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

  8198 Terminal Rd Lorton, VA 22079-1438

• 

  Window Nation Cincinnati

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

  
• 

  Window Nation, LLC

  3813a Helios Way Pflugerville, TX 78660

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

• Initial Complaint

  Date:03/10/2025

  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 was replacing windows in my house and was trying to decide which to go with Window Nation or Universal Windows Direct. I got 2 from Window Nation - a side one in my dining room and a side one in my living room. I felt a breeze and went to ********** to put up insulation on the window. The plastic was puffing out from the window and it looked like a "beer belly." I called them a week ago and they are coming out on Mar. 18. I paid $1,000 for each window. There should be no air coming in these windows. I want them to replace these windows or give me a refund.

  Business Response

  Date: 03/13/2025

  Regarding the service concerns listed, our customer called ********************** on March 4, 2025, to inform us that a service was needed for their windows installed on June 20, 2024. Window Nation opened a service request and texted our customer on March 4, 2025, to let them know that the service had been opened and that scheduling would contact them to find a suitable date for our customer. ********************** did have a technician go to our customer's home on March 11, 2025, to address the customer's concerns, but the customer refused service. ********************** has a new service date listed for March 18, 2025. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.
  

• Initial Complaint

  Date:03/06/2025

  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 had windows and a door installed over a year ago. The workmanship was awful, leading to chips in our hard wood floors, screws and nails sticking out, and water damage to our floors. We reached out numerous times. The first *** said he isnt refunding our money, which wasnt what we asked. Months later, his replacement stood us up on a day we had both taken off work to be here. When I wrote a bad ****** review, he called. He explained he missed due to his daughter turning 16. No call, text, or email. We missed a days work for nothing. Then, he does finally show up. He took pictures and said we would hear from him the following Monday. Been over two months and nothing. We never asked for money back. We simply wanted this fixed. Now, we have irreparable damage to our hardwood floors. He also insisted the water damage couldnt be from the windows, yet it wasnt there until after we had them installed. All around, worst experience ever and we will be paying for these windows for a very long time. Not to mention the floors we will have to replace now. Horrible place and work.

  Business Response

  Date: 03/11/2025

  Window Nation apologizes for any delays in addressing our customer concerns. Once we were made aware of this, we called the customer on March 7, 2025, and have a service visit scheduled for March 12, 2025, to look over the project and the customer concerns. ********************** appreciates the customer for allowing us to resolve their issue.

  Customer Answer

  Date: 03/11/2025

  We do not have a scheduled visit. They tried to schedule but I have doctors appts. He was meant to get back to me but never did. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23028330
  
  I am rejecting this response because:  We do not have a scheduled visit. They tried to schedule but I have doctors appts. He was meant to get back to me but never did. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/13/2025

  Window Nation has a site visit with our customer for March *******, to go over our customers concerns. ********************** greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23028330
  
  I am rejecting this response because: the windows and door were addressed but the technician said there was no proof they damaged our floors and unless we had video, they couldnt take our work for it. He even insinuated that our dogs may have done the gashes and scratches in the hardwood. We have tried, unsuccessfully, for almost two years to have this addressed and the offer was not satisfactory. Do not recommend the business at all, as the service is not good. I understand the original install crew is no longer with you all, but businesses are supposed to do the right thing, and this company has not. I shouldnt have to write bad reviews to receive a call, my husband shouldnt have to text (never answered) for an update, we have done your jobs for you. My husband already fixed some of the issues. To treat us like liars and say youll only do half the repairs is exactly what should be expected from you all, but you should do better. We have enough evidence to escalate this. If we have not heard an acceptable plan by tomorrow at end of business, we will. 
  
  
  ***** ******

  Business Response

  Date: 03/18/2025

  Window Nation apologizes for any issues that the homeowner has experienced with their windows. The installation of these windows occurred on May 2, 2023. The first time that Window Nation was made aware of an issue was on October 14, 2024, and it did set up a service date, but this was canceled by the customer. ********************** did have a service visit on March 13, 2025, and we did send a technician out to review the customer concerns but have determined that the leak was present prior to the install of our windows. Window Nation normally installs from the outside and then secures them from the inside, which would prevent any damage to the customer flooring. ********************** is ready to assist our customer with their ********************* without damaging the hard floor. installation.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23028330
  
  I am rejecting this response because the entirety of their response is false. We wrote this review in hopes of getting someone's attention, since writing a bad review has been the only time we have been reached out to. Firstly, we met the salesman, ***, on March 6, 2023. Install was started and completed by 3 subcontractors on May 25, 2023. We contacted Window Nation March 30, 2023 to address some issues. After speaking with the install manager, ****, he was sent pictures. He stated he would contact us within the next few days, after speaking with his manger, but never did. We have screenshots of this conversation. Several months go by and we still have not heard from Window Nation. We called October, 2024, and asked for a member of management  to come out. They were sending a regular technician out so I declined, because we asked for a manager. *****, the new install manager had an appt set with us to take a look, but no call/ no showed due to his daughter turning 16. He was meant to come on that Saturday. We finally heard back from him the following Monday. He did come out the next weekend and stated he was in charge of install now, the subcontractors have since been fired, and so had ****. ***** stated he would call us back on Monday and did not. We reached out 7 days later with no response from *****. We have pictures and screenshots of all of these claims.  A leak was never an issue until we had our windows installed by Window Nation. We sent a video two days after ***** and ***** came, March 15, of water pouring into our home from the window, as well as black mold present, but were once again brushed off as making this up. We also have pictures of the window boxes, tools, etc, with nothing covering our floors INSIDE our home. Yet, we are told that their way of doing things is not that way. We have told them repeatedly that the windows were installed from the inside and told that isn't their standard. We have sought legal advice at this point and our legal team will be in contact with this company. We just do not wish anyone else to go through what we have endured the past year and a half. We have attempted to do this civilly, but will not be called liars or made to feel dumb in our own home, which is currently uninhabitable due to several large specimens of mold. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/28/2025

  Window Nation appreciates our customer's complaint, which has been sent to our local market in order to make them aware of our customer's frustrations and their desired resolution. Window Nation would respectfully disagree with some of our customers' assertions. ********************** has had no contact with our customer from June 2023 until October 2024, and we have offered to reset the windows twice. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23028330
  
  I am rejecting this response because it should not be our responsibility to keep reaching out. I have screenshots of every conversation. We have hired an attorney at this point. You can disagree but you are all in the wrong.  You just stated you had not spoken with us at all until October, but now you are retracting that. We reached back out when our walls and floors started showing damage. Water damage, inside the wall, takes a bit of time to show externally. Please refrain from messages that insult my intelligence. 
  
  
  
  ***** ******

• Initial Complaint

  Date:02/27/2025

  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.

  Custom madeWindows installed June, 2024. Screens that were made for the windows did not come out of the slots easily to clean windows and one had a slit in screen day of installation. New screens were ordered, Windows *** came out to install new screens to find out the screens don't fill window opening correctly there is a gap, screens are bowed. Was told new screens would be ordered and try and get them corrected. Fast forward to end of Feb 2025 still do not have all corrected screens. I sent an email to window nation stating I've been patient long enough, i would like some type of refund and a district manager to call me. Get a phone call was left a message from service tech, that the screens that are bowed and not corrected is my (the customers) fault and that ********************** will not be helping me any longer on the screens. I called back to have to leave a message again. How is it the customers fault, when the screens were never correct from the day of installation? This is outrageous

  Business Response

  Date: 03/13/2025

  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 does have a service date of March 14, 2025, to address our customer concerns. We appreciate our customer's patience throughout this experience.
  

  Customer Answer

  Date: 05/05/2025

  Window nation. Did come back out, however, still no replacement screens.  I recieved a call from a district manager in **, he offered to send me $200. I declined this offer. I have windows that are more less worthless if I'm not able to open the windows up and not have bugs and debris come in to my home, since the screens do not fit too small for the windows, therefore they are worthless.  I really don't understand how a company claims to make windows cannot fulfill an order with workable screens?   I will never suggest nor go to this company again.   

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 22988931
  
  I am rejecting this response because:  Window nation. Did come back out, however, still no replacement screens.  I recieved a call from a district manager in **, he offered to send me $200. I declined this offer. I have windows that are more less worthless if I'm not able to open the windows up and not have bugs and debris come in to my home, since the screens do not fit too small for the windows, therefore they are worthless.  I really don't understand how a company claims to make windows cannot fulfill an order with workable screens?   I will never suggest nor go to this company again.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 05/09/2025

  Window Nation apologizes in the delays in addressing our customer's screens. ********************** did a service call on May 6, 2025, and we were able to replace one of the screens needed and will be contacting our customer once the remaining screens arrive. We greatly appreciate our customer's patience.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 22988931
  
  I am rejecting this response because: this has been going close to a year that my original work order has yet been finalized.  I've been told it's my fault the screens don't fit and that, that as a consumer I clean my windows more often than the normal person, this coming from the branch manager and then state that windows manufacturer cannot get the measurements of the screens correct and having trouble.  So, therefore I was sold windows that windows stated could fulfill an order and they took measurements, removed old windows to installed windows to later state that more less they cannot make the correct measurements for the screens. So if they cannot get the screens to properly fit, I have useless windows that, I can open while letting in bugs and debris from outside.  I've spent a lot of money on the windows along with two patio doors.  Very upsetting that it takes a company almost a year and we still do not have all the correct screens for the order from June 2024.  I did offer to the branch manager 50% Off bill when he asked what i thought was reasonable when I declined $300.  Maybe %50 off bill is much to ask, but I feel $300 Is a slap in the face after dealing with this almost a year, been told it's my fault (harassment if you want to get down to it). This has been one of the worse situations I've been dealt with for a company. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/25/2025

  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 purchased a home in September 2024 that had window nation's lifetime warranty windows. Shortly after closing on the home, we contacted window nation because one of the windows had a crack in it and needed the glass replaced. In October 2024 I paid the warranty transfer fee and scheduled a service call for the window replacement. Shortly thereafter, we noticed none of the windows would open or close fully. On December 3, 2024 a service tech arrived to replace the glass and evaluate the windows. The service tech stated that the windows wouldn't open or close fully because they were left open for so long by the previous homeowner, and a specific part of the windows had to be replaced that had been bent. He stated another service call had to be done and would be a full day to get the windows fixed. Shortly after that service appointment, and before they were able to come out to finish repairing the windows, I got a call on December 23, 2024 stating that "their original measuring photos shows that there was support in the sun room under the windows, but that the support was removed and that voids the warranty". I then requested photos for proof, and I was sent the attached CToslandMeasurephoto 1 and 2 on February 7, 2025. Fortunately for us, this photo shows that the support underneath the windows remains unchanged since they were installed. There has been ZERO change to the structure and support of the windows. I have attached the listing photos which proves that the support being referenced are the beams which hold up the addition entirely. No changes have been made to the support to the structure. Window nation needs to own up to their warranty and fix or replace these windows per our lifetime warranty. Images 1, 2 and 3 attached show the homes listing photos which prove no changes were made.

  Business Response

  Date: 03/03/2025

  Window Nation appreciates our customer's complaint, which has been sent to our local market 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. The original homeowner's purchase was on April 17, 2017, and the new windows were installed on May 17, 2017. Window Nation did take photographs of where the new window would be installed and has provided a copy of this information showing that there are 24 supporting the weight of the new windows. Window Nation did receive a picture from the new homeowner of additional work done in the area of our original installation, and the 2x4s were no longer flush to the window casements, which caused the weight of the windows to bow and not align properly to operate. Window Nation believes this to be no fault of our own, as this work was done after the installation of our windows. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22982651
  
  I am rejecting this response because:

  As clearly shown in the photos, there were NO 2x4s ever present beneath the windows. You can clearly compare the original photos from 2017 to the listing photos that this is the case. The original existing beams that supported the structure are still there. There were NEVER 2x4's there previously. The 2x4s that we installed in November 2024 are not structural whatsoever, they do not go up to it because that is not the intention. The sole purpose of installing our new 2x4's was to hang drywall to finish that room. Nothing structurally was changed from the original installation in 2017 and I have already informed all persons I spoke to at Window Nation that the old homeowner is my neighbor and WILL sign an affidavit confirming that no work was done to that room since the windows were installed in 2017, and before that nothing was changed since it was built in the 1970s. This is Window Nation trying to get out of fixing their shoddy windows that have pieces of plastic hanging off the exterior windows because they never finished the repairs in December 2024. I have already filed a complaint with the *********************, filed reviews on Yelp, this BBB complaint, my next course of action will be the news and a lawsuit for violating my lifetime warranty. I don't know how many times I have to say that NOTHING was done to the structural integrity of this room since it was built, this is simply a way to try to get out of honoring my warranty. These windows need replaced at Window Nation's expense.

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

  Business Response

  Date: 03/11/2025

  Window Nation has opened a service visit for March 10, 2025, to review our customer's concerns, and we are able to provide our customer a quote for ********************* if necessary. Window Nation will stay in touch and communicate with our customer until every issue has been addressed to the customer's satisfaction.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22982651
  
  I am rejecting this response because: A manager at window nation did come out on March 10, 2025 and he immediately said he could tell the structure was not affected whatsoever by the work that is being completed. He took photos and he stated you can clearly tell that the 2x4s that we added were not attached to the window sill or any part of the structure. He did not state specifically that new windows will be covered by Window Nation, but rather someone would be in touch ASAP as they take the Ohio Attorney General complains very seriously. He stated only 1 window out of all our windows wasn't faulty and in need of replacement. He said we would receive a call/response from someone higher up on March 11, 2025. It is now March 13, 2025 and we haven't received any further information yet. I don't appreciate the comment about giving me a quote to replace the windows. The windows are very clearly defective and need replaced per our warranty.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 03/17/2025

  Window Nation did a site visit with our customer and is currently working on a plan to address the customer needs. ********************** will follow up once that has been established. 

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 22982651
  
  I am rejecting this response because:

  Its been almost 2 weeks since the site visit and I have had zero communication from window nation aside from these BBB responses. Ive called both manager numbers this past week that I was given and have received no callback.

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

  Business Response

  Date: 03/24/2025

  Window Nation apologizes for any issues that the new homeowner has experienced with their windows. This contract was originally signed on April 10, 2017, and the new windows were installed on May 17, 2017. The new homeowner initiated the warranty transfer on October 18, 2024, and reported a damaged window. A service was created to address the issue, and this was the first service requested at this address. Window Nation does a pocket installation, which is installing the new window into the existing frame, and we would not have discovered any structural issues based on this. Window Nation did have a site visit with the new homeowner, and we have determined this is not a warranty issue. The customer admitted that the previous homeowner had left these windows open for years, and the lack of support has caused the warping, bowing, and sagging. In the attached pictures you can see the amount of animal seeds and debris from years of these windows being open and exposed to the elements that have damaged the tracks, which are now not allowing the windows to open and close properly. Window Nation has attached our warranty along with the manufacturer's warranty, which states that we are not responsible for any structural changes or improper handling or storage, misuse, abuse, vandalism, neglect, lack of or improper maintenance, or natural aging of parts due to friction or the elements. Window Nation has offered to provide the new homeowner with a quote to replace the damaged windows.

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22982651
  
  I am rejecting this response because:

  There are a few major issues with your statements, particularly the following:

  "The customer admitted that the previous homeowner had left these windows open for years, and the lack of support has caused the warping, bowing, and sagging". This statement is utterly false. The first service repair man that came to inspect the windows and repair them from Window Nation is the one who told me that most likely the previous homeowner probably the windows open too long and that caused the bowing. I do not know the previous homeowner, nor do I know how long they kept the windows open, that was a statement by your ******** that I repeated. If that had been a warranty dealbreaker, then why did he inspect the windows and determine that they needed to be fixed and schedule another service call for December in the first place? That same first ******** that fixed the broken glass window also stated that our window color has been discontinued and if they needed further repair, they would need replaced by Window Nation.

  Second major issue: your photos were taken after 4+ months of construction has been happening in that room. There is sawdust and other materials due to the construction. If you had taken photos of the windowsills in October, you would see that they were clean at that time before any construction began in that room. We have listing photos that show a clean room with no debris and nothing inside of the windows. Your photos prove nothing except that the room is under construction and that nothing was touched structurally by us.

  Most importantly, it seems that the claims process and warranty pre-requisite are deceptive and in violation of the Ohio Consumer Sales Practice Act (OCSPA). The ***** provides for treble economic damages, up to $5,000 in non-economic damages, and attorney's fees in the event that home remodeling work under $25,000 violates standards previously published by the *********************. These previously published standards include refusals to remedy known substandard work and failures to honor warranties. The substandard window quality seems to be the issue here and your refusal to honor the warranty will be cause for a costly lawsuit.

  The only acceptable response in this case is for Window Nation to honor my warranty and replace my faulty windows that will not close or lock due to their subpar quality.

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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:02/18/2025

  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.

  My nightmare with Window Nation began on September 26, 2024 with first visit by a salesman. October 2 and 3 contract was emailed, questioned and revised, and finally signed. October 10, 2024 windows and doors were officially measured. November 14, 2024 was install date. One day install was promised. However, one window came cracked and was not installed, there was no foot lock on the patio door, and the eyebrow window was too small. The installation was definitely incomplete with terrible patchwork done around the small eyebrow window and the 2 windows beneath. Promised to return and complete the job right. On November 22, a manager ***** ***** came out to inspect the incomplete unsatisfactory job. He made notes & remeasured eyebrow window. I never heard from him since! In December I got a call saying another remeasure was needed and someone could come out on Christmas Eve! I had informed several people at ** that I would be out of town for Christmas. On January 6, 2025 the official measuring guy returned to measure the eyebrow window again! He also said that he had a sash for the window that was never removed and replaced, and a foot lock for the door. He left after measuring. Couldnt do anything with the sash which I had repeatedly told several people that the new window had not been installed so the sash was a joke! Today I got email saying the eyebrow window could not be made and I could design a new window myself and send it to them! What the hell? Or they could refund me the price of eyebrow window. No mention of window that was not replaced, foot lock, or properly installing the two windows beneath eyebrow window. In summary, ** did NOT complete the project as agreed. They have not offered an acceptable solution. Out of 8 windows ordered, Installation of only 4 windows was completed, but let in cold air. The patio door still has no foot lock, and I cant even use my security system! Terrible! I am freezing and unsafe in my home because of WN!

  Business Response

  Date: 02/24/2025

  Window Nation regrets the frustration surrounding the customer's project. Our goal is to satisfy the customers on the first try, so we regret that didn't happen in this case. Window Nation did speak to our customer on February 19, 2025, and is working with our vendors on making the specialty window that the customer has requested and has ordered a foot lock also. Once we receive an ***, we will update our customer and address any of the issues that have occurred. We appreciate our customer's patience throughout this experience.
  

  Customer Answer

  Date: 02/25/2025

  Im not sure if I should accept the businesss response because it seems incomplete. It doesnt specifically mention installing the single window that I havent received, or correcting the issue of cold air coming through the other  bedroom windows that were installed. The response also doesnt specify that the two windows underneath the eyebrow window need to be reinstalled as well. Also, there is no mention of financial compensation for the awful condition that my home was left in, and for the distress that I have endured for 3 months now. The response seems too general and I need specifics. When I spoke with Window Nation we discussed all of these issues, and the gentleman seemed very sincere. He promised that each issue would be taken care of in a professional manner. However, right now I am still waiting for the promises to be fulfilled. Im just not sure how much longer I am supposed to wait.

  Customer Answer

  Date: 03/03/2025

  *** ***** called me on Friday February 28, 2025 to say that he had found a manufacturer who can make the eyebrow window. He said that the eyebrow window and the single window that I never received have been ordered, and that he would keep in touch with me. He assured me that everything in my complaint would be taken care of including all three living room windows, redoing parts of the other bedroom windows to make sure that they are airtight and installed properly and install the foot lock on the patio door.

  So far he sounds sincere, and I will give it a couple of weeks to see if he calls me with an update. We discussed whether the job should be finished in one visit or two visits. Hopefully, things will come together and the job will be completed satisfactorily. We still havent discussed financial compensation for over a 3 month delay and the condition of my home due to the window disaster.

  If Window Nation still doesnt complete the job, what are my next steps?

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22943205
  
  I am rejecting this response because:  

  *** ***** called me on Friday February 28, 2025 to say that he had found a manufacturer who can make the eyebrow window. He said that the eyebrow window and the single window that I never received have been ordered, and that he would keep in touch with me. He assured me that everything in my complaint would be taken care of including all three living room windows, redoing parts of the other bedroom windows to make sure that they are airtight and installed properly and install the foot lock on the patio door.

  So far he sounds sincere, and I will give it a couple of weeks to see if he calls me with an update. We discussed whether the job should be finished in one visit or two visits. Hopefully, things will come together and the job will be completed satisfactorily. We still havent discussed financial compensation for over a 3 month delay and the condition of my home due to the window disaster.

  If Window Nation still doesnt complete the job, what are my next steps?

  Sincerely,
  
  D. ***** ******

  Business Response

  Date: 03/07/2025

  Window Nation apologizes again for the delays and inconveniences our customer has experienced during this project. Window Nation does have an ETA of April 19, 2025, for the specialty window and will continue to follow up until every issue has been addressed to our customer satisfaction.

  Customer Answer

  Date: 03/10/2025

  How can I possibly choose the option that the response from the business is acceptable and allow the complaint to be closed? All I have received are more words and promises. I would like to believe that the job will actually be completed around mid April 19, 2025 which they notified me of an April 26th expected date for them to receive the windows and an install date a week after that!  This is FIVE MONTHS after their assurance of a one day install date of November 14, 2024!
  I have had to live through an extremely cold winter, pay excessively high heating bills, live with an increased security risk, and yet continue to pay monthly for my security system. I was unable to decorate for the winter holidays or put down a new rug in the living room. I have to sleep in long sweatpants and a jacket with two comforters. I have had to put up with questions and snide comments from neighbors about what is going on with my windows, and how much longer it is going to look like it does. No one from the company has come out to seal the windows better, or to complete any part of the job. The company has not offered any acceptable financial compensation or adjustment. They have been very tight lipped on the subject, except for vaguely mentioning refunding the cost of the eyebrow window in the beginning, which seemed to me like if I agreed to that I would never have heard from them again! Recently a laughable $100 gift card was said to be sent to my email which by the way I never received. I just cant depend on what ** says about anything. I know what they actually have done to my home, and its not good! I cant help but wonder if this fiasco will ever be resolved. Surely someone must understand how this has impacted my life!

  D. ***** ******

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22943205
  
  I am rejecting this response because:  

  How can I possibly choose the option that the response from the business is acceptable and allow the complaint to be closed? All I have received are more words and promises. I would like to believe that the job will actually be completed around mid April 19, 2025 which they notified me of an April 26th expected date for them to receive the windows and an install date a week after that!  This is FIVE MONTHS after their assurance of a one day install date of November 14, 2024!
  I have had to live through an extremely cold winter, pay excessively high heating bills, live with an increased security risk, and yet continue to pay monthly for my security system. I was unable to decorate for the winter holidays or put down a new rug in the living room. I have to sleep in long sweatpants and a jacket with two comforters. I have had to put up with questions and snide comments from neighbors about what is going on with my windows, and how much longer it is going to look like it does. No one from the company has come out to seal the windows better, or to complete any part of the job. The company has not offered any acceptable financial compensation or adjustment. They have been very tight lipped on the subject, except for vaguely mentioning refunding the cost of the eyebrow window in the beginning, which seemed to me like if I agreed to that I would never have heard from them again! Recently a laughable $100 gift card was said to be sent to my email which by the way I never received. I just cant depend on what ** says about anything. I know what they actually have done to my home, and its not good! I cant help but wonder if this fiasco will ever be resolved. Surely someone must understand how this has impacted my life!

  D. ***** ******

  
  
  Sincerely,
  
  D. ***** ******

  Customer Answer

  Date: 03/10/2025

  Different dates sent to me than date sent to BBB

  Business Response

  Date: 03/12/2025

  Window Nation understands that our customer is untrusting of our response, and we would like to express our sincerest apologies as a result. The customer gift card was sent on March 11, 2025, but has not been redeemed yet. Window Nation has been in communication with our customer, providing an *** on parts arrival, and will address any service needs that the customer has. We appreciate our customer's patience throughout this experience.
  

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, We shall see if WN follows through in April. If not I will take further legal action. I am trying to be reasonable and give ** one more chance to resolve this issue. Yes theyre correct that I do not trust them due to this lengthy and harrowing experience. I sincerely hope that they can change my mind with Actions which speak louder than words!

  Sincerely,
  D. ***** ******

  Business Response

  Date: 05/19/2025

  Window Nation agrees to mediation with our customer.

  Business Response

  Date: 05/19/2025

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

  Better Business Bureau:

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

  Thank you.

  Customer Answer

  Date: 05/20/2025

  Who pays the $250? What exactly did Window Nation say?

  Thanks!

  Customer Answer

  Date: 05/31/2025

  I have not personally heard from Window Nation. I emailed *** ***** to ask what compromise they were willing to make, however I got no reply. I filed a complaint with the *********************************** as well as the BBB. About a week or two later a new person, ******* W, from Window Nation left me a voicemail. I returned his call, but he wasnt in the office. Yesterday I received an email from *******, so I sent a reply with documents and pictures. Its the weekend and Im assuming that ******* is off work on weekends. Hopefully, I will actually speak with him on Monday.

  D. ***** ******

• Initial Complaint

  Date:02/11/2025

  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.

  Had 2 new windows and a sliding patio door installed and the install work was horrible had to clean up after installers had to seal around patio door had cold air blowing in from outside and the patio door also holds water which from what I can find is do to a manufacturer defect company has horrible communication *********** a a copy paste of a text from a sales person weve been dealing with because no one hire up will deal with it No worries i understand , it's construction and this happens to probably 1 out of 10 - 13 people i work with. You got the short end of the stick. It's construction and this is unfortunately the name of the game If I knew the company was going to be a s*** show to deal with I would have done the install my self.

  Business Response

  Date: 02/17/2025

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. We pride ourselves on resolving any follow-up service needs quickly and effectively. We regret that this has not happened in this case. Window Nation has a service date scheduled for February 24, 2025, and will continue to follow up with the customer to ensure they are satisfied with the finished product. We appreciate our customer's patience throughout this experience.

  Business Response

  Date: 02/17/2025

  Window Nation apologizes we have not scheduled a service date for our customer as of yet we have an eta for the parts on February 26, 2025. Once received and inspected we will reach out to our customer to scheduled a service date that works for them.

  Customer Answer

  Date: 02/18/2025

   
  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,
  
  ****** N

• Initial Complaint

  Date:02/06/2025

  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 contracted Window Nation to install eight windows and one slider door (2 pcs.) on 11/14/2024. We have two side by side windows in the den. Only one needed to be replaced due to a broken seal. After installation was completed, I noticed that the replacement window in the den did not match the original window that was next to it. The salesman (****** ***** @ ************) never mentioned that the windows would not match or even suggest that the two should be replaced so they WOULD match. I contacted Window Nation to let them know the dilemma (they do not match) and sent emails and pictures pertaining to this issue. I needed to talk to the salesman to find out what could be done to remedy this problem. I tried repeatedly (nine times) to call and address this issue. The salesman has never returned my call. I was recently contacted (on 01/30/25) that I have a remaining balance due of $886.00. The company feels they have fulfilled their responsibility to the signed contract. I need this company to communicate with me to resolve this issue. There is a lack of Customer Satisfaction and poor communication on their part. I have been willing to work with them to resolve this issue and I am willing to pay the balance when the job is completed to my satisfaction.

  Business Response

  Date: 02/12/2025

  Window Nation apologizes for any miscommunication during the sale of our windows, but the contract that was signed on 9/16/2024 was to replace 8 windows and one sliding glass door. The installation took place on 12/3/2024, and the completion paperwork was signed also. The window in question was not part of this agreement to date. Window Nation is more than willing to replace the additional window our customer has referenced, but this would require a new contract, and Window Nation has offered to send a salesperson to our customer's home to provide a quote for the additional work. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer Answer

  Date: 02/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:I received this correspondence from Window Nation. Again, after several attempts, I have yet to hear from a salesman regarding what another window would cost to match the window they installed. 
  
  ****** Cafcules 
  
  

  Customer Answer

  Date: 02/13/2025

  Please close this complaint. I have sent them the final balance due 

  Thank you for your help with this matter.

   ***************

• Initial Complaint

  Date:02/03/2025

  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.

  9/30/24, 11/7/24, 12/ 16/24, 1/30/25. A salesman and we agreed to a design and order for windows and a custom French door. The design program could not produce a design representation to meet specifications for the door, and the salesman provided a redesign a week later. This design resulted in misalignment of the window grids in the door, which also did not meet specifications. I provided a detailed description and drawing in writing indicating that the window grids for both doors would be aligned, and if necessary, the space under the windows in the operable door could be made larger to assure that the grids would be of equal size and aligned across both doors. I was assured by the salesman that the door would be disarmed as specified. Upon delivery, however, the door sent was misaligned and clearly no effort was made to match the two doors and the window grids. The difference was as much as 3 different. Again we discussed the design that had been agreed upon, and a copy of that description resent. I also complained that workmen threw out the custom lock set that matched the 3 other entry doors in my home and the cheaper replacement could not be rekeyed to match. I was told, but you didnt tell us not to throw it away. (Nor asked if I wanted to keep it.). In January, they ******* arrived with a window replacement for one of the doors that had not been submitted for my approval, also did not align correctly, and insisted that it be installed. It did not meet the original design specifications and they were told in writing that their work was not accepted. This sale was substantial, including 30 windows and a door. I worked diligently through as many as a dozen written and spoken communications to assure that the specifications were clear and agreed upon. We discussed their warrantees and assurances that the door could be designed. I believe that amount of the sale justifies an expectation that the job be done as agreed to.

  Business Response

  Date: 02/05/2025

  Window Nation regrets the frustration surrounding the customer's project. Our goal is to completely satisfy the customers on the first try, so we regret that didn't happen in this case. Window Nation has reached out to the manufacturer of the door with the customization specifications needed by our customer. ********************** will update our customer with an *** once provided by the manufacturer. Window Nation also will reimburse our customer for the lock that was discarded.

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:

  I have not had an opportunity to view a response directly from the company.  A part of my complaint is that they have not communicated directly when they unilateral determined what was acceptable without communicating or getting feedback from me.  It is not clear from their response what they think they are correcting, and the issue is specifically that their product (s) do not comply with the descriptions on their website and in the detailed correspondence exchanged with their salesman, putting me in a trust but verify frame of mind.

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

  Business Response

  Date: 02/11/2025

  Window Nation apologizes for any lack of communication concerning the customer door. Window Nation has pointed out that we reached out to the manufacturer to get the door grids to align to facilitate the dog door. Window Nation regrets that after speaking to our manufacturer, we will not be able to align the grids on the French doors due to weakening the integrity of the door, and our manufacturer will not honor any warranty for the product with a weakened structure. Please see the attached. Window Nation will continue to work with our customers to come up with a suitable resolution.

  Business Response

  Date: 03/28/2025

  Window Nation is continuing to work with our customer on suitable solutions. We did speak with them on March 27, 2025, and requested a punch list of items to review and also worked toward an amicable solution to compensation. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

• Initial Complaint

  Date:01/28/2025

  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.

  We chose Window Nation to install a new 2-panel sliding glass patio door at our home this past fall. We were told this would be a 1-day job.After installation, the crew left before thoroughly cleaning the panels. As we were cleaning the doors ourselves after work later that evening, we discovered a large "smudge" on one of the panels that would not come off. We contacted the company and informed them of the issue. They discovered the smudge was between the two panes and agreed to re-order & re-install that panel, which they did about 4 weeks later. In the meantime, we also had to hire a contractor to fix the numerous nail pops in our newly painted drywall around the door framing that were caused by the installers.After installing the new panel, we discovered debris in the other (sliding) panel. The company agreed to come out a 3rd time to replace that panel, which they did.After installing that panel on their 3rd trip, I noticed the door not opening/closing smoothly and clipping the framing when closing. The "master installer" assured me that this issue was weather related and would "solve itself" when the weather got warmer. I agreed to let the vinyl framing set for a couple of weeks. The issue did not "solve itself", so I had to reach out and have someone come out for a 4th time. On this trip, the project manager was unable to fix the issue, but did agree that it was due to an error in installation, not weather. So, we scheduled a 5th appointment.Finally, after the 5th appointment, our door was installed and operating properly. I have requested a partial refund for a fraction of the total cost of this project due to inconvenience and poor service. There is no way a customer who has been put through the inconvenience/stress this has caused us should have to pay the same amount as someone who had the job done right the first time.

