Complaints

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

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  Window Nation, LLC

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

  
• 

  Window Nation, LLC

  575 University Ave Norwood, MA 02062-2654

  
• 

  Window Nation LLC

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

• 

  Window Nation, Inc.

  4350 Renaissance Pkwy Cleveland, OH 44128-5793

  
• 

  Window Nation LLC

  8862 W 35W Service Dr NE Minneapolis, MN 55449-6740

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:08/18/2022

  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.

  THere were so many things that went wrong starting from the sales guy who had no knowledge of what is being sold, signed contract sept 2021 - delivery didn't happen til feb/march 2022 its not what i ordered, screens were missing and had holes. contacted owner never heard from him, through me to escalation team member who made a lot of promises to correct the situation along with other sales managers who agreed to correct the entire situation. its still not done, they installed only top saches when i was told i am getting both by the escalation team they locked me becuase the sales guy made me sign something that he verbally said one thing and sign another, when i questioned he said its ok just sign, i'm geting what i wanted. then they come back and say we can't make the windows due to the size so now i have mismatched windows in my house everything is wrong with this company they could care less about the customer... quick to cash my check though... but making things is right is not in their vision..... i want the correct windows - the windows they have installed 4 of them are not even fitted (1clipbroken correctly hence their quality check is not the sharpest.... how is this company in business.. why would any customer purchase from them... this has been the worst experience and i stare at windows that i am not happy with... but they don't care... all i wanted was the top and bottom window to be the same original sales guy said no the size of my windows are too big... my patio door is plain and i couldn't get that to match either.... so i am left 3 different types of windows in my house... would you like this in your home? as a consumer would you be satisfied with this service? i have asked numerous times to the escalation guy which window did you order he confirmed its what we agreed top and bottom. per alan i was supposed to be compensated for the hassle but then they said pay more for the windows..they can't even keep up with the promises they have made. i
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Window Nation apologizes to our customer for any frustration surrounding the project. Our goal is to completely satisfy our customers on the first try, so we regret that this didn't happen in this case. Our teams have ordered the remaining pieces to complete our customer's job, and we are expecting to receive those parts within the following weeks. Once those parts have been received, our coordinators will contact our customer to schedule an appointment at their earliest convenience. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are just fixing it I was promised to have the top and bottom match and that is not happening how are you satisfying me? Look at the picture both Alan and Henry confirmed I was getting the one that I sent the pic. All they are doing is sending me top and bottom is plain when originally I wanted this and sales guy said I could not get it as my windows were large
  
  No I'm not satisfied with you just correcting this it's going to be a year now
  
  
  Business Response /* (4000, 9, 2022/08/30) */
  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 as their replacement parts become available.
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no idea what they are saying are they going to send me
  The correct bottom window to match the top? Contacting me and asking me to pay more is not an option. Contact me with the correct windows and complete my job.
  
  
  Business Response /* (4000, 13, 2022/09/06) */
  Window Nation does intend to complete the job as soon as the needed parts arrive. Once in hand, our teams will contact the customer to schedule an appointment for replacement. We are grateful for our customer's cooperation throughout this experience.
  
  
  Consumer Response /* (4200, 15, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your still not answering my question the parts ordered are for damaged windows and replacing 2 windows your not answering my question will you be replacing the bottom windows. Why can't you answer he request vs generic response. Oct 12 is when they are coming for the replacing damaged item and 2 window what happens to my request for
  Bottom? Do you see how this company is they won't make things right for the customer
  
  
  Business Response /* (4000, 17, 2022/09/13) */
  Window Nation is certainly going to ensure all parts are received and their concerns are completely resolved, once everything arrives in our warehouse. We are aware of the additional issues mentioned by our customer in this complaint and have made sure that they were ordered correctly. We, again, appreciate our customer's patience and understanding.
  
