Complaints

This profile includes complaints for Window Nation, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Window Nation, LLC has 37 locations, listed below.

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  Window Nation, LLC

  8110 Maple Lawn Blvd Ste 300 Fulton, MD 20759-2694

  
• 

  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

  
• 

  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation

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

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

• Initial Complaint

  Date:11/14/2022

  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.

  Signed a contract in Aug of 2021 for installation of 16 windows. Was told, due to the global delays in manufacturing, it would take until Nov. for the install. Agreed, but they did not inform me the specific type of window we received would delay even further. When the windows were finally installed in Mar 2022, there were issues that were only discovered after installation - issues we didn't find when performing our final inspection and sign-off because we were instructed not to open the windows for 72 hrs, or remove the stickers until the inspection. We immediately reached out and informed of the issues, and Window Nation sent multiple people to inspect and confirm (which they did.) Then, things went sideways. While discussing a way forward over email, the Project Manager let me know they had received my product and wanted to know when they could install. I had not agreed to installation of new windows, but after some back-and-forth, I provided a date in August. Before the installation, I let the PM know if there were any issues with the windows, I would not be accepting them. He confirmed he would check them before they left the warehouse, and send pictures - neither of which he did. When the new windows arrived, they had the same issues. We rejected them, and starting discussing a path forward with their installation manager. I wanted them to provide a mitigation plan, but they ignored my request, continuing to say the only thing they could do was install more windows. When I asked about compensation for the delay and the quality of the windows, they began ignoring me. I've reached out to their customer support and escalation teams multiple times, but again the same: when I ask for a plan, they don't have one. When I ask about compensation, they ignore me. It's now been 10 days since their last communication, while I have sent multiple follow-ups with no response.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */
  Window Nation apologizes for any frustration or aggravation caused during this project. Our goal is to provide our customer with 100% customer satisfaction. Window Nation is likely unable to provide what our customer has requested by way of a "mitigation plan", as our process is to ensure any product installed is resolved through our standard service & warranty practices. Window Nation is ready to install windows that, we believe, will remedy the consumer's concerns. We have, thus far, been unable to schedule a service appointment to learn if this will satisfy our customer. We remain ready to assist our customer in any way we can. As for the question of compensation, Window Nation has informed the customer previously that we would be happy to discuss this after the installation is completed. Window Nation is hopeful that we can provide what our customer initially wanted in the near future so that they may be able to enjoy their purchase. We appreciate our customer's patience as we work together to resolve the matter at hand.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, your team has told me in the past they were confident with the windows they were going to install, and those windows had the same issues as the ones previously installed. Because of this, "what you believe" is not relevant. I'm not comfortable with just your assurances. I need to know what is going to happen if the windows are installed and there are still issues. I cannot continually allow your team to install sub-optimal products until you happen to get it right. There must be a mitigation plan in place which details what will happen if you don't meet YOUR own quality expectations which you still have not reached.
  
  Your entire team has inspected the windows installed, as well as the second set you tried to install, and all agreed with my assessment they were not up to YOUR standards. This plan is to ensure if it happens again, the next step isn't simply to cross our fingers and try again.
  
  
  Business Response /* (4000, 9, 2022/11/23) */
  Window Nation apologizes again for the inconveniences our customer has experienced during this project. Window Nation is prepared to complete the customer project, and our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

• Initial Complaint

  Date:11/14/2022

  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.

  transaction day 2/2022, price paid so 20,000. My complaint is about price matching. I was told by the sales person that if i found a cheaper price they would match along with giving us$200. During the same week I found a company that gave me a cheaper estimate. I then sent that to the sales person. The sales person no longer works with the company. Iv reached out to the company several times for the manager to say that we had 30 days, keep in mind that the other estimate was done within 5 days and documents were sent to company. After learning that he was no longer there its been a roller coster.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/18) */
  Window Nation apologizes for any confusion or frustration our customer may have experienced. We would like to honor our agreements that were made in the home, and stand ready to do so, however when the customer sent us a quote to "match", the information was incomplete (i.e. what style of windows, total amount of windows, etc.). We have requested this information from our customer so that we can best assist them in anyway possible. We appreciate their understanding and we look forward to getting them a resolution as soon as we can.

• Initial Complaint

  Date:11/10/2022

  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.

