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.

close

Find a Location

Window Nation, LLC has 37 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Window Nation, LLC

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

  
• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

• 

  Window Nation, LLC

  5675 Oakbrook Pkwy, Suite 8 Norcross, GA 30093

• 

  Window Nation LLC

  19 Cobham Drive Orchard Park, NY 14127

  
• 

  Window Nation

  5900 Northwoods Business Pkwy Ste M Charlotte, NC 28269-5747

  

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:09/21/2022

  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.

  We had windows installed in our home in October 2021. The trim they put on the windows does not match is currently falling off. Some of the windows are hard to open. And when they installed the windows we were short two screens. I have been contacting them by e-mail and by phone since last October and have been getting nothing but the run around. I just want these issues resolved in the near future hopefully. We did previously have the Windows in the front of our house replaced by them several years ago. The bay window they installed faded and needed replaced we had little issue getting that resolved.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Window Nation apologizes to our customer for the delays in scheduling their service repair appointment. Window Nation desires to rectify any outstanding matters as quickly as we can, should they ever arise. Window Nation has scheduled an appointment for our customer on October 11, 2022 to resolve any lingering concerns they have. Window Nation appreciates customer's patience on this matter.
  
  Consumer Response /* (3000, 12, 2022/10/12) */
  Hello, Just wanted to let you know that we were not satisfied yesterday when window nation sent out a tech to fix our windows. He fixed one and said that there were too many windows for him to do himself and he didn't have all of the supplies he needed. He said he would contact us to reschedule. No telling how long that will take. Sorry I didn't respond earlier but I didn't read down and see the deadline of Oct 3rd and thought I could wait until after our appointment on Oct 11 to respond. I hope you will consider reopening our case because our windows are still not fixed.
  
  Thank you,
  
  *********************
  
  
  Business Response /* (4000, 14, 2022/10/17) */
  Window Nation apologizes to our customer for their experience once again, and our teams are working diligently to acquire the needed materials to complete our customer's service project. Window Nation will continue to keep our customer up-to-date on the status of their order, and we will schedule a return visit as quickly as possible. Window Nation greatly appreciates our customer's patience, once again.
  
  
  Consumer Response /* (4200, 16, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have a scheduled appointment for a Technician to come back out on November 2nd to replace the trim on our windows. Until that appointment is complete and to our satisfaction we cannot accept the resolution.

• Initial Complaint

  Date:09/21/2022

  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.

  6 Nov 2019
  Entered into a purchase agreement with Window Nation to replace 8 windows for a total of $8,317.00; down payment of $2,772.00.
  
  8 Feb 2020
  Installation takes place; beginning of our CSAT issues as window quality is subpar and installers install window with no grids.
  
  5 Sept 2020
  Installation Manager (Steve B*****) schedules crew to come and fix deficiencies. More faulty windows.
  
  3 Mar 2022
  Window Nation sends invoice indicating the project is complete and the balance is due. We quickly enlighten Window Nation.
  
  16 Mar 2022
  ***** Family escalates the issues and a change order is drafted to address.
  
  21 Jun 2022
  Escalated again, this time to VP of Sales Louis Apoldo. Indicates he thought job was complete offers a 2K discount for our troubles.
  
  Various Dates
  During this time crews were dispatched periodically to try and resolve. Crews continued to bring faulty windows and on two occasions refused to even try because the windows were visibly flawed.
  
  13 July 2022 - Present
  Window Nation dispatched a rep from the manufacturer (*****) to re-measure. Rep verbally acknowledged issues. On 8 Sept, Bevin called and stated Window Nation & ***** had deemed the job complete. Time for legal action.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Window Nation apologizes to our customer for the lengthy delays on getting their service matter resolved. There was an apparent miscommunication between our partners at ***** and Window Nation as to what all was still needed. Window Nation has, however, reached out to the customer to schedule an appointment to complete their service on September 30, 2022, at which point we hope to resolve the matter completely. Window Nation appreciates our customer's patience, and our teams will continue to follow up to ensure they are satisfied.
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are appreciative of the apology, however there is no mention of any cost adjustments on the remaining balance. That needs to be addressed in addition to successful installation of the windows.
  