  Business Response

  Date: 01/30/2025

  Window Nation would like to apologize to our customer for any frustration they may have endured during their project. Our goal is always 100% satisfaction. Window Nation regrets if we did not hit the **** for our customer in this instance. **********************'s warranty does cover these scenarios so that there are no additional costs associated with installation delays. Window Nation did complete all necessary services; please see the attached. Window Nation appreciates our customer's patience.

  Customer Answer

  Date: 02/03/2025

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

• Initial Complaint

  Date:01/17/2025

  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 entered into a window agreement with Window Nation in July of 2024. Included in our order was a bay window for our kitchen. The order was placed, Window Nation inspectors did a site check and approved the area for a bay install. On installation day 9/17/2024, the bay window was taken off the truck set in our backyard waiting for install. After several hours of wandering around my property and not touching the bay window, we were told there was an issue and the bay window would not be able to be installed. Apparently, the initial site inspection was done incorrectly and our home would not accommodate the bay. *********** inspectors came out and told Window Nation that they would not approve the installation. I was angry and extremely disappointed. A bay window in my kitchen was always a dream of mine. I was told that day by the Window Nation site manager, ***, that this issue would receive expedited service for replacement window for the bay and we would receive compensation for the error on Window Nation's part. We finally did get a new double hung installed in that kitchen on 12/3/24. It took them nearly a month and a half to issue a change order and get the new window order placed. To this day we have never received a corrected invoice or compensation on the inconvenience and error on their part. Today I received a statement from Synchrony, who is financing our project for the full entire amount of the original order with the bay window, no compensation for the error. I was told no billing would occur until this issue was resolved. I have been dealing with ******* *****, ****, ******* ********* and Forest ******* and have gotten communication, resolution or assistance. I did place a call to ******* ***** Regional Manager today, 1/17/25 and was unable to leave a message due to a mailbox not set up. I notified **** who works under ******* of my total frustration and anger. If you need any further information please contact me.

  Business Response

  Date: 01/21/2025

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. Window Nation contacted the lending institution and requested that the loan not be funded. Window Nation did send an email to our customer on January 3, 2025, outlining the discount we would provide our customer for $4605.00. **********************'s team will continue to work with our customer in an attempt to resolve this matter.
  

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: Window Nation has simply subtracted the cost of the bay window and added the double hung. I was promised compensation for the error on Window Nations part for the negligent and faulty site survey which they stated a bay would be appropriate and work in our space.  Window Nation realized it was not able to be installed on our home before the City of *********** arrived on the premises.   I was also promised expedited service to remedy the situation and get the replacement double hung and it took approximately 2 months.  Their sales employee failed to timely submit the change order for the new window.  Communication with Window Nation and been extremely frustrating and lacking in compassion.  It took weeks to get a new offer in the form of a revised contract and that happened only today 1/21/2025.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/21/2025

  I have been given another deadline of 1/24/25 @ 3pm to sign an agreement that has been suggested with no mention of compensation or reflection of the Buy 2 Get 2 offer that was agreed upon with the original order.

  ***** ******

  Business Response

  Date: 01/24/2025

  Window Nation apologizes for any deadline given and has conveyed that to our customer. ********************** has agreed to compensate our customer with a discount of $4605.00, which we have provided to our customer in writing, and all applicable discounts are applied during the sales presentation. Window Nation appreciates our customer patience throughout this experience.

  Customer Answer

  Date: 01/29/2025

  Hello,

  I spoke to Mr. ******* ******* this morning (1/29/25) and we discussed the situation. He stated Window Nation is unable to furnish me with a detailed invoice as far as charges, discounts and compensation.  Stating it is there practice to not do that considering what all goes into cost. 

  He asked me what I would like to see happen. I replied that a bill of exactly $10,000 would be my suggestion. This way I feel my compensation would be met and Window Nation would get a fair amount for the windows. I felt my offer was fair and ******* seemed accepting. He stated he will discuss it with his team and get back to me.  Hopefully, I will hear back from him today or tomorrow.  

  I will provide any further information after I speak to *******.

  Thank you, ***** ******