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

  575 University Ave Norwood, MA 02062-2654

  
• 

  Window Nation, LLC

  1200 Windham Pkwy Romeoville, IL 60446-1673

• 

  Window Nation LLC

  1070 N Farm Rd Unit 1 Wallingford, CT 06492-5931

• 

  Window Nation Cincinnati

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

  

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:01/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The price they quoted us and the price they are charging us are huge. I have contacted the Rep and he tells us they will fix the problem this has gone on for over three months with nothing being fixed. My wife and I are seniors on a fixed income. I wish I had read all the reviews before dealing with Window Nation. We have emailed the owners and the don't even respond back. This has been a nightmare. I have tried to schedule a sit down meeting with either the Rep or the owners but get no response. I have copied every text promising a fix but nothing happens.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Window Nation apologizes to our customer for any frustration they've experienced since they purchased windows. Window Nation is currently reviewing the sales price and working on a solution for the customer with management. Window Nation appreciates our customer while we work on resolving this issue

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, 2022 my wife and I had an initial consultation with a Salesman from Window Nation. During the appointment, we told the salesman that we wanted 8 vinyl windows with the split screen that works with the window open at the top and the bottom. We specifically asked for the screen at the top due to the fact that we open the top window to allow the air in and we have a couch that blocks part of the bottom window. The Salesman assured us that the windows he was selling will do exactly what we wanted. After the discussion, we signed the contract on the spot and paid approximately 20% down. The windows were installed on July 12th, 2022. In September, while attempting to open the windows, I discovered that every time I put the screen up and opened the top window, the screen would get caught on the weather stripping and lower the screen rendering the window obsolete. It occurred with all 8 windows.
  
  Contact was made with a Supervisor who advised that this was not a defect with the windows and that they (Window Nation) would not be able to do anything about them. He continued to inform me that these windows were NEVER meant to be used with the screen up. After sending multiple emails, phone calls, videos of the issue and pictures, they have ceased communication and fired the lady I was dealing with. They have not accepted fault for the salesman, that he lied and are not willing to correct the problem with the windows. I was quoted an additional $980 to get full screens but I am not willing to pay another cent. I want what was offered during the consultation. They need to honor what they tell consumers. These windows are worthless as is due to the fact that the screens cannot be used.
  
  Additionally, we were promised a referral bonus of $100 for being referred by my in laws. We have been going back and forth about this as well, with no resolution in sight.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Window Nation regrets that the customer didn't receive a gift card as part of the referral program; it is only for the individual who refers the customer, and that is paid out once their referral's installation is complete. Window Nation understands that there may have been a miscommunication concerning half-screen vs. full-screen, but will work to an amicable resolution by January 12, 2023. Window Nation appreciates that our customer has given us an opportunity to address their concerns.

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worked with a salesperson, Charles W**** (******@windownation.com), the last week of March 2022. Project #******We had to wait until July 15th 2022 in order to have our windows installed. Team arrived on the 15th. Only one spoke English. They are not employees of the company. They are sub contractors. Somewhere along the line of manufacturing or transport, a window got to us cracked. We were informed they would need to install the cracked window but assured us a replacement would be ordered immediately. To add to the grief, it took multiple days to replace the windows; not the one day assured to us by the salesperson. (Other issues with the installation included not cleaning up after themselves and leaving our gate open, leading to our dog running away.)After calling multiple numbers, speaking to numerous ambivalent people with customer service and "coordinators", a window replacement was ordered three weeks later - not on the 15th as stated.We then waited until today, November 4th 2022, to have the replacement window arrive for installation. The installer came out to the house, another sub contractor not employed by Window Nation, removed the broken window, and as he went to install the replacement, realized the window provided to him was the wrong type. See the picture to understand. He had to install the second replacement because the original replacement completely broke as he removed it. After speaking with his "supervisor", he informed us we would have to wait another 6 weeks to get a THIRD window to fix the two failures of this company. 10 months into process, we are still waiting for it to be complete. Phone number directs to a customer service line where no one provides straight answers or proper information. 80% of the time, they just hang up on you. No one in management or leadership will contact us. Recently received an invoice through email but contract says payment not due until job is 100% complete. Job is not complete.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Window Nation regrets the lack of communication with this customer and apologizes for the inconveniences our customer has experienced during this project. We regret the issue with the communication, however, we respectfully disagree with our customer's feedback about them being hung up on 80% of the time Window Nation prior to receiving this complaint, attempted to contact our customer to schedule service on December 28, 2022, and January 3, 2023, we now have a service date set for January 9, 2023, when we will be able to complete the customer's project. Window Nation will continue to stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.
  
  
  Consumer Response /* (3000, 7, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Company did send out another non-employee sub contractor to our home and finalized the job. We do not accept the response from the business as a whole. They mentioned two times in the last two weeks where they made proactive attempts to contact us as the customer. We counter with "where was the proactive approach in communicating and resolving issues created by them in the other 9 months and 2 weeks we've been wanting our installation completed?" We acknowledge this means little to the company and expect little else from them other than another invoice expecting payment for a extremely poor customer experience. Shame on you Window Nation. Expect more from your regional locations and its management.
  
  
  Business Response /* (4000, 9, 2023/01/12) */
  We respectively disagree with our customer on their assertion that we aren't concerned with their poor experience, specifically with communication from the local team. Window Nation takes these matters to heart and would like to learn from these experiences to get better as a company; for both this customer and future ones.
  
  Window Nation did confirm via phone call that the appointment on January 9, 2023 was completed and that there are no more service issues at this time. We do appreciate our customer's patience throughout their experience.
  
  
  Consumer Response /* (2000, 11, 2023/01/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We have spoken with someone at Window Nation Corporate, who is tending to our situation at this time. At this time, we no longer need assistance from the BBB. Thank you for your time.

• Initial Complaint

  Date:12/28/2022

  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.

  This job was contracted on 9.9.22 to replace a bay window, replacing a broken window, replace a sliding glass door and caping 2nd floor windows. The job was quoted at $10,600 dollars. A deposit of $4089 was paid in cash to Window Nation. The balance of $6511 was financed through *************.
  As of 12.28.22 the broken window, in my dining room, has still not been replaced. I have been waiting for the window to be installed for 4 months. This window has been paid for. I have spoken to at least 7 different Window Nation employees about finishing this job.
  The salesperson who quoted the job did not know the difference between a replacement window and a new construction window. A fact which cost me several hundred dollars in window capping fees. I paid for the window capping, however, none of the windows could be capped because they are new construction windows. When I questioned the company about the charge, I was told that they would reimburse me for the capping fees. 2 months later, I am still waiting for reimbursement.
  The cost of this job was financed through a 3rd party HELOC company. Window Nation submitted the full expense of the job to the finance company, so Window Nation has been paid in full. However, the job is still not complete.
  I am asking for the capping and broken window to be removed from my bill. As well as reimbursement for the time I took off from work waiting for Window Nation to complete the work.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Window Nation apologizes to our customer for any frustration they've experienced. We have confirmed that the customer's refund has been processed prior to this complaint being received (December 26, 2022). Our best guess is that, with the recent holidays, our customer may not have received their check in the mail just yet. We will continue to follow up to ensure the customer does receive it. If it has not yet been received after 10 business days, Window Nation will cancel the check and reissue another one. We appreciate our customer's patience.