  
  Consumer Response /* (4200, 19, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  See window nation won't answer the question they won't satisfy they are tap dancing I want to know will my top window match bottom like it was discussed why is it so difficult? Now I got a message the guy Henry from escalation team is no longer handling my case so that means again I will
  Not get any resolution that was the person that agreed the correct windows were ordered not sure what they did to him but this shows that a company your dealing with. Answer my question. Will the top window match the bottom that would be my satisfaction do things right for the customer not argue and play games enough time has passed one year since I signed the contract that the sales guy messed up he should be gone! He said one thing on the phone and contract said another which caused the issues and now they hang their hat on u signed it well. Not what I agreed to but your sales guy messed up but again I'm not getting any resolution. All the reason never to work with window nation. They don't care about customer Aaron the exec didn't care. Answer my question I want the same window on the bottom when will that happen?
  
  
  Business Response /* (4000, 21, 2022/09/14) */
  Window Nation is currently expecting the correct windows to ship to our warehouse on or around October 12, 2022. We will work to get this installed as soon as everything is received.
  
  
  Consumer Response /* (4200, 23, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please answer the question because I know your not sending me too saches and your still not answering question stop playing games. Do right for customer your warehouse is sending only the broken window. Which is not what I'm asking do you see this company they won't make it right
  
  
  Business Response /* (4000, 25, 2022/09/21) */
  Window Nation apologizes for any confusion. We will follow up with the customer to ensure they are getting exactly what they are expecting. Window Nation believes that we have ordered the correct top and bottom sashes to remedy any mistakes, however we will confirm to ensure the customer is satisfied.
  
  
  Consumer Response /* (4200, 27, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Can you please confirm it's top and bottom for all and they look like this in the attached picture. And your not just saying the top and bottoms windows for the broken ones. The one person I had contact with Henry is no longer there someone should have contacted me by now and I got nothing. Oct 12 was the date to fix
  The broken windows. Please confirm in the end my windows will look like the attached. When I confirmed with gentry numerous times he assured me it was and when I got it it wasn't so I have trust issues.
  
  
  Business Response /* (4000, 29, 2022/09/27) */
  Window Nation will have one of our service team members reach out to the customer to confirm, per their request. Again, we are truly grateful for the customer's patience and understanding during their project.
  
  
  Consumer Response /* (2000, 31, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did receive a call from Forest and confirmed the windows thank you

• Initial Complaint

  Date:08/18/2022

  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.

  Ordered new windows for house. Final window was damaged by install team....they claimed we could get a new window in two weeks...that was in early May. Also several screens were damaged by install team....we want them replaced too. Now here we are in mid-August and still no window. We have called repeatedly to determine the status of the replacement window but get the run around. Its been nearly 3 months and we have no resolution to the issue.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Window Nation apologizes to our customer for both any damages caused and the delays they've experienced in completing this customer's project. Our teams have reached out to customer to rectify this matter, and we have a service appointment scheduled for August 30, 2022 to address their needs. Window Nation will continue to follow up to ensure they are satisfied. We greatly appreciate our customer's patience.

• Initial Complaint

  Date:08/17/2022

  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.

  Window Nation was supposed to build a wall for us and add a window. They added the window and the wall, however the siding was not available the day they installed the wall. They told us they would return to add the siding. They did not because they lost the siding and had to order more. We are still waiting for the siding to be placed. We are still waiting for the windows to be inspected or even if an inspection is necessary. All of this has been over a month. They will not answer the phone or even return our calls. We were told we would not be charged until the job was finished but we have already been charged.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Window Nation apologizes to our customer for the lengthy delays on getting their siding issues addressed. Our teams have been waiting longer than usual for our manufacturing partners to send us the needed materials, however we apologize for not keeping the customer in the loop along the way. Window Nation does expect to receive the materials needed to complete this job later this week, at which point our coordinators will contact the customer to schedule an appointment for their service. We greatly appreciate our customer's patience throughout this experience.
  
  
  Consumer Response /* (2000, 7, 2022/08/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The siding was installed on August 26th.

