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

  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:10/06/2022

  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.

  I have been calling for over four weeks to get my window fixed.They always give me the same answer and never call me.The company claims they take care of their customers but once the windows are done and paid for their done with you All I want is my window fixed. Thanks
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Window Nation apologizes to our customer for their frustration and that they have had to continue to wait for their service repairs to be made. We are grateful to report, however, that our teams responded quickly and scheduled our customer for an appointment on October 18, 2022 to address the matters at hand. Our teams will continue to follow up and ensure that our customer is satisfied. Window Nation appreciates our customer for their patience and understanding.

• Initial Complaint

  Date:10/06/2022

  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.

  Window Nation came and installed our windows (total of 19) on June 9th, 2022 . Before the install was complete, we ask about them if they were fixing the way the windows were opening and closing and they said yes. We paid the balance in full of $14,000. Well they did not. We then called them again and Window Nation had an service guy (Warren) come out to evaluate the issue, Warren said he has no idea on how to fix them that they would have to call the manufacturer on how to fix the open and closing issue. This was on July 22nd, 2022. On August 9th, 2022 received a text asking for information on the service order which was completely blank. Sent pictures of the issue of the windows not closing properly. On October 1st, I called the sales rep Max and explained the issue we were having with no resolution to our problem. My husband then sent an email out last night October 5th, 2022 stated, we hope this email will get the help we need to fix our window installation. As you can see we have called several times and are totally lost at what and where to go next. We just want the new windows to close/seal properly. I've attached pictures and I have a video but I can't get it to upload.
  Please if you could give us some guidance or direction we would greatly appreciate it.
  Thank you!
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 7, 2022/10/18) */
  Window Nation apologizes to our customer for any frustration they may have experienced during this project, as we always aim for 100% customer satisfaction. Our teams have sent out a service tech to address the issues mentioned, and we have ordered a few remaining parts to help ensure the windows function properly. Window Nation will continue to communicate with our customer to ensure their service needs are met quickly and that our customer is satisfied. We greatly appreciate our customer's patience throughout this process.
  
  
  Consumer Response /* (3000, 9, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are still waiting for the issue to be corrected. My husband received a text from Jeff the branch manager today 10/20, stating the parts are ordered and should be in next week. But then we have been contacting window nation (called Tuesday & Thursday) to follow up on the process on when our windows would be fixed.
  We are TOTALLY DISSATISFIED with their process.
  
  Thank you BBB!
  
  
  Business Response /* (4000, 11, 2022/10/25) */
  We are grateful for our customer allowing our teams to try to remedy this matter. Our goal is that our customer walks away from this project satisfied with their purchase. Our teams have reached out and left messages for our customer informing them of what they can expect. Window Nation does, as the customer stated, expect their service parts to arrive in the coming days, at which point we will be able to install the needed parts and ensure a complete resolution. Window Nation, again, appreciates our customer's patience and understanding.
  
  
  Consumer Response /* (4200, 13, 2022/10/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Our understanding was the parts were to be in by the 26th of October and to be scheduled Friday the 28th, have not received a call stating parts were in. It's been over 2 weeks and we're still waiting. I'll be satisfied with the project once everything is completed. I will also be calling window nation Monday for an update on the status.
  We just want our $14,000 dollar windows fixed..
  
  
  Business Response /* (4000, 15, 2022/11/04) */
  Window Nation apologizes for an additional delay on the customer's service. Our manufacturing partner was delayed in providing us the needed parts to complete the service. Window Nation has confirmed, however, that the parts have arrived and that the customer's appointment can be scheduled for this coming week (depending on their availability). Window Nation again appreciates our customer's patience and understanding throughout this experience.

• Initial Complaint

  Date:10/05/2022

  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.

  Window nation installed the wrong windows at my home. I immediately called an notified the company of the problem. No one has reached out to me since march 2022. I ordered black on black metal windows. I received black spray painted windows instead. This company will not refund my money or try to correct the issue. They instead want me to pay the remaining balance for the wrong windows.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Window Nation apologizes for any frustration that our customer may have experienced. Our teams are working diligently to ascertain the best course of action for our customer and to ensure that they have the correct products they were expecting. Window Nation will continue to follow up with our customer to ensure they are kept abreast on the matter, and we would like to extend our gratitude for our customer's patience and willingness to work toward a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company has reached by phone but there has not been any follow up with management on how the company will rectify this issue with my windows.
  