  
  Consumer Response /* (3000, 11, 2022/09/30) */
  ***Document Attached***
  ***** arrived with beautiful windows, unfortunately they were not correct and we couldn't allow the incorrect windows to be installed. See attached current and new versions. The new versions have an additional vertical line on the side panels which is not acceptable as we do not have HOA approval to change the style. Called the WindowNation escalation manager Blair and he indicated that he would have the production manager contact me directly today. It is 4PM and nothing yet.
  
  
  Business Response /* (4000, 13, 2022/10/07) */
  We apologize to our customer for the grid pattern not matching the HOA requirements. Our goal now is to expedite the manufacturing and quality control of the needed windows. Thankfully, our manufacturing partners are working quickly to produce the needed products so that we can effectively install them for our customer. Our teams will continue to communicate with the customer to ensure they are aware of each step henceforth.
  
  
  Consumer Response /* (4200, 15, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no ETA. As this issue has been unresolved for almost three years we would like an estimated time frame. Furthermore, WindowNation has still not addressed the request for additional concessions around final payment.
  
  Please have an executive review this case and actively provide oversight.
  
  
  Business Response /* (4000, 17, 2022/10/14) */
  Window Nation has been able to involve an executive director in our customer's complaint to help facilitate a resolution appropriately. We will be sure to address their additional concerns as we continue to seek a complete resolution for our customer.
  
  
  Consumer Response /* (4200, 19, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Due to the fact that WindowNation has struggled for three years to address, I request that the BBB case remain open until they do all of the following:
  
  1) Identify and schedule a replacement date.
  2) Successfully replace the existing substandard and defective windows.
  3) Address the remediation from a cost perspective with the customer.
  
  There appears to be a rush to close this case when there are so many unknowns still in play.
  
  
  Business Response /* (4000, 21, 2022/10/21) */
  Window Nation is not in any rush to close this complaint, as our desire is to reach a resolution for our customer. Our teams have reached out to our customer and will continue to try to reach them to ensure that we can set a clear pathway to resolve the matters our customer listed. Window Nation is grateful that our customer will allow us to rectify this situation.
  
  
  Consumer Response /* (4200, 26, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  WindowNation cannot identify an ETA for the replacement. Constantly receive 'I don't knows' from the escalation team assigned.
  
  There appears to be no assigned true advocate for our situation. I would like the assigned executive to contact me and explain why this situation is clearly not a priority.
  
  
  Business Response /* (4000, 28, 2022/11/02) */
  We apologize that our customer believes their concerns are not a priority, as that is not the case. Our goal is to facilitate a satisfactory resolution for our customer, and our teams are working to ensure that happens. We will continue to follow up with our customer as we know more, and the customer should be hearing from our scheduling team in the coming days to find a good time for an appointment. We greatly appreciate our customer's patience as we work to resolve this matter.

• Initial Complaint

  Date:09/20/2022

  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 signed the contract with Window Nation on March 29, 2021, to have 11 windows installed including a bay window totaling $12,880. After weeks/months of being told our windows were "on the truck", our window installation was on September 10, 2021. The installers worked as quickly as possible, and it shows. The stickers were left on the windows, caulking and glue are on the windows and trim, several windows are broken, the bay windows are uneven and don't shut correctly, the locks are broken on several windows, the window casing is cracked down both sides of the bay window, the bay window fogs up, some screens were missing, caulking is unfinished on some areas of the trim, and the drywall and trim was damaged on our newly remodeled bathroom. The installers tried to avoid a walk-through after the install but I insisted. They put some tape over the severely damaged window in my son's room, told me not to let him play too close to it, and laughed. After questioning the damaged done to our new bathroom walls/trim, I was told "hey, that's part of construction." Several weeks later, a service tech came out to look at the damage. He removed the stickers and whatever glue/caulking that he could, ordered new windows for the broken ones, ordered screens and locks and fixed what he could. Another service tech came out in December 2021. The wrong windows were ordered to replace the broken ones. He was unaware of the other damages to the house/windows so he was unable to fix anything else. He told me he ordered new windows/locks/replacement parts and would be ready after the first of the year. I called again in the spring with no response. I called this summer and was told my windows have been in the warehouse for "quite some time" and service (Kim) would call me back within 2-3 days. I've called several times since with no response back, that was a couple months ago. Now we are OVER ONE YEAR since installation with still no responses or repairs. Contract/pics attached
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Window Nation apologizes to our customer for the delays and frustration surrounding their project. Our goal is to remedy this matter as quickly as we can to satisfy our customers. Window Nation did have an appointment on September 23, 2022 for this customer, however we regretfully were not able to complete the service at that time. Window Nations teams, however, are committed to rectifying the situation as quickly as we can for our customer. We appreciate their patience.
  