  Contract date was April 8, 2021, install date was, install was around 7/9/2021. The total cost was $11,113.
  Contract says lifetime warranty and one window is already leaking gas and deflective. Window nation now wants $150 to come look at the window even though they have lifetime warranty, when a picture could easily be emailed to them. Nothing in the contract says they will charge a fee to come assess if the window is deflective or installed incorrectly.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 6, 2022/11/16) */
  Window Nation apologizes to our customer for any confusion they've experienced. Window Nation wants to assist any customer with their service needs, should they arise, as well as set proper expectations on what is covered under the purchased warranty. Our customer purchased windows with a one-year labor warranty included, meaning that any service appointments following the one-year period would be subject to fee for the technician to perform the required work. Window Nation would not charge a customer to come assess a situation, but only to perform the required service needed for a resolution. Window Nation's windows themselves carry a lifetime warranty, so the customer would not have to pay for the replacement parts for their window. We will continue to reach out to our customer to discuss options moving forward, and will assist in completing their request as best as possible. We appreciate our customer's business.

• Initial Complaint

  Date:11/06/2022

  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.

  From the first day, June 2, the salesman Joe Z******** showed me some windows that were never installed. In their place, they installed windows of very poor quality, nothing like what they showed me, a complete lie, they promise very good quality windows so that the hire and it is not true, the seller even told me that the company has its own professional workers but in reality they send apprentices who have no idea what they do, all the windows in my house are poorly installed, they did damage to the wooden frames windows tried to cover their damage with aluminum used for gutters to make my windows look more unsightly than they were when they did the work they ripped the window screens and still installed them when they sealed the windows they did it very badly, the cold and wind seeps in and my windows get foggy and wet, the insulation was not well placed; all the windows and even the front door of my house are uneven and even scratched; the first day they started working they arrived at an unscheduled hour, blocking the driveway, before telling them they promise a professional service that they never give, they left my house very dirty full of mud; in a few words the worst service and work I have ever received and for a high price, the city inspector came to review the work and told me that the work was poorly done and told me that he would send a note to the company, I I called the salesman Joe and he told me that he and his supervisor would come to check the work. I was waiting for them on the agreed day. I even took a few hours off work and they never came. Days later they sent a man who has no idea how to check a job. from windows, tried to contact them again and I have never received a call and a response
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Window Nation apologizes that our customer has had any issues with their project. We always aim for a complete installation the first time. In this case, we have already ordered the service parts needed to complete the job and should receive them shortly. Once received, Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. We greatly appreciate our customer's patience.

• Initial Complaint

  Date:11/04/2022

  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.

  I signed a contract with Window Nation on Tuesday, November 1, 2022 to install new windows in my home. My daughter looked over the contract and stated it was not right and that I needed to cancel the contract. ( I had 72 hours to cancel). So I called the rep and company on November 2, 2022 to let them know that I wanted to cancel I also called Window Nation directly to do so and was met with "someone will return your call shortly". I also tried to take my cancellation in writing to their office on Sancus Rd., Worthington, OH on November2, 2022. There is nobody there. I have had to call them over and over to make sure this contract has been cancelled and all I keep getting is someone will call me. Yesterday, I spoke with someone who stated she was processing the cancellation, but that someone in management would follow up with me last night this morning at the latest. I have not heard anything and it is now past noon on November 4, 2022.
  They literally deposited my check the day of meeting with the rep and doing the contract, now I need to know the status of everything, including the cancellation and return of my deposit...
  This is not good business practice..
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Window Nation would like to thank the customer for their patience; their job was canceled and any monies paid were refunded back to them. Window Nation hopes that any future projects they undertake will keep us in mind.
  
  
  Consumer Response /* (2000, 7, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Window nation did call me and let me know that they were canceling the contract and I was told that they will be mailing me a check and I should receive it in seven to ten business days, so hopefully I do receive the check.

• Initial Complaint

  Date:11/02/2022

  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 called to discuss an estimate for new windows. I was told that someone would have to come out and that it would take approx. 1 hour and that both parties (myself and my husband) would need to be available. I told her that I would discuss with him and call back to schedule. She was very pushy and said that if I scheduled the appointment with her right then and have them out by that Friday, she would send me a $100 restaurant gift card. Although it wasn't the most convenient time for us, I went ahead and Scheduled since she offered the $100 gift card. We had the sales rep out for the estimate and I asked him about the gift card. He had no idea what I was talking about and told me that was just customer service and I'd need to call them back. When I called back I was told that it can take up to 2 weeks to receive. I waited over 2 weeks and checked back and was told that they weren't sure why I didn't receive and they would escalate to a manager and I would receive a call back. I have not heard from anyone and it's been several days. I have since made 2 more phone calls to get to the bottom of this and keep getting the run around, told that it is "escalated" but no one calls me back. I feel that this was a complete bait and switch Pushy sales tactic just to get me to make an appointment. I have Been reading many other complaints about the overboard pushy sales tactics. We were considering ordering windows from your company but certainly not after this.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Window Nation apologizes to this individual for any frustration they may have endured. Our records show that the gift card in question was sent to our customer's email address on October 18, 2022; leading us to believe the issue had been resolved. However, we have worked with our gift card provider to send another gift card link to their email to avoid any further frustration. Window Nation hopes that we may be able to partner with this person in the future to provide windows in their home, as well.

• Initial Complaint

  Date:10/28/2022

  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.

  Transaction occurred June, 2022. Window Nation installed the first of two orders of approximately $40,000.00 worth of windows w/screens. One window was missing a screen. I contacted Window Nation by phone and was told the screen would be delivered with the second half of my order in August 2022. In August 2022, Window Nation installed the second half of my order but there was no screen. Since August 2022 I have called and emailed Window Nation customer service numerous times to learn when they will be installing a screen I paid for in June 2022, to no avail. I would like for Window Nation to complete my order. Thank you.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/11/02) */
  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. We do have a service date set for November 7, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished project.
  
  Consumer Response /* (3000, 12, 2022/11/17) */
  The case cannot be closed as the company has yet to deliver the product. Window Nation claims that the product was to be delivered last week on 7 or 8 Nov 2022. This is not true; the product has not been delivered, and there is still no known date.
  
  Please reopen the case and ask Window Nation to provide an order number and date for delivery. Thank you!
  
  
  Business Response /* (4000, 14, 2022/11/23) */
  Window Nation regrets that our manufacturing partners experienced a delay in production, resulting in Window Nation not being able to complete this customer's service project. We do have an updated ETA for parts arrival in early December, at which time our teams will contact our customer to schedule. We again appreciate our customer's patience as we wait for the needed materials to ensure a complete resolution.

• Initial Complaint

  Date:10/24/2022

  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.

  I had windows installed this past spring. I will say that the crew that installed the windows were done in one day which was pretty good since we have over20 windows.. There were two defective windows which they replaced. So far so good. The problem started when did a sloppy job cleaning up around the house when they finished. I had to clean pieces of plastic and nails from around the entire house. One of the guys actually used my wife's pajamas as a rag we found that in the yard while cleaning. The biggest problem is that one of the installation crew lost a clip to hang the shade back up in one of the bedrooms this caused me to replace 2 shades because after a futile serch to find a similar bracket or at least one shade I had to buy 2 new shades. I spoke to a rep, Tom several times and also at his request sent him a copy of the receipt he requested so that I would be reimbursed. Tom will not return my calls and I'm out $94.00 due to WindowNation's negligence I now hac=ve 2 windows that don"t work properly but I'm not sure if I call them that they will respond I also sent a written complaint to their customer service location several weeks ago and as you can guess, they didn't respond either. I wuld really apreciate it if someone from WindowNation would take care of these issues.
  Thank You
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy the customers on the first try, so we regret that didn't happen in this case. We had an appointment scheduled for October 27, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied.
  
  
  Consumer Response /* (2000, 7, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was called by Window Nation and they told me that the check for my issue shoulf be mailed within 10 days, they also sent a repairman out the same day to correct several issues. I than the BBB for assisting me in this matter.
  Thank You

• Initial Complaint

  Date:10/22/2022

  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.