  
  Business Response /* (4000, 9, 2022/10/17) */
  Window Nation has reached out to our customer and, after thorough review, determined that the windows the customer had installed are indeed what the customer contracted to have in their home. Window Nation will continue to assist should the customer ever need any further assistance with parts or warranty concerns, however Window Nation cannot refund a customer's project that was installed to the contractual specifications. Window Nation appreciates our customer's business and we are open to discussing further, should the customer desire.

• Initial Complaint

  Date:10/05/2022

  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.

  My husband and I purchased a home and hired Window Nation to install all new windows, two new doors, and a new slider in 2021. The job was delayed by almost four months and there was no contact other than an automated email telling us the job was delayed. After almost four months, I called to cancel and finally received a call saying the job would be completed by the end of the month. Our doors are only a few months old and we noticed the paint fell off the bolts around the windows on the doors which look like white dots on dark grey doors. The paint on the trim on both doors continues to peel off daily. There are nails that are sticking out of the trim which now scratch the edge of the door. The door in our kitchen was not properly lined up and does not completely close all the way which is causing a draft to enter our kitchen. Our siding above our front door was cracked and damaged during the installation. Our storm door on the front of house is rusting along all of the hinges which is causing it to be difficult to open. A service man came to take pictures two months ago and we have heard nothing since. My husband and I have been calling Window Nation for almost two months and have been getting nothing but the run around. Installation coordinators and managers never return our calls. I finally spoke to a manager two weeks ago after I threatened to come to the office in person who told me a service man was going to come to take updated pictures. No one reached out and no one showed up. My husband called again today and was told an installation coordinator would call him right away. No one has called and this is the same installation coordinator that was suppose to call me over a month ago. I have never experienced customer service this bad before and believe my next step is to get a lawyer involved.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Window Nation apologizes to our customer for any frustration they've had to endure during this project, and we regret that they are experience issues with their door in the first place. our teams have coordinated with our customer to schedule an appointment for a service tech to assess and address the issues at hand on October 18, 2022. At this time, our teams will be sure to follow up with our customer with a game plan of how to remedy any lingering items that may exist, as we want our customer to be 100% satisfied with their purchase. Window Nation greatly appreciates our customer's patience and understanding during this project, and we are committed to bringing them a complete resolution.

• Initial Complaint

  Date:10/02/2022

  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 contracted with Window Nation for 14 replacement windows a large bay window and a smaller kitchen window, November 21 2021.
  Installation day April 28th they asked us to move all furniture and window treatments, have bushes cut for easy access. We threw out all screens, and storms, moved and threw out furniture, contracted a painter to scrape and paint the entire downstairs, contracted the rugs to be cleaned and set up for my new furniture to come in June.
  Every window was measured wrong, they already ripped out one office window and the kitchen window. I was at the store and my husband told me to come home. The office window was 2 inches short so they put a board in and made it work but now it doesn't match the one next to it. When installing the kitchen window they cracked my back splash on both sides and dented my faucet. They put 4 inch molding to hide how small it was and what they needed to do to make it decent It is so ugly I can't even look at it. Then took the rest back. I told them that I don't have screens and they assured me that I would be a priority. Not sure what that means because after so many phone calls and a visit to the office in New Jersey it wasn't until Sept 26 that they were coming again. I contracted for brown inside and out. Mark the installer came in to access the job, he looked at the kitchen and pulled off a piece of molding and said this window is all wrong, then says to me " Are the new windows white, I nearly fell to my knees. They were white on the inside and spray painted brown on the outside, Omg I said don't take them off the truck. I don't have one thing white in my house ALL WOODWORK IS STAINED. Now Ed came from window nation apologizing and promising to fix everything. Bill Mitchel called he told me if I agreed to take them it would be no charge and 10,000 dep would be refunded
  Bill got back to me the next day with two options either take the new windows at a discount or keep the ones that are in + get deposit ba
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Window Nation has reached out to this customer to discuss their project, and we regret that we are no longer able to supply the desired color per our manufacturer's inventory. Window Nation additionally apologizes for any frustration surrounding their installation. Our teams are working to get our customer a quick resolution so that they can begin to pursue the best path forward. Window Nation is committed to making their situation right, and we appreciate their patience and understanding.

• Initial Complaint

  Date:09/30/2022

  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.

  I was watching the installer seal the window with a spray foam . I could see both sides of the window , and there were places you could see through the foam because the sun was shining outside . There were parts of the window that had enough foam so those parts were dark ( the sun could not show through ). I told the guy and he said not to worry ,I will be happy before he left.Then he went to seal the next window. His helper came a few minutes later and put the finishing vinyl molding over it.. I asked a few people about the job , and they said the whole void should be filled with the foam , not just a thin bead.
  A few days later we called the salesman ( Terry K**** ************ ) and he said he would send 2 of his best guys to fix the problem ,and that was over 3 months ago. We sent the company an email 8-17-2022 stating I will call the BBB and the Home Improvement Commission after 9-30-2022. They did not call us so I am filing a complaint.
  I want my windows sealed properly and to work properly.
  Thank you
  ***************************
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Window Nation apologizes to our customer for any frustration or confusion surrounding their project. Our teams are working swiftly to address the service concerns for our customer. We would remind the customer that the spray foam used in their installation does expand after application, so it is likely that they have a proper seal. However, in order to ensure satisfaction for our customer, our service tech will verify this when they arrive on October 14, 2022 for a service appointment. Window Nation greatly appreciates our customer's business.

• Initial Complaint

  Date:09/28/2022

  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.

  We ordered 26 windows from Window Nation on 6/24/21. On 7/20/21 we added on our bay window, taking the total to 29 windows for a total cost of $32,757.00. The installation was delayed numerous times, due to what Window Nation claimed was waiting for a date when they could install all windows during the same visit, including the bay window. On the installation date, 12/8/21, the team showed up and began working. We were told we did not need to be home for the installation, so we left for the day and unfortunately came home to a mess. We also noticed on our home cameras that there were no lead safety precautions taken, and the windows were not removed or installed as we were promised. There were shards of wood everywhere in the home, and the crew was still working. We panicked and packed clothes and toiletries and had to leave the house because everything was contaminated with lead and we have two small children. I was able to use a test kit to test for lead before leaving and found lead dust in every location I tested. We were displaced from our home right before Christmas with two small kids and had to go through multiple lead tests and cleaning services to make our home safe again. This was only the beginning of the issues. The bay window was not installed, and the crew said they were not qualified to install it, so another team would have to do it on another visit. The initial team also installed the incorrect windows. We waited over a year, and after many attempts to have our windows correctly installed and replaced, we are still waiting to have our windows properly installed and sealed. Every technician that comes out expresses how poorly the job has been performed on our home. We are beyond disappointed with our service. We have worked with numerous representatives, all of whom have left the company now, and we have repeatedly been told someone will call back in "2 to 4 days" with no callbacks. There are not enough characters to fully express our regrets.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Window Nation apologizes to our customer for their frustration and the lack of communication they have received up to this point. Our teams have connected with our customer, however, and we have scheduled a time on October 20, 2022 for our service tech to complete the needed repairs to their windows. Window Nation is grateful for the opportunity to resolve our customer's concerns and hopefully help them feel proud of the products they have purchased. Our teams will continue to follow up and ensure the customer is satisfied.
  
  Consumer Response /* (3000, 13, 2022/10/28) */
  ***Document Attached***
  As a follow up on what is left to be completed, 10 windows on the second floor and two windows in the attic were supposed to be evaluated and sealed around the trim. The trim may also need to be replaced, the technician was not able to tell from the ground when looking up. Attached is a photo of where the trim and caulk is incorrectly installed and leaves a gap.
  
  
  Consumer Response /* (3000, 14, 2022/10/28) */
  As you will see from the response by Window Nation, the service scheduled was for October 20th. Unfortunately, once again, Window Nation was not prepared to complete the work on that date and had to reschedule. A technician was sent on October 26th, and on that date the technician was not still unable to complete the project. As of time of this writing, Window Nation has not reached out about a time to schedule the completion of the work, and we seem to have been shifted to a new escalation manager as our original escalation manager has stopped returning our calls. We are respectfully requesting that this case be reopened until such time that our project can be completed and we can come to an agreement with the company.
  
  
  Business Response /* (4000, 16, 2022/11/02) */
  Window Nation apologizes again for the delays and inconveniences our customer has experienced during this project. We understand their frustration, and we look forward to making things right for our customer. Our teams will stay in touch and communicate with our customer until every issue has been addressed to their satisfaction. We appreciate our customers' patience throughout this experience.
  
  Consumer Response /* (3000, 13, 2022/10/28) */
  ***Document Attached***
  As a follow up on what is left to be completed, 10 windows on the second floor and two windows in the attic were supposed to be evaluated and sealed around the trim. The trim may also need to be replaced, the technician was not able to tell from the ground when looking up. Attached is a photo of where the trim and caulk is incorrectly installed and leaves a gap.
  
  
  Consumer Response /* (3000, 14, 2022/10/28) */
  As you will see from the response by Window Nation, the service scheduled was for October 20th. Unfortunately, once again, Window Nation was not prepared to complete the work on that date and had to reschedule. A technician was sent on October 26th, and on that date the technician was not still unable to complete the project. As of time of this writing, Window Nation has not reached out about a time to schedule the completion of the work, and we seem to have been shifted to a new escalation manager as our original escalation manager has stopped returning our calls. We are respectfully requesting that this case be reopened until such time that our project can be completed and we can come to an agreement with the company.
  
  
  Business Response /* (4000, 16, 2022/11/02) */
  Window Nation apologizes again for the delays and inconveniences our customer has experienced during this project. We understand their frustration, and we look forward to making things right for our customer. Our teams will stay in touch and communicate with our customer until every issue has been addressed to their satisfaction. We appreciate our customers' patience throughout this experience.
  
  
  Consumer Response /* (3000, 24, 2022/11/25) */
  A technician from Window Nation was at our property on both 11/17 and 11/21 to complete the work necessary to correctly seal our windows. Overall, it has taken 17 months to get to this point. We were originally told that the escalation representative who reached out regarding our issues would discuss our billing adjustment as well, but have now been told that we have to reach out to someone else, and as usual, the representative cannot provide a name and told us to call the branch and ask customer support. We will continue to connect with Window Nation in regard to a billing adjustment.
  
  
  Business Response /* (4000, 26, 2022/12/02) */
  Window Nation has spoken with our customer about their project and how to come to a satisfactory resolution. The homeowners are in conversation with Window Nation management on how to best bring a resolution. Our teams are going to continue to follow up and ensure both parties are satisfied.

• Initial Complaint

  Date:09/28/2022

  Type:Sales and Advertising 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.

  When sales rep came to my home I was adamant that the windows I was purchasing would fit the exact opening that exist now. He confirmed that they would and that they are custom made. A week later the representative from Window Nation came to make measurements. I reminded him that the new windows have to fit the exact opening. He said they wont and will be install inside the existing space. Gaps would be filled with foam and new covering would be put outside. I told him i was canceling and he would note the file. I have emailed, called and noting put promises they will get back to me. When i call the sales rep it goes to voicemail which is full. They out right lied and misrepresented their product. I even bought the guy lunch.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 7, 2022/10/03) */
  Window Nation apologizes to our customer for the lack of communication they had received prior to submitting this complaint. Our records indicate that, prior to this response, our teams were able to follow up with the customer to ensure that a resolution was reached. We greatly appreciate the consumer's patience and we thank them for the opportunity to look into this matter.
  
  
  Consumer Response /* (2001, 9, 2022/10/05) */
  I just want to confirm my case has been noted as resolved and that I got my full deposit back promptly.

• Initial Complaint

  Date:09/27/2022

  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 contacted the company for a refund, due to roughly $45000 worth of water damages to my home. I am having to seek legal consultation for the damages to my home. I asked the sales rep prior to the estimate if I would still be able to receive a refund once I saw legal consultation. He told me yes that the company was very forgiving when it came to things on those bases. I called today to cancel my order and they refused to refund me
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Window Nation apologizes that our customer is dealing with water damage in their new home. Our teams have communicated with our customer and were able to resolve their situation with relation to Window Nation. We wish our customer the best of luck on pursuing repairs for their new home.

• Initial Complaint

  Date:09/25/2022

  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.

  Window nation installed windows for my home in June 2021. They arrived with missing and broken parts. I have reached out countless times to multiple parties and requested higher level review etc, for a full year and I still have missing and broken parts in my own. All services and parts were already paid for. So I paid for items I did not get, and broken items.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Window Nation apologizes to our customer for their frustration surrounding their project. Window Nation prides itself on installing quality products and ensuring that any service needs are met. We are thankful to report, however, that our customer has a service appointment scheduled on October 3, 2022 to address the matters listed. Window Nation appreciates our customer's patience during this project.
  
  
  Consumer Response /* (3000, 7, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello. The appointment above was only schedule AFTER the BBB was contacted. Also, the service today still did not correct the issue. 2 items were addressed, but the broken parts were still not addressed and remain broken.
  
  
  Business Response /* (4000, 9, 2022/10/07) */
  Window Nation does apologize for the products that had been manufactured incorrectly. We have done everything in our power to ensure that we have the right products have been ordered to ensure we can complete the customer's installation with no further complications. We thank the customer again for choosing Window Nation.