  
  Consumer Response /* (3000, 7, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation did show for the appointment on September 23, 2022. They were only able to replace one window as the other replacement window they brought was damaged. They assessed the other windows and damage to the trim/walls. They also found that the bay window had "dropped" and were unsure if there were even any supports in place at the time of installation. Replacement of the one broken window was the only work completed. I received a call from them on September 28, 2022, to schedule service for the window replacement. The woman I spoke with did not have any records of the other damage/work that needs to be completed. She was going to get back to me, but I still have not heard back.
  
  
  Business Response /* (4000, 9, 2022/10/05) */
  Window Nation appreciates our customer's patience as we assess and remedy the situation. We expect to receive the remaining service parts on or around October 21, 2022, at which time we will work quickly to schedule the next service appointment for our customer. We appreciate our customer's patience once again.
  
  
  Consumer Response /* (4200, 11, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will wait to hear back from Window Nation to schedule service.
  
  
  Business Response /* (4000, 13, 2022/10/14) */
  We appreciate our customer's patience and our teams are committed to scheduling our customer's service appointment as soon as the parts arrive. Window Nation, again, would like to thank our customer for their patience.
  
  
  Consumer Response /* (4200, 15, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm still waiting.
  
  
  Business Response /* (4000, 17, 2022/10/21) */
  Window Nation is expecting a shipment on October 21, 2022, which should include our customer's needed parts. Once confirmed, Window Nation's teams will contact our customer to schedule an appointment at their earliest convenience. We appreciate our customer's patience once again.
  
  
  Consumer Response /* (4200, 19, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's October 24, 2022 and shipment was expected on October 21, 2022. I'm still waiting to hear from Window Nation.
  
  
  Business Response /* (4000, 21, 2022/10/28) */
  Window Nation has contacted our customer to schedule their appointment, now that we have received their parts and have confirmed their quality. Window Nation is scheduled for a service appointment on November 10, 2022 to complete this project. Window Nation appreciates our customer's patience and understanding to this point.
  
  
  Consumer Response /* (4200, 23, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will see them on November 10th for my service appointment and hopefully everything will be fixed at that time.

• Initial Complaint

  Date:09/19/2022

  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.

  May 12-signed sales agreement
  May 27-windows officially measured
  July 7-Installation date of 15 windows occurred - only 4 windows were actually installed that were measured correctly and the remaining 11 were incorrectly measured.. Two of the upstair windows were ripped out and new windows were installed since they trashed the original ones prior to measuring. These windows didn't fit and gapping holes where on each side. The outside facets was not replaced leaving exposed wood.
  All windows have prairie grid pattern and these were all mid-aligned.
  July 8 - had text messages with Window Nation staff in which I sent pictures of the upstair windows to. This person asked to came to the house to look at them. He arrived that afternoon and said he would send back out one of the installers to seal the gaps.
  July 10 - installer arrived in the morning and sealed the upstair windows. Later that day I emailed Window Nation;
  Of the four windows that were successfully installed last week I'm very concerned about them. During the in home sales consult there was a demonstration of how your windows rejected heat and cold while the window remained at room temperature or cooler. Yesterday afternoon I measured the temperature of the windows because some of them felt extremely hot to the touch. Of the 4 windows (2 window panels in total); 5 where well north of 100 degrees meaning a total failure of the windows. For the price we are paying for these windows and the advertising that you have about these windows something is off. I also would like to know when the rest of our windows are expected to be made/delivered/installed.
  August 7 - emailed Window Nation;
  Could someone please give me an update on when my windows might be ready to be installed? It took roughly 5 1/2 weeks from measurement to install the first time (5/27 - 7/7).
  Aug 29-rest of the windows installed. Few windows have gabs and a few wiggle while in the locked position and a few you can see outside.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/09/23) */
  Window Nation apologizes to our customer for the delays on the repairs needed for their windows, and for the fact that there are any issues at all. We greatly appreciate our customer's patience as we wait on the manufacturers to send the materials needed to complete their job. Our teams have communicated with the customer and sent someone out to their home on September 21, 2022 to ensure we had everything we need for our manufactures. Window Nation will continue to stay in contact with our customer and ensure they get their service completed as quickly as possible.
  