• Initial Complaint

  Date:08/17/2022

  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 purchased windows and a screen door from Window nation a few years ago. In the fall of 2021, my screen door fell out of its track due to a defective piece and needed replaced. Being that I would not be using the screen door, I waited until the spring of 2022 to inform window nation of the issue and have a ticket for repair opened under my name and number. A few weeks after the ticket was opened, I did not receive a call and called window nation. At that time, I was informed that a message was left for my wife. I called window nation and advised that they needed to call me back to reschedule-This issue lasted several weeks and calls to their service department. . Finally I received a call and a tech was sent out to review-At which time I was advised that a piece needed ordered for the door and due to supply chain issues, it may take a while. After never receiving a notification, I called window nation starting in June and was told the part had not arrived and I would be called upon arrival-I called again in July and was advised that the part had not arrived. Finally, I called again on Friday 08-13 and was informed that my part had been in their warehouse since July. I immediately asked for a supervisor as I wanted to know when I would have a technician come out- At this time, service advised they had to put a request for call in (a minimum of 2 days before call) I responded that they should not bother as I have had several and no one ever calls me back- Finally, the service rep stated they talked to their supervisor and assured me a call would come-It never did-I called again on on 8-16 and again was assured a call would come from the operation manager of the facility and again, it never happened. I have realized that this division does not care about helping me and I do not have the time to continue to call and get the run around-I have no gone through the entire spring, summer and possibly fall and I cant open my deck door. I just want it fixed
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Window Nation apologizes to our customer for any frustration they may have experienced during their project. Our service crews have been working extra hard to assist all customers, so we regret that his customer may have felt neglected or otherwise inconvenience. Prior to this complaint coming through, our team was able to contact our customer to schedule a visit on August 22, 2022 to address our customer's concerns and to assist ensure they receive a complete resolution. Window Nation greatly appreciates our customer's patience as we work to resolve this matter.
  
  
  Consumer Response /* (3000, 7, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have mace contact with the installer from window nation and is expected to come out to my home on Monday 8-22 and install my door. Once that is finalized, I will update my response to closed
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Window Nation's records indicate that our customer's service was completed, and we do hope our customer is satisfied with the result. Window Nation encourages our customer to let our teams know if there is anything further that is needed for their project, as we desire to be a supportive company for our customers.
  
  
  Consumer Response /* (2000, 11, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The door has been replaced as of last week. If there are any issues, I will reach out to window nation and hope they are much easier to deal with. It is ok to close the claim

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 18 and 19, Window Nation installed all new windows and doors in my house at a price just shy of $30,000. My front door outside trim has been scratched and corners do not line up, paint is chipped, and there are a bunch of visible plugs where there should not be. The inside trim around the door frame was NEVER installed. The door does not open and close with ease; I have to push it shut once it makes contact with the frame. Windows throughout the house do not go up all the way. Some windows have scratched panes. One window has obstructed glass was not supposed to have it. The window whose keeper was missing and finally installed after 3 months needs a new top sash because the screws holding the keeper in are extremely loose. The sliding glass door frame is crooked. After NUMEROUS phone calls as well as people coming out to "fix" things, these issues are still here 4 months later. When I call to address these things, no one is available or I get a different story. Because of all the issues, I have been unable to have my alarm system installed. They left the wire on the front door hanging out the bottom. It got ripped out. Now that will cost me even more money to fix. "Harley M*****" even emailed telling me to contact him if I had any questions or concerns. When I tried, I got the run around and no return phone call or email. I even filled out the survey in hopes someone would help. I want what I paid for--NEW doors and windows that are installed correctly and are what they should be.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Window Nation apologizes to our customer for any frustration that they have endured. Our hope is that customers would always have a pleasant and enjoyable experience with their window and door installation. We regret if that did not happen in this case. Our teams did, however, return to our customer's home on August 20, 2022 to complete the needed service and will continue to follow up to ensure our customer is satisfied. Window Nation is grateful for our customer's patience.
  
  Consumer Response /* (3000, 12, 2022/08/30) */
  This has not been resolved!
  
  
  Business Response /* (4000, 14, 2022/09/03) */
  Window Nation will continue to work with our customer to ensure their service matters are resolved, and we greatly appreciate their patience.
  
  
  Consumer Response /* (4200, 16, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked with the customer service manager who told me I would hear back from her the next day to schedule a rep from the window manufacturer to come to my house. I never got a phone call back from her to date (2 and a half weeks later). I called the escalation manager at the end of the first week and he assured me he would find out what was happening and get back to me. Another week and a half and four phone calls to him with messages to call me later, I finally spoke to him, but he had no new information for me. Sashes are still scratched, windows do not go up all the way, screens have issues, tabs keep popