:28 PM (3 minutes ago)
  to me
  
  Good day ****,
  
  I gladly accept the offer of BBB-led mediation! Thank you for the kindness and support in resolving this amicably!
  
  With great appreciation,
  ***** ****

  

  Business Response

  Date: 10/11/2024

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

  Better Business Bureau:

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

  Thank you.

• Initial Complaint

  Date:10/01/2024

  Type:Billing 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 purchased windows with Window Nation. We got a 5-year 0% financing deal. When we signed the agreement, I was told I could make a down payment, I just needed to notify them before installation. I sent an email before installation that was ignored. The paperwork was pushed through without a down payment. The salesman's response was "my bad, but you signed the papers". They are telling me there would be a substantial charge that they will not absorb. I talked to the sales manager and was again informed that "you signed the papers" and was very smugly asked if there is anything else he can do for me. Now I am stuck with a very high Monthly payment. They should have told me they needed a check immediately but that would not fit their pressure sales scam.

  

  Business Response

  Date: 10/06/2024

  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. ********************** would, however, dispute that our customer did not receive the finance plan that they agreed to with the correct terms and conditions. The customer received a ******** 0% interest plan with equal payments. Window Nation did reach out to the customer and explained that since this is a 0% loan, they could just break up the amount they were going to put down and apply that to each of his payments, effectively doing the same thing that a down payment would have. 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.

  Customer Answer

  Date: 10/13/2024

  Hello, I guess this is over and I am just stuck with a very large monthly payment. I just feel that I was lied too and wanted to make it known as I believe this is how these sales people operate and this is happening to other people. They say whatever they need too, too get you to sign the agreement, then you are stuck. I attached a copy of the email I sent prior to installation asking (again) about the down payment. I was told by ****** ******** that all I needed to do was notify them before installation to make a down payment and he acted like this was something that is done all the time. They pushed our paperwork through without a down payment anyway. They should have told me they needed the payment immediately or by a certain date. Because of how it was handled after the installation by ****** and the sales manager (**** *******) I think this is something they do all the time. I was basically called a sucker for signing the agreement.

  Thank you... I will abide by the agreement I signed. I just needed to make this known some how.

• Initial Complaint

  Date:09/30/2024

  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.

  Windows installed in March 2019. Contracted February 28, 2019. Warranty does not address a $150.00 travel fee that window nation is now advising must be paid to address any warranty work. This was not included in the original contract and is a "ad on" after the installation. Window Nation is advising me that for a technician to come to my address to fix/replace a problem window their is a $150.00 travel fee. This is a fraudulent claim.

  

  Business Response

  Date: 10/03/2024

  Window Nation apologizes for any miscommunication concerning the warranties that our customer has, and as a one-time request, we have agreed to waive the service fee of $150.00 and have scheduled an appointment to address their service needs on October 11, 2024, and will continue to follow up until they are completely satisfied.

• Initial Complaint

  Date:09/24/2024

  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.

  Started Sept 3, 2024. *** came out and quoted window ***lacements. We accepted the concept and gave a check on Sept 4 for 1/2 of design costs. $14473.00.Things changed (including clearing $$ to cover check). *** returned twice to clarify order, making changes that increased cost by approx 50%. We cancelled the order with *** on the afternoon of Sep 13. We had to reiterate the cancellation Monday the 16th (it hadnt been forwarded to main office.) We started trying to initiate a return of our ******* money midweek and, as of today, have been informed that Window Nation would not return our deposit. They have never done anything to advance the project and changed the approach to the contract (by quoted rates,etc).My wife and I are quite old and not wealthythis whole deal feels totally crooked. I/ we feel targeted and even trapped.I truly hope Better Business Bureau can help.Thank you ****** ****

  

  Business Response

  Date: 09/26/2024

  Window Nation thanks the customer for thier patience their job was canceled and any monies paid refunded back to them. Window Nation hopes that any future projects they will keep us in mind.
  
  

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April of 2018 Window Nation LLC replaced the roof on my home. The Roof of the home was noted to be leaking in early 2020 causing damage to the home. Window nation did not properly repair the leaks and the roof leaked again in 2023/2024. After speaking with the company we were told to find another roofing company to fix the job and that window nation would reimburse us for the cost. After the estimate was submitted to window nation, multiple insurance companies became involved on their end. One insurance companies investigator assessed the roof and the damage, noting that several shortcuts and mistakes were made; including not properly installing the flashing or placing support under roofing materials. None of the 3 different insurance providers have been willing to give us information or are willing to repair or pay for the repair of the roof at this time.
  
  Window nation admitted to contracting out the job to a 2nd party who contracted the job to a 3rd party. The
  Contracted Company has not responded to letters or inquiries from window nation for their insurance company despite being “put on notice “ on multiple occasions
  
  We are looking for resolution for the roof to be repaired before winter to prevent further damage to our home

  

  Business Response

  Date: 09/27/2024

  Window Nation apologizes for the delays surrounding the customer service requests, partly due to the fact that this install was done in April 2018. Window Nation is currently working with our insurance company and underwriters on this claim due to the nature of the leak. Window Nation hopes to have an update for our customer on October 3, 2024. Window Nation appreciates our customers' patience throughout this process.

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: 22307854
  
  
  
  I am rejecting this response because: no resolution has been achieved at this point. A hope that a resolution is achieved by an arbitrary date is not a resolution. I have spoken with window nation and 3 different window nation insurance providers over the last several months with no resolution and one suggested I pay for repairs myself to “protect” my home. I have no confidence a resolution will be achieved until a repair date is set.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 10/08/2024

  Window Nation did confirm that the customer signed the insurance paperwork on October 1, 2024, and a check did go out to the customer on October 3, 2024, for the roof repairs. We appreciate our customer's patience throughout this experience.

  Customer Answer

  Date: 10/08/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22307854, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:09/18/2024

  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.

  On Thursday August 1, 2024 Window Nation Installed 2 new bedroom windows and Shutters did not need removal. They also installed a sliding patio door which I paid to remove the shutters as requested by my sales person David *******. I live in a condo so it took a couple of months to complete the paperwork necessary for permission and logistics to be properly completed to condo specifications. On the day of installation I noticed a space at the top when the installer installed the sliding door and inquired why there was an opening and he stated that the non standard door opening that he removed needed to be adjusted for the standard door that he was installing and when I further questioned he took the 5th and stated he only did what he was instructed to do. I called the sales person David ******* and he passed responsibility onto the person who measured after David made the sale. I never heard anything else from David regarding any changes of the correct type of door or anything else regarding my installation. My paperwork stated that the same size door would be installed.
  
  I called Window Nation installation and they stated I needed to go back to my sales person, which I did but now the only contact I have had is the ******** company which they hooked me up with to finance the job they think they have completed. No one to my knowledge from Window Nation has bothered to call me to discuss anything more regarding this issue. I sent an email to Isaiah **** and David ******* detailing my dissatisfaction with the 1. sliding door incorrect size, 2. the safety door stops that could not be installed due to my shutters which were in place prior to the new door installation & was not discussed with me. 3. The large lip on the egress and ingress of the sliding door which does not allow the wheel chair in or out impeding the quality of life. Not to mention if my condo association requests me to replace the incorrect size door they placed without my knowledge.

  

  Business Response

  Date: 09/26/2024

  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 did a site visit on September 23, 2024, took pictures of the interior and exterior door, and reached out to the HOA, who confirmed that the door was approved. Window Nation is working on an approved ramp along with a toe lock for the door, and we do appreciate our customers patience as we work on those issues.
  

  Customer Answer

  Date: 09/26/2024

  I am very much trying to work with Window Nation, however at
  age 73 I am finding that they are either trying to circumvent their business
  and ethical responsibilities or move on without fulfilling their end of the
  contract.
  The called me and they sent out a man to look at resolving
  the surface issues and numerous individuals are calling me from Window Nation
  which I find to be very confusing also in addition to the finance company
  calling.  
  In order to protect myself I have checked with another
  window professional to understand what I need to be cautious of in accepting
  the work and product, which I did not requested (incorrect sliding glass door
  size) or agree to in any way prior to accepting.  They are stating that if
  they did not properly insulate the installed product I would get air,
  condensation and possibly water sooner or later.
  In addition to the door lock, the increased height of the
  bottom lip of the sliding door, and finally the incorrect door size, I
  went to my Cleveland Heights, Ohio city Hall and I have attached the
  paperwork.  They have an independent Inspection company do their
  Inspection work for the city.  However, the city inspector is stating that
  there was not inspection as required by our city and Window Nation also did not
  acquire a permit or get an inspection of the work that they have performed at
  my condo.
  I am very concerned.  Two days ago Window Nation sent
  something stating it was from my condo association for me to sign.  If I
  have to get a lawyer to continue this fiasco and take them to civil court, I
  will do just that unless they stop their antics and start dealing ethically and
  committed to fixing their blatant errors which I see will cost me more
  inconvenience and money in the long run. The short run is to turn this over to
  arbitration or get my own lawyer to handle this.  I will not be signing
  anything else until I see real honest results and someone to tell me that the
  insulation has been done in this work, which I don't see how that can be done
  since they didn't even bother to get a permit or have the inspection done at
  all after changing what was already there.
  PLEASE ADVISE
  ***** ************

  

  Business Response

  Date: 10/04/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. Window Nation has provided the customer with documentation that the door we installed was the correct one based on the HOA approval. Window Nation has scheduled a service date for October 15, 2024, to go over our customer concerns with the door, and we are prepared to install a ramp. Window Nation's team will continue to work with our customer until the matter is resolved.

  Customer Answer

  Date: 10/08/2024

  An appointment was made to remove the outside newly installed sliding door facing, however I called to reschedule that appointment October 2, 2024 to be completed on October 15 @ 8am.  This will confirm that they correctly installed with insulation to prevent water, air etc. from entering and causing damage and also to confirm that engineering guidelines are/have been followed for correct installation of a smaller size door in a larger opening.  That will also include proper paper work necessary from the city of Cleveland Heights that should have been filed for prior to their installation, a permit and an inspection and including signature from the ********* Board for a change.

   

  Customer Answer

  Date: 10/21/2024

  I am in the process after the professional inspection report has been completed and delivered to me in forwarding the analysis to Window Nation and I am also obtaining the necessary ********* board signatures to sign off on this issue.  

  I will with the sign off of the board and the inspection report accept the efforts of Window Nation to provide a sound product that does not detract from the current architecture although the size is an incorrect sliding door size.

  I will provide the complete information to the BBB and Window Nation.

   

• Initial Complaint

  Date:09/11/2024

  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.

  The sales person and manager lied about installation date, service, price, and how I could get things done. DO NOT DO BUSINESS with Wndow Nation!!!I ordered a window in late May 2024, and was promised installation by the end of June. The date of installation was critical (before I left on a long trip). This was made clear to the salesperson (****) and he said that they should be able to have it installed by then. When the measurer came (quickly as promised), I decided to add another window to my order if both could be installed by very early July. I did not get the contract (with lots of fine print) until well after the orders, but was asked to sign for it and promised it would sent to me immediately (and that I could cancel the order within a day after receipt). We negotiated the price (a discount for two windows), but sales person insisted I had to sign contract right away to get the install date/price, but sales person delayed getting me contract and then priced it higher than agreed. I foolishly signed the order to preserve install date. When the install was postponed several weeks (due to very slow processing on their part) , I tried to cancel the order but **** told me that I would be charged 60% of the total order for cancellation, even though I tried to cancel the order immediately after getting delayed install date. The sales manager (***) called and agreed to personally do all he could to meet the original install date and to adjust the price -- granting me $170 off of the overcharge that **** provided (**** acknowledged that he overcharged me); but *** never returned my calls. ****/*** both lied about install date, service to be provided, and price (and its adjustment). They also assured me there would be no problem installing the windows anytime after I got back in mid September (in the off chance they could not install by early July; but now company is telling me they are charging high late fees that was never mentioned.

  

  Business Response

  Date: 09/16/2024

  Window Nation apologizes for any miscommunication with setting up our customer installation. ********************** did speak to our customer on September 11, 2024, and is currently working with our customer to scheduled their install. ********************** appreciates our customer patience through out this process.

• Initial Complaint

  Date:09/10/2024

  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 had referred them to my aunt phone to perform work-(******* ********** Clobtet). I was suppose to get a refer fee $500,00 for recommending my aunt to have work done at her home.

  

  Business Response

  Date: 09/10/2024

  Window Nation apologizes for the delay in issuing a referral gift card. After researching this, we found out that this individual never purchased any windows from us. Also, we were unable to locate his referral with the information that was provided to us. Window Nation gift card referral program is up to $250.00 based on the purchase price of the referral.

• Initial Complaint

  Date:08/28/2024

  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 am reporting false advertisement by Window Nation LLC. In December 2022, my husband and I contracted ** to install windows during their off-season. Due to the slow business period, we were promised an all-inclusive, 7-day vacation resort/cruise as a gift. Despite this, we have not received the promised package. I have attempted to resolve this issue multiple times. On April 1, 2024, I spoke with team representative Gabby and requested to speak with a manager; however, no one called back. On April 30, 2024, I followed up to report that we never received an email from the third-party marketing department. I called again on May 8, 2024, for the third time, asking to speak with a manager, but was told by *********** that no one was available due to their office relocation. On May 14, 2024, I called twice more, speaking with Gabby, who provided the names of team managersForrest, ******, and Chavisas well as the corporate office address at **************************************. Gabby informed me that ******* would call me that day, but I have still not received any communication. Despite our invoice being paid in full, we have not received the promised 7-day vacation since December 2022. This situation is unfair, and I will be contacting the Better Business Bureau (BBB) and other consumer protection services to escalate this complaint. Additionally, when I contacted **'s customer service number *************) as suggested, I was told the voucher expires in December 2024, but no manager has returned my calls. I request immediate action to rectify this situation.

  

  Business Response

  Date: 08/28/2024

  Window Nation apologizes that our customer did not receive their voucher. ********************** did call our customer on August 28, 2024, and explained to them that we are sending them the information immediately and due to the delay have also sent them a gift card. Window Nation appreciates our customer and again apologizes for the delay.

  Customer Answer

  Date: 09/09/2024

  We, my husband and I want to send sincere appreciation for the outstanding service provided by Better Business Bureau. The company ** called the next day, from manager ******* apologizing for the long delay+ when asked why the managers ignored my repeated request to call me, he mentioned he thought problem was resolved because he sent a request to the ************** sent the voucher via email.  I explained customer service throughout this ordeal was horrible.  He offered to mail a $100 gift card.  As of today 9/9/2024, no complementary item has been received.  

  Will follow-up with WN. 

  Again, thank you BBB Team, you truly shine for our family and the community!

   

   

• Initial Complaint

  Date:08/26/2024

  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.

  The experience with Window Nation has not been professional. In the last conversationwith Window Nation I was promised a full credit for the sliding door including labor.I have requested that Window Nation credit the sliding door and labor due to the fact that the product does not meet the specification that was sold to me. It has come to my attention that window Nation does not make theirown products. I was told theymake theirown windows like ******** does. Window Nation does not install their products. I was told they do not use outside labor. Window Nation does not have a sliding door that has a steel frame door with a vinyl overlay, key locking handle, integral locking mechanismnot surface mounted and great E-factor rating. Since they cannot provide a sliding door that meets the specifications that was sold to me, a credit is due for $10,000 to the credit card is due. Please see exact timeline and description of the issue in the letter attached. I appreciateyour assistance in this matter.Sincerely,***** **********-Tobolaski6135 Essex Ct. unit *******************************7594 cell

  

  Business Response

  Date: 08/28/2024

  Window Nation apologizes to our customer for any miscommunication that they have had during their sale. Window Nation does all of the measurements, and then the parts are ordered using those specifications from our manufacturers. Window Nation does not have a manufacturing plant. Window Nation is actively working with our customer on their door issue and has reached out to them on August 28, 2024, to come to a suitable agreement.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22187270
  
  I am rejecting this response because:  ***** *********
  8:47?AM (0 minutes ago)
  
  
  
  to me, dsheppard, fwillome, sjones1
  
  
  
  
  
  
  Only after sending the complaint to the BBB was I given the territory manager email and an email to a corporate manager.  I have been told that they had to contact me and Stephen could not give me their information.   I was told by ******* that a full credit for the door would be credited with labor for $5,000.  After I was able to look up the amount of the credit versus the amount paid for the door,  I was not being credited for the door and the labor of $10,000.  $5,000 is not an amount that will credit the door and labor.    ******* has now stated that Window Nation does not sell a door with the specifications that the sales person sold me.  ******* has stated that he now does not have the authority to make a credit occur.   This sale is a fraudulent sale.   The expectation is either to have the door replaced with the quoted specifications that were sold to me or to have window nation credit the entire door with labor so a new door can be installed by another company since Window Nation cannot supply the sliding door that was quoted of the sample that was shown to me. 
  
  
  Today, I also received an email from ****** requesting when I can talk with him.  I work Mon, Tues , Wed from 10 -8 Pm  and Thurs, Fri 7 am to 4 pm and can be contacted outside my working hours. ****** asked for my availability in order to discuss this sale.   I am requesting that conversations occur in writing so there is no miscommunication. 
  
  
  This email has been sent to window nation and the BBB.  Per the request of the BBB is to be given all information.   
  
  
  *****
  
  
  
  
  Sincerely,
  
  ***** **********-*********

  Customer Answer

  Date: 09/02/2024

  Good morning, the frame of the sliding door has broken away from the frame of the door. The door is broken. 

  

  Business Response

  Date: 09/03/2024

  Window Nation did reach out to our customer on September 3, 2024, to discuss an amicable solution to the request and will follow up with them once we have finalized offer.

  

  Business Response

  Date: 09/06/2024

  Window Nation thanked the customer for their patience as we were researching a solution to the door. We have agreed to refund the cost of the door and have communicated this to the customer, and they have agreed to it. ********************** appreciates our customer and apologizes for any miscommunication during their sale.

  Customer Answer

  Date: 09/06/2024

  Window Nation has stated they will credit the entire door amount.  I would like to make sure they credit the amount prior to closing this case. I appreciate the help of the BBB. 

   

  *****