  
  Consumer Response /* (3000, 7, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been driving the communication to get responses from Window Nation since the beginning. I have been fully charged for all the windows and they are not still not correct.
  - On August 25th I emailed WN asking about compensation - No email response however had a phone call with salesman saying the right people are on the emails I've been sending.
  - Sept 21st visit resulted in 15 sashes are being re-ordered.
  - I have multiple gaps in my windows that you can see outside. Heating/Cooling costs are at an all time high yet this doesn't seem to be a concern with Window Nation. During the Sept 21st visit nothing was offered to "temporary seal" these gaps.
  - The 4 windows (8 sashes) installed on July 7th are still not in
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  Window Nation is concerned with resolving this customer's service issues, and we are hopeful to receive the needed parts quickly to do just that. We greatly appreciate our customer's patience and thank them for opportunity to resolve their concerns. We will continue to follow up with our customer as we have updates.
  
  
  Consumer Response /* (4200, 11, 2022/10/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My "Desired Resolution" has not been addressed. I have faulty windows and paid full price for them when 15/30 total sashes need redone/replaced. The work has not been completed yet I'm already being forced to pay on these windows monthly. With cooler weather now here I'm deeply concerned.
  
  
  Business Response /* (4000, 13, 2022/10/07) */
  Window Nation apologizes again for our customer's poor experience. We are committed to remedying the matter as soon as we receive the needed products and parts to complete our customer's service. Once again, we are grateful for our customer's patience.
  
  
  Consumer Response /* (4200, 15, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My "Desired Resolution" has not been addressed.
  
  1) I have been charged full price and my windows are not correct. I was told that I would be getting compensated for all the issues yet no one has reached out to discuss the value. Instead the credit card used for financing was charged full price and I'm paying monthly on work that hasn't been completed.
  
  2) Window sash's from the beginning of July are still not in.
  
  3) I have gaps in a few windows with lows daily in the 40's.
  
  
  Business Response /* (4000, 17, 2022/10/14) */
  Window Nation is dedicated to rectifying all the matters mentioned by our customer as soon as the remaining products arrive. Window Nation has received part of the order and will communicate with our customer immediately upon the arrival of that which remains. Window Nation is extremely grateful for the opportunity to resolve this matter for our customer.
  
  
  Consumer Response /* (4200, 19, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We had our first snow of the year and I still have gaps in my windows allowing cold air to come into my home. It would be really nice to receive a phone call to discuss what is being done to rectify this whole situation. I feel like a can being kicked down the road.
  
  
  Business Response /* (4000, 21, 2022/10/21) */
  Window Nation regrets the frustration surrounding the customer's project. Our goal is to completely satisfy the customer on the first try, so we regret that didn't happen in this case. We do have a service date set for November 3, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished project.
  
  
  Consumer Response /* (4200, 23, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated a service date of November 3, 2022 has been set. Will continue to keep this open until at least that point. Who at Window Nation will be following up with me to ensure that we are completely satisfied with the finished project. At what point will we be in discussion with someone regarding reimbursement due to the troubles we have faced?
  
  
  Business Response /* (4000, 25, 2022/10/28) */
  Window Nation will have one of our specialized representative follow up with our customer in order to ensure they are satisfied, and will make sure to facilitate a complete resolution for our customer.
  
  
  Consumer Response /* (4200, 27, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Had our remaining windows installed/replaced today. Mark at Window Nation told me he ordered 15 sashes however 22 ended up getting ordered/delivered. Current issues remain;
  - upstairs hallway window grids are off
  - upstairs bathroom inside edge strip needs replaced
  - sunporch far right window only has 1 functioning lock
  - Main front windows inside edge strip needs replaced
  
  
  Business Response /* (4000, 29, 2022/11/09) */
  Window Nation apologizes for the delays surrounding the customer project. When the parts arrive and the installation is scheduled, we will continue to follow up with them to make sure their needs are met. Window Nation appreciates the customers' patience throughout this experience.
  
  
  Consumer Response /* (4200, 31, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement of WN apologizing for the delays surrounding the customer project doesn't make much sense when there are clearly quality control issues around the entire process of the manufacturing process to the the installation process. Having to have 5-7 (possibly more) trips to install windows properly is not what I signed up for.
  
  
  Business Response /* (4000, 33, 2022/11/16) */
  Window Nation is currently expecting the parts for this customer's service to be shipped from the warehouse on an estimated date of November 21, 2022. We would expect a slightly longer delay to receive the needed parts, due to the holiday. Window Nation will contact our customer as soon as we have the parts in our possession to schedule the customer for installation. Window Nation appreciates our customer's patience and understanding, once again.
  
  
  Consumer Response /* (4200, 35, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is a new issue with our master first floor window in addition to the below remaining issues. This issue was raised with Marina at WN.
  
  - upstairs hallway window grids are off
  - upstairs bathroom inside edge strip needs replaced
  - sunporch far right window only has 1 functioning lock
  - Main front windows inside edge strip needs replaced
  
  
  Business Response /* (4000, 37, 2022/11/23) */
  Window Nation has ordered the additional parts needed for the master first floor window, and we are currently awaiting a new ETA from the manufacturer. Once we receive all the products, our service department will contact the customer to schedule an appointment so that we can resolve their concerns effectively. We, again, appreciate our customer's patience and understanding at this time.
  
  
  Consumer Response /* (4200, 39, 2022/11/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Multiple issues still exist - matter not resolved yet.
  
  
  Business Response /* (4000, 41, 2022/12/02) */
  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 the customer satisfaction.
  
  
  Consumer Response /* (4200, 43, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Multiple issues still exist - matter not resolved yet.
  
  
  Business Response /* (4000, 45, 2022/12/09) */
  Window Nation apologizes for the delays and inconvenience this has caused you during this project. I understand your frustration, and you have every right to be. We look forward to making things right for you. We do have a service date set for December 16, 2022, and will continue to follow up with the customer to ensure that they are completely satisfied with the finished project.
  
  
  Consumer Response /* (4200, 47, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated by WN the next install date is this Friday. Hopefully everything will be correct this time and we can close this.
  
  
  Business Response /* (4000, 49, 2022/12/16) */
  Window Nation regrets to note that the customer's service was not completed today, as there were slight issues on 6 out of the 9 sashes. We are disappointed that our customer's job was not completed, however we have confirmed that the replacement sashes are already on order and will stay in contact with the customer to keep them aware of our latest ETA. We are extremely grateful for our customer's patience to this point.
  
  
  Consumer Response /* (4200, 51, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On Friday of the windows brought by the install tech not 1 was correct so nothing was installed. As a result nothing was accomplished other than losing part of my day.
  
  
  Business Response /* (4000, 53, 2022/12/21) */
  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 customers. We have reordered new sashes, and once an ETA becomes available, we will immediately inform the customer. Window Nation appreciates our customers' patience throughout this process.
  
  
  Consumer Response /* (4200, 55, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Multiple issues still exist - matter not resolved yet.
  
  
  Business Response /* (4000, 57, 2023/01/09) */
  Window Nation does regret that our customer's service has not been completed. We do have a follow-up appointment scheduled for our customer on January 25, 2023 to complete the needed service so that our customer can receive a resolution. Window Nation will continue to stay in touch with our customer and ensure that we see this through to the finish line.
  
  
  Consumer Response /* (4200, 59, 2023/01/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated by WN the next install date is Jan 25th. Hopefully everything will be correct this time and we can close this.

• Initial Complaint

  Date:09/15/2022

  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 7/28/2022 Window Nation came to my home and replaced 10 windows. I paid $10,500 for the job. I fulfilled my obligation but unfortunately Window Nations installers cut e of my screens and completely left a screen off. Instead of replacing the cut screens they took them and did a really bad job rescreening them. The missing screen I have been told has been on order since July. Still no Window. Also missing screw covers for half the windows. On top of all that many of the windows have slices in the vinyl from where the installers cut the windows out of the plastic packaging. Window Nation continues to give me the run around and keeps telling me they will look into it and call me back. Nothing ever happens.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 7, 2022/09/21) */
  Window Nation appreciates our customer's patience, as we worked to get the remaining parts needed to complete their project. Window Nation is happy to report that, on September 23, 2022, we should be able to do just that. We apologize for any inconvenience our customer has experienced, and we look forward to assisting our customer in any way we can.

• Initial Complaint

  Date:09/15/2022

  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 began the process of having nine windows and one sliding glass door replaced in April 2022. We signed the contract on April 30 and paid $8,141 as a deposit. The cost of the project was originally $24,422 and our HOA said that was much higher than acceptable and we should cancel within the seven days allotted for persons over 65 years old. Window Nation then offered to drop the cost by $3000, and we agreed on May 4, 2022. We began to undo our house, hire people to remove window air conditioners, have blinds removed, move all our possessions.
  They sent us an email on June 9 saying "Exciting news! We've received an estimated product arrival date for your custom home project. Your project is currently expected to ship from the factory on 8/3/22." After several more paragraphs the letter stated, "We will contact you within two weeks of that date above to schedule your project installation."
  We received this same email on June 9, July 21, August 4 and August 18. Again on September 1. We responded to the September email saying "Hi, I received the same email again about the estimated arrival of our windows. I would very much appreciate an actual update please. Thank you--"
  When I called today, September 15, to find out the status, I was first told that our windows hadn't shipped from the factory. Then the salesman sent a text saying that they couldn't get the color needed, "Tuscan Clay," when our color is required and contracted to be "Architectural Bronze." I then received a call from "Jen," apparently from the factory, stating that they could now install our windows as soon as Monday, September 19.
  We believe this company is overworking, overselling, overcharging, and we no longer have confidence in them. We read over 500 complaints regarding their work on the BBB website. We request that the project be halted, that the contract be voided and that our deposit of $8141 be refunded to us.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Window Nation apologizes for any delays and frustrations that the customer has experienced during their project. Our goal is always 100% customer satisfaction; both with the timing and experience of the install. Window Nation has reached out to our customer to discuss their project, but have thus been unsuccessful in reaching them. We will continue to follow up to get them the best resolution we can. We thank the customer for their patience.

• Initial Complaint

  Date:09/15/2022

  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 went to Window Nation for new windows for my home because the majority of them were leaking and during rain and snow causing additional damage as well as seeping in the cold.
  From the onset, when establishing the contract, I requested and was provided with guarantees that the windows ordered would not go into production until I provided my final approval of the product and if I was not satisfied with it I could cancel for a full refund of my deposit so long as I do not proceed with the ordering of the windows. This included the opportunity to review a sample of the extrusion for the windows that were to be installed and the representative that came to measure for the installation assured me this sample could be provided. This whole debacle started in January of this year.
  Shortly thereafter I started to receive email notifications that the windows were in production with an estimated delivery date, and I had yet to have the opportunity to review the sample extrusion because it had yet to be sent to me.
  Especially given that the type of windows I originally was sold no longer were available and were changed to a different type of window, therefore I had not approved the production of said windows, so the fact they had gone into production was not part of the agreement.
  I immediately responded to the emails notifying me that the windows were in production questioning as to why especially given the final approval was not granted as well as requesting that the production be halted until approved.
  Months had lapsed of emails and unanswered phone calls before I received any contact from the sales manager assigned to my contract before he could produce a sample for my review, and it was the wrong window sample.
  Several months later unanswered emails to the assigned sales manager, the Branch manager, and the general customer service area my request for a refund of my full deposit of $2,488.00 declined. And I still have my leaky windows.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Window Nation apologizes to our customer for any frustration they may have experienced. Our teams have been trying to assist our customer but have been finding it difficult to assist our customer with their request. Window Nation only puts windows into production following a signed agreement and a final measurement of the windows that are being replaced, so we apologize to our customer if there was any confusion surrounding their products being ordered. Window Nation does have their windows ready to be installed, however we will continue to try to reach our customer at a convenient time to discuss the matter so that we can come to an amicable resolution as quickly as possible.
  
  
  Consumer Response /* (3000, 7, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The promise to contact me has been communicated over and over again and I have yet to receive a phone call. I reached out to the customer service escalation on 8/11/22 at around 10:35 am and spoke to Blair (no last name provided) with no results. Called again a few times after only receiving a call from Blair asking if there has been a call made to me - NONE. I have emailed "*******@WINDOWNATION.COM" to no avail. I would like a full refund of my deposit. No one has called me to resolve this in weeks.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  Window Nation was finally able to connect with our customer and come to an amicable resolution on the matter. We appreciate their patience and willingness to work with our teams as we resolve the matter for them.
  
  
  Consumer Response /* (2000, 11, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/12/2022

  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 Sept. 8, 2022, Window Nation installed 10 windows at our home. When they installed the 3 windows at the back of the house (the double hung windows), we immediately notice the color was incorrect. The double hung windows should have had a white exterior. We noted this on the paperwork that day and immediately called our sales representative, Nowell K***, as well as the generic Window Nation phone number. Nowell informed us that he recalled the conversation about the double hung windows and that they were supposed to have white exteriors. He noted that the contract did say they would have black exteriors, but that we did discuss they should have white exteriors. He said he would be working on getting the trim/capping replaced at no expense to us and that Windows Nation would reach out on Monday, September 12, 2022.
  
  On Monday, Sept. 12, 2022, Ebony Turner reached out from Window Nation. She started by going over the addendum and noted that the addendum indicated black for the exterior. I told her that was incorrect and she asked what we wanted done. I explained that we wanted the capping replaced. She then called back and said that she was working on a quote to replace the capping. The conversation escalated because she said she hadn't heard from Nowell about the need for the capping to be white, and, had I told her that, things may have been different. I told her I was shocked because I talked to Nowell on the day of install and he said things would be taken care of. I then ended the conversation and called Nowell. I explained to Nowell how rude and abrupt Ebony was. He apologized and assured me he would need a few days to get approval for the free replacement of the caps. Twenty minutes after that conversation, Ebony called back to say she just spoke with Nowell and that he said everything was fine. Because of that, Window Nation would not replace the capping as promised.
  
  The lack of integrity and dishonesty has been frustrating and deceptive.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Window Nation apologizes to our customer for any confusion or frustration they have experienced during this project. Our goal is to get our potential and current customers exactly what they need to improve their home. Window Nation does, in this case, believe we have installed the customer's products based on the contract that was signed. Window Nation will continue to work with our customer to learn what other options may exist so that they may begin to enjoy their new purchase.

• Initial Complaint

  Date:09/10/2022

  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.

  Ordered 11 windows from Window Nation on 7.18.2020. Work was to start on 9.20.2020 and be completed 1-3 days after start. Put down $2500. As of today the work is still not complete, and the company is wanting to be paid in order to activate the warranty and complete the service. I don't feel comfortable paying as the work listed in the contract has yet to be completed. The initial install had windows that were the wrong size, screens torn, caulking filled with debris, mismatched flashing & windows with broken seals. After repeated calls and inquiries a representative was sent out to record all issues to have resolved. The representative stated the company had changed hands and had several internal issues, but the new management was addressing the issue. Since then the company has been out multiple times, still bringing the wrong windows, putting screens in that are still missing parts, and not fixing the caulking or flashing issues. The flashing on windows are all finished differently yet the same type of window, as if they did not know how to do the work. I've had to miss multiple days of work and pay for them to keep coming back to fix the issues. They stated they were to complete all the work, yet when they arrive they only know of one item that they still don't complete fully. I've made multiple attempts to contact the company only to be told the lady I need to speak with is on vacation and the number given goes unanswered. Voicemails I leave have yet to be returned. It's been over two years and I still can't use all the windows to their full extent. I am still waiting on screen, caulking and flashing issues to be completed.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Window Nation regrets that our customer has had any service needs arise at their home, however we are grateful that our teams have been in contact with the customer to work toward a resolution. Window Nation has scheduled an appointment on September 16, 2022 to begin this process, at which point the customer's capping will be removed. Window Nation appreciates our customer's patience as we work to resolve this matter.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm in agreement the company has been in contact with me regarding completing the work that was originally agreed upon in 2020. The company came out on 9/16 to view the issues regarding the flashing/caping, but no work has been started. We currently have an appointment scheduled for 9/26 for all the work to be completed, which after that date I would be able to state if I'm satisfied or not.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  Window Nation appreciates our customer's willingness to allow our tech's the opportunity to rectify their concerns, and we will continue to follow up with our customer to ensure they are satisfied.
  
  
  Consumer Response /* (3000, 16, 2022/10/03) */
  Company came out to complete the work on 9/26. Provided a discount due to the extreme nature of the time it was taking to complete the project, which I agreed to. The work as of today is still not completed, as they did not have enough of the material to complete the project. They were suppose to return on 9/28, but have not.
  
  
  Consumer Response /* (2001, 18, 2022/10/03) */
  The company has come back today, and completed the work as it was written in the contact.

• Initial Complaint

  Date:09/09/2022

  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 got all new windows in February 2020 with a life time warranty, in November 2021 I notice marks inside one of my double pain windows, in December the marks were worse and the window was fogging up. I contacted the customer service desk on December 8, 2021 and they requested I email them pictures so I did. They acknowledged they received the pictures and that they would order me a new window. I was told I would be contacted as soon as it came in. After 2 months I hadn't heard anything so I called them and had to leave a voice mail. I have left at least 10 voice mail's, spoken to at least 8 different customer service reps, have been told at least 4 times a manager would call me back but there has been nothing. I have been calling every 2 week for the past 2 months and still keep getting the run around. I live in Pittsburgh and it will be getting cold soon and I would like a replacement window before then. Every time I talk to someone they acknowledge that there are notes about all of my calls but still nothing. I don't want another apology I just want a new window
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Window Nation apologizes to our customer for the longer than average delays that we have experienced in getting their replacement windows. Our goal is to remedy any issues as quickly as possible, so we regret our customer's frustration. Window Nation does expect to finally receive the customer's products in the coming weeks, at which point we will call our customer to schedule their appointment. Window Nation will continue to follow up with our customer and appreciates their patience along the way.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't believe them. I have been trying for months to get a replacement window, numerous phone calls, messages, and emails with no response. Now all of a sudden since I lodged a complaint with the BBB I get a response and conveniently in the coming weeks I'll have my replacement window. Until they are actually at my house installing it I don't believe a word they say. But until its done I will follow up weekly like i have been until they come
  
  
  Business Response /* (4000, 9, 2022/09/21) */
  Window Nation can appreciate our customer's hesitancy to accept our response, as their project has taken longer than it should. We regret the delays we've experienced with our manufacturers, which has delayed the overall process. Window Nation will continue to provide our customer updates as we receive them.
  
  
  Consumer Response /* (4200, 11, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received an update once in 9 months so once again, I don't believe them. If I would of been getting updates then I could believe it's a manufactory delay but at this point it's just an excuse for poor service. Funny how the only updates I'm getting are from the BBB, after my initial complaint someone from there escalation team called me and said he would follow up but I haven't heard from him again
  
  
  Business Response /* (4000, 13, 2022/09/27) */
  Window Nation appreciates our customer's hesitancy to accept our response, however we have been experiencing manufacturing delays that are abnormal. Window Nation is working to get the materials as soon as possible, and our current ETA is middle to late October, 2022. Our teams will communicate with our customer to ensure their arrival and that they are satisfied.