• Initial Complaint

  Date:12/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 16 windows in March of 2020. They didn't install until July of the same year. During installation several problems were noted. Several damaged screens or missing screens and one window that was ordered in the wrong size. Over the course of the next 7-8 months I had several appointments for company contractors and supervisors to come out and rectify the ongoing issues I was having. After consistently showing up with the wrong materials to complete the work (screens were never the correct size or build) I attempted to escalate this issue to the owner or franchisee. I was promised a reduction in my total price and assured that the correct materials would be personally ordered by this person (******). After several more attempts the screens still were not delivered and installed. We were told once more that everything would be re-ordered. That was the last communication with the company and that was 10 months ago. I never signed any paperwork indicating that the install was satisfactory and agreeing to finalize this project. Window Nation does not start the financing until the project is signed off on by the purchaser. The project at my residence was NEVER completed. I checked my credit report on December 22nd 2022 to find that Window Nation had made an unauthorized hard inquiry on my credit. The only agreement I entered into with Window Nation was at the initial consultation and ordering of the windows in 2020. The terms of financing in 2022 are going to be vastly different from what I agreed to at the time of purchase. I believe Window Nation is attempting to enter into a financial agreement with a third party on my behalf without authorization after having absolutely no communication with me for nearly ten months. Nothing has been finalized or signed off on.

  Business Response

  Date: 01/06/2023

  Window Nation apologizes to our customer for any undo frustration. Our goal is to install a product that our customer can be proud of and enjoy for years to come. Our records indicate that the customer had their last service appointment completed on June 1, 2022, following which there has been no communication with the customer prior to receiving this complaint. Window Nation's assumption was that the matter was resolved.
  
  In regard to the credit "hit", Window Nation denies that we made an unauthorized credit inquiry, as our customer's balance has not yet been paid in full, even after services had been rendered. They agreed to finance their project at the time of sale, for which we have a signed loan application. Our teams will continue to investigate the matter and attempt to provide an appropriate resolution to ensure both parties are satisfied. We appreciate our customer's patience.

  Customer Answer

  Date: 01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Someone from the escalation team called and left a message one time. I've tried calling them back multiple times with no answer or response. I even left a voice-mail for ****** in the ******** office. I also cannot contact anyone in the ******** **** office. This project has never been completed and as such should not be submitted for payment. Due to the ongoing lack of good business practices demonstrated by Window Nation I would like to renegotiate the price for this project should it ever be completed. I have several issues that still need resolved before I will sign off that this project is complete. By waiting two years to re-apply for financing I will now have to pay a much higher interest rate. This is all due to the incompetence of Window Nation and their contracted employees.

  Business Response

  Date: 01/18/2023

  Window Nation hasn't spoken to the customer since June 1, 2022, and at the time, it wasn't aware of any outstanding issues with the customer's project and believed that it was complete. Window Nation is willing to assist our customers and will work with them until they are completely satisfied.

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company falsely claims to have contacted me on June 1st 2022. I have had no contact or correspondence from Window Nation since February of 2022 when they came to install 5 screens that were all the wrong size for the fourth time. The screens were left on my front deck with a note to call the office. If Window Nation believed the matter was settled and the job was complete, why did they wait until the end of December 2022 to try and push through financing? Financing was not to be finalized until the project was complete to my satisfaction, per the contract i signed. It is still not complete and I cannot get anyone from the ******** office or the escalations group in ******** to return my calls. My desired resolution to this issue is to get my project completed to my satisfaction and renegotiate the project cost to reflect the unprofessional, and unnecessarily long, and overall poor experience with this company.

  Business Response

  Date: 01/26/2023

  Window Nation would respectfully disagree with our customer's position. We had received the needed 5 screens in May, 2022, and we attempted to schedule an appointment on June 1, 2022 for installation. However, we were unable to complete the service for the customer at that time. As for the question regarding the timing of the financing, Window Nation was conducting an internal audit when it was discovered that our customer had not paid for the ************************ that were already installed, which would need to be settled prior to any further warranty services being performed. Window Nation is willing to help our customer with their screen issue, provided payment is received in advance. We appreciate our customer's understanding.

  Business Response

  Date: 02/14/2023

  Window Nation does not believe that our customer's account of the matter is accurate, and we respectfully disagree that the project isn't complete. Window Nation has already stated that there was an internal audit done; highlighting the fact that our customer's financing had not been completed as it should have been following the installation. Window Nation remains committed to honoring any service or warranty work needed for our customers, however a customer's warranty is not active if the project is not paid in full. Window Nation regrets any confusion for our customer, however we do require payment prior to any further work being completed. 

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never worked with a more unprofessional company. We've filed multiple complaints and still nothing has been done. First, it took over a year from when we purchased the windows for them to be installed. When they were installed, 1 was broken and 1 wasn't the right window. So we had to wait 6 more months for those to be installed. They kept sending us bills and hurting our credit score for non payment, but the job wasn't even done. They forged a "job completed" form before we even received all the windows. None of the windows lock properly and we've asked multiple times to have someone come fix them, no one has come. And now this is our first winter with them, and it is absolutely freezing in our house. If you stand next to the window, you can feel the cold air blowing inside. My son was complaining that his room was freezing one night and my husband noticed that his curtains were moving from the wind blowing outside. Our furnace is working hard to keep the house warm and we are currently experiencing below zero temperatures. My husband called them a few days ago and they said "we will call you back in 4-5 days". This is absolutely unacceptable and has been nothing but a headache since we started this process. We just want some justification.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Window Nation apologizes to our customer for any frustration they've experienced since they purchased windows. As to the matter of a "forged job completion", Window Nation would disagree with this notion and the matter was settled via signed mutual agreement on October 20, 2021.
  
  With regard to the service concerns listed, our customer called Window Nation on December 16, 2022 to inform of us their service matters. Window Nation contacted our customer on December 28, 2022 to schedule an appointment at their earliest convenience. At that time, they requested to call Window Nation back once they had viewed their schedule. Window Nation received this complaint on January 3, 2023 from the BBB, and we attempted to make contact via phone and email on January 4, 2023, but were unsuccessful. Window Nation stands ready to assist our customer with the warranty matters mentioned when our customer informs us of a date that will be convenient for them. We appreciate our customer's patience throughout their project.

• Initial Complaint

  Date:12/23/2022

  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.

  5 windows in my home were replaced by Window Nation in May 2021 and I was told the insulation was going to be fantastic. My old windows were 80 years old. Today, with high winds coming from the west, both new windows on the west side of the house (one on main level and one on 2nd floor) are draftier than my old ones. You can see from the thermometer on the windowsill of a closed and locked window that the temp reading is 28 degrees. I work from home at this window and my hands are cold. I called and was told that the labor warranty expired and it would be $150 up front for them to come to the house. This is unacceptable. Maybe the labor was OK but the draft is coming through the channels on each side of the windows. I expect that the other window upstairs (same install date, same brand, same size as one in this complaint, other side of the house) is exactly the same but the wind isn't coming from the east today.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Window Nation apologizes to our customer for any frustration they've incurred since installation. Where this customer lives, the customer experience a "cold snap" on the date mentioned in the complaint; experiencing 30+ mph winds and below 0 degree temperatures. These are abnormal circumstances and therefore this should not be a recurring concern for our customer, thankfully.
  
  With regard to the additional charge for service, Window Nation does offer a variety of labor warranty options to our potential customers prior to purchasing. In this customer's case, the windows purchased had a 1-year warranty which has expired. Window Nation offers a lifetime warranty on the parts themselves, however the service fee is better seen as a "trip charge" to cover the cost of the technician's time and wages.
  
  However, as a one-time courtesy, Window Nation would like to extend the offer of a cost-free service appointment to our customer as a goodwill gesture. This customer has been scheduled for January 6, 2023 in order to address and mitigate any concerns they're experiencing with their windows. Window Nation appreciates our customer's patience and cooperation, and we look forward to bringing them a resolution.

• Initial Complaint

  Date:12/21/2022

  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.

  11/2021 Contract signed for 10 windows to be installed by Window Nation (WN) They said 6 weeks . Then pushed out 20 they came to install after 16 weeks. Wrong color windows and 2 windows were wrong. Window seal damaged, one window is installed backwards , one the framing for a special window is terrible. And another the window frame is cracked . Also the installers did not clean up after themselves. Called the day of the installation in March 2022 the day the windows were being installed . Said someone would reach out and this issue would get corrected. The installers told me not to pay the balance due until this was resolved. An email was sent immediately to WN customer service, [email protected] A call was immediately made to WN customer service. I exchanged emails with the sales manager and the install manager and another manager. Another call was made to customer service and got directed to the manager. I his information. Spoke once asked me to forward my emails then nothing. Stopped answering my calls, emails or text. Spoke to B**** she stated that this wasn't there issue it was a sales issue and transferred us to the Manager denied responsibility and claimed it was a sales issue. Called CS again stated I haven't received a call back after 2 months told manager was on out of office for the week and would call when the returned 2 more months and no call . Told again that they gave message not responsible for them calling or not . B** stated that this wasn't their issue and they still require money due.
  Called manager again no response no call back . Left review they said call them it was pointless because issue was not resolved again. Received an email last month that balance was due or else. I Emailed asking if I was going to have resolution no response called spoke to representative B***** then told someone would come look they did . Still want me to pay before they fix things !! This has been going on for way to long
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/27) */
  Window Nation apologizes to our customer for any frustration they may have experienced during their project. We would respectfully disagree on a few matters stated, as Window Nation was unaware of any service issues that required our attention until fairly recently. Window Nation had informed our customer some time back that they received the type and style of windows that were contracted for, but there was an apparent dissatisfaction following installation. Window Nation does, however, now know about the remaining service concerns and has ordered the service parts needed and will communicated with our customer once we have an ETA from our manufacturers. We greatly appreciate our customer's patience and look forward to bringing them a complete resolution.

• Initial Complaint

  Date:12/21/2022

  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.

  Purchased windows on 9/6/22. Installation was not completed. Repairs promised need to be fixed: The rotten boards replaced. White wrap alum. was sealed with silicone instead of caulk. Damage to siding around windows. Insulation was left hanging on windows. Inside boards were removed and broken, never replaced. One ***************************** has damage. All the windows develop condensation when temp drops 20 degrees or below. Windows don't glide easily.

  Business Response

  Date: 12/27/2022

  Window Nation appreciates our customer's patience as we work to resolve their concerns. Window Nation was attempting to communicate with our customer on multiple occasions following their installation in order to complete their project, however we found it difficult to reach out customer at a time convenient for them. Nevertheless, Window Nation has now been able to secure a "punch list" of items that are needed to complete our customer's project and awaiting the parts arrival via the manufacturer. Once received, Window Nation will schedule installation with our customer and ensure they are completely satisfied.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has not been out to my house to make a punch list,the last communication with them they said the guy (*****) was no longer in the department and I would be contacted by his replacement. The issue is not just with the defective windows,it also is about the damage that was done to the outside of my home by their unskilled labor.Thank you for your help in this matter and I apologize, I'm not very good with texting.

  Business Response

  Date: 01/09/2023

  Window Nation would like to clarify that we had not attempted to come to the home to collect a punch list. Our attempts to secure that came over the phone and email, which have finally succeeded earlier today when our team was able to connect with our customer. We appreciate our customer's patience as we review the list and get back to our customer on what can be done. ********************** will ensure that everything the customer has contracted for is completed. ********************** will follow up with our customer by January 16, 2023 with a detailed plan of action.

  Customer Answer

  Date: 01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their a shady bunch, I won't believe it until I see it. In talking with ****************** 1/9 he said they were aware of me involving the ****** and from the **************** I have received from them so far, tells me not to get too excited! They have done so much damage to my home and no one from the company has been out to see it. So when they say they're waiting for parts, how do they know what they need? I appreciate the help you have given me with this matter and I will be in touch with you to let you know if they in fact kept their word,more so if they haven't! Thank you again.