  Originally opened a complaint around April / May of 2022 due to lack of follow up from the service team on my window problems. Once the BBB intervened, I finally got some follow up from Window Nation. However, on numerous occasions their support was filled with spotty communication and follow up. Service people coming to the house did not have the knowledge to deal with the problem appropriately. Finally got a gentleman (Guy) who recognized that all the windows in the house had been installed incorrectly by the original Window Nation team. They were not Window Nation employees as originally promised, but outside contractors who obviously did not know what they were doing. Constantly had to follow up with the escalation rep (Hans B****) to expedite the status of correcting the multiple problems. Over time I realized he was not knowledgeable in what needed to be done. "Guy" was the only person I met who understood the issues. Windows still cannot be removed for cleaning as originally promised. Now I cannot get a return phone call from the install manager (Ed S********). On multiple occasions I have advised Hans B**** and Ed to only call my cell phone. Naturally, they ignore that request and call my home number. Supposedly, Mr S******** wants to come out and see the problem, which all others before have already recognized. What a waste of time and money dealing with such an inept company. More than willing to set up a time with Ed if it didn't take a month for him to call my cell and arrange accordingly. No customer should have to deal with a company like Window Nation.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Window Nation apologizes for any confusion or frustration this customer has endured. Our teams had been trying to contact our customer since their most recent service appointment on September 15, 2022 to ensure they were satisfied. Until this complaint, no communication had been reciprocated. Window Nation will find out a time that our install manager (Ed) can visit the home to find out what exactly still needs to be done and ensure that our customer is satisfied. Our records indicated, to the best of our knowledge, that their service repairs were completed at this visit. We would like to, once again, thank our customer for their patience as we work to resolve their concerns.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 10-1-22 I returned Ed S********'s initial call to me from 9-30-22. Got his voicemail. I advised Ed to call me on my cell - not my home number. However, prior to that I emailed Hans B**** on 9-20-22 with a list of open concerns needing to be addressed. No response. I sent an email to Hans again on 10-4-22 asking what was going on. He responded that Ed had called me (which I already knew). Ed didn't return my call until 10-17-22, but again Ed called my home number and left a message to call him. I retuned the call again on 10-19-22 and left another voice message for him to call my cell, not my home number. No response from Ed since that time. I called and left another message for Ed to call me on October 21st (again with my cell number). Still have not heard back from Ed as of today. So, Ed has called the wrong number on only two occasions (9-30 and 10-17-22). That is not trying to reach me to resolve the open issues. If Ed simply calls my cell phone, he can arrange a date and time to visit my home and discuss the issues, which have previously been outlined to Hans B**** via email. To make it even easier for Ed, have him call my cell at 9:00 a.m. on Tuesday or Wednesday morning of this week.
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  Window Nation was able to make contact with our customer to schedule an assessment with our installation manager and branch manager on November 10, 2022. At this time, we will evaluate the situation as it stands and work diligently to formulate a plan on how to achieve the best resolution for our customer. Window Nation, again, would like to thank our customer for their patience, and we look forward to seeing them next week.
  
  Consumer Response /* (3000, 16, 2022/11/18) */
  It's been over a week now since the reps from Window Nation visited my house to hear my concerns. Window Nation has not resolved my issue of sliding glass windows that cannot be removed for cleaning. This was promised and demonstrated when the initial sale was made. It appears that Window Nation is now avoiding dealing with this failure as I have followed up via email with no response forthcoming from the install manager. In addition, damage to my back deck by the most recent install team has not been addressed. I will fix that myself and send them a bill for my time and material. I believe Window Nation should offer me a cash settlement of a minimum of $5,000 if they do not want to fix my window issue. I just want what I originally paid for. However, if they choose not to fix the issue, I would be happy with the cash settlement and be done with their company and lack of follow up and professionalism.
  
  
  Business Response /* (4000, 18, 2022/11/25) */
  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. Our teams have been researching our customer's situation and will be following up with a game plan in order to bring them a proper resolution. We appreciate our customer's patience throughout this experience.
  
  
  Consumer Response /* (3000, 25, 2022/12/05) */
  Case should not be closed. When I spoke to Blair (Escalation Department) on Monday, November 28th, he promised to get back to me on WednesdayNovember 30th with a resolution to the issue of the windows not being removable for cleaning purposes. As of today, December 5th, no follow up from Blair or anyone else at Window Nation. I presume that Window Nation is once again ignoring their responsibility to address the issue.
  
  
  Business Response /* (4000, 27, 2022/12/08) */
  Window Nation apologizes for the miscommunication with our customer. Window Nation reached out to the customer on December 6, 2022, and confirmed a service date has been scheduled for December 21, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
  
  
  Consumer Response /* (4200, 29, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation reps have witnessed the ongoing inability to remove sliding glass windows for cleaning on multiple occasions in the past. Hopefully, with this next scheduled appointment at my house, Window Nation will finally begin to rectify the problem.
  