  Customer Answer

  Date: 01/11/2023

  (no subject)
  External
  Inbox
  
  ***************************** <****************************>
  Attachments
  Mon, Jan 9, 2:32 PM (2 days ago)
  to me
  
  Hi, I found this in the back of the folder. Where he came up with all these prices I don't know. It does however mention the buy 2 get 2 this might be helpful for you in the future also. This is a trial -run, I'm doing this myself! If you find the time, will you let me know if you got this? Thanks
  You're a good person, I can hear it in your voice! Thank you again for your help
  See Attachment/File: 20230109132133.jpg

  Business Response

  Date: 01/13/2023

  Window Nation would respectfully dispute the notion that any damage has been done to the customer's home. While we haven't been back to the customer's home to address any service matters, as we were waiting for the customer to relay their service needs, we do not recall any issues of that nature. Window Nation will investigate to ensure this is true.
  
  Window Nation also never told our customer that we are waiting on parts, as we've been waiting for the opportunity to come to our customer's home to assess any service matters. There appears to be some confusion with that. Window Nation apologizes for any contribution to that confusion on our part.
  
  We are grateful the customer will allow us to attempt to schedule an appointment to investigate the punch list our customer has sent. We will verify what falls under Window Nation's warranty service and will ensure the customer's project is completed to the contractual obligations. We appreciate our customer's patience.

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I last spoke to **************** on Friday January 13th he said they were sending out a crew to take care of all the issues.I thanked him and we hung up. I called him back and reminded him that in a previous call we spoke of taking the poorly installed windows out and starting from scratch. He thanked me for reminding him of that and said that would get done.The other matters such as using silicone on all my windows, which is not what you use, would also be addressed. I started to tell him of the damage to trim around the windows and he stopped me and said he didn't need any more pictures or hear anymore about it. That he was sending guys out on Monday/Tuesday of next week. January 16th or17 I was home both days , no one showed up and didn't even get a phone call. In their latest rebuttal they're stating they did no damage to my home,yet the also state they have not been out to access the damage. On October 7 when 3 of their Managers showed op unannounced and demanded me to pay ** in full! The insulation was still hanging all over my new windows and woodworking. I told the little fellow *** A the work needs completion. I felt very intimidated with big *************** standing at my front door with his arms crossed while the third one *** offered me a 2 thousand dollars off. I wrote a check for ******* I tried to point out the damage their ********** label did and without even turning around the little fellow said I'd have to take it up with the subcontractors Insurance Co.That *** later sent me something to sign and it did not reflect the ******* I had just wrote to them.

  Business Response

  Date: 01/20/2023

  Window Nation did communicate with our customer about the need to wait for particular parts to arrive to be able to service their home, which we currently expect to receive by the middle of February. At that time, one of our representatives will contact our customer to find a good time for our technicians to come to their to address their concerns. Window Nation continues to work to get our customer a resolution, and we appreciate our customer's patience as we work toward that end.

  Business Response

  Date: 02/15/2023

  Window Nation apologizes for any confusion or frustration our customer may have experienced, and we respect their opinion of what took place at the home, although we respectfully disagree with the notion of our managers being intimidating. Window Nation is purchasing new J-Channel for our customer and, after it has been received, will schedule the replacement and any other matters that had been previously been discussed and agreed upon. Window Nation will not be able to service any matters that are not a part of the window project. Window Nation looks forward to bringing this matter to a close for our customer. 

• Initial Complaint

  Date:12/18/2022

  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.

  I purchased 5 new windows and paid almost $10,000 in cash. They were installed in July 2022. One of the screens was not properly made and I am still waiting for the correct screen. Today, December 18, 2022 we noticed a cold draft in our living room and lo and behold the front living room picture window is warped on the bottom left corner and it does not fit flush causing the cold air to blow in and a bad draft. This is ridiculous.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  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 scheduled a service for December 22, 2022, to complete any outstanding work, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
  
  
  Consumer Response /* (3000, 7, 2022/12/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Due to both my wife's and I not being available on this date, the appointment has been rescheduled to Saturday, January 7. So I will wait till that date to see what will be done regarding my situation with my leaking window.