  
  Business Response /* (4000, 31, 2022/12/16) */
  Window Nation apologizes again for the delays and inconveniences our customer has experienced during this project. Window Nation has an appointment set for this customer on December 21, 2022. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution
  
  
  Consumer Response /* (4200, 33, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Technician (Guy) visited my home on 12-22-22 and once again witnessed that my six sliding glass windows cannot be removed for cleaning as promised before installation. Tech took measurements of how much additional clearance is necessary on each window. Will report back to management that they need to be re-installed and that management will follow up with me. I prefer the Spring or Summer months for correct re-installation of the windows. Will wait to hear back from management in the near future. I am willing to take reinstallation in lieu of an equitable cash settlement cash settlement of 6,000+
  
  
  Business Response /* (4000, 35, 2023/01/09) */
  Window Nation appreciates our customer's cooperation on this matter, as we look to resolve all the matters at hand. Window Nation, by the customer's request, will follow up in the warmer months to address the final concerns and ensure the customer is satisfied with their windows. Window Nation will keep communication with our customer open and we look forward to their resolution.

• Initial Complaint

  Date:10/19/2022

  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 had basement window installed in September 7, 2022. Out of eight paid for windows, seven were installed (one was broken enroute and had to be remade). Four of the installed windows are defective or inoperative due to not fitting the opening. One windows has the screen propped up against the outside of the window. (It was never installed.
  
  The original windows were supposed to be left with us and I had reminded the lead installer of that fact, while he was holding one in his hand, during clean up to leave.
  
  I called on September 8 and complained about the inoperable windows and the stolen originals. After being asked "why?" I wanted to retain my property, I was offered some replacements (that I accepted (but never received)).
  
  I texted on October 14 and was told he had been "busy" and would drop off the replacement windows on the 17th or 18th. I asked for an update on repairing / replacement of defective / broken windows and he said he would get back to me by the end of the day.
  
  It is currently October 19, and there has been no additional communication.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/24) */
  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. We do have a service date set for October 24, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished product. We appreciate our customer's patience throughout this experience
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  24 October 2022 Window Nation Representative "Mike", arrived at 12:25. He inspected the basement window installations and stated that most of the basement windows were not installed correctly. They are going to revisit the windows in the rec room that do not open. They may need to be slider windows due to the limitations of the opening. He stated that I would hear from him tomorrow or the next day.
  Other problems found include:
  window striking plumbing, when opening the window (laundry room). (Possible correction by strapping the pipe out of the way.)
  frame at bottom of stairs was cracked and was incorrectly installed.
  window in the furnace room was installed wrong and strikes the screw covers.
  He delivered replacements for the old windows that were taken.
  
  Although the windows in lieu of the personal property that was removed were delivered, I was told on October 24 that I would hear on Tuesday or Wednesday how the installed window issues would be addressed. It is currently 5:18 P.M. on Thursday evening and I have not received any communication as to how the installed window problems will be addressed.
  
  There is a serious issue with communication (and lack therein). The reason that I did not respond prior to now was to give Window Nation the opportunity to follow up with their promises.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  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. We appreciate our customer's patience throughout this experience. Window Nation understands that our customer is untrusting of our response; we have lacked follow-up throughout and would like to express our sincerest apologies. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.
  
  
  Consumer Response /* (4200, 11, 2022/11/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I spoke to Ronny in the Window Nation Escalation department on October 28. He stated that since it was at the EOD on Friday, he would call the Ohio office on Monday morning and get back to me as to how this issue would proceed.
  
  I called the Escalation department on November 3, 2022, as no one contacted me. The secretary told me that Ronny was not available, but she left a top priority return call request. It is now November 6 and I am no closer to information regarding if or when my inoperative basement windows will be addressed.
  
  
  Business Response /* (4000, 13, 2022/11/11) */
  Window Nation was able to work out an arrangement with our customer replace the windows they ordered with a different style, which should alleviate their concerns with what was referred to as "defective". Window Nation has ordered those windows and will communicate with our customer to schedule the installation once they arrive. We look forward to resolving this matter for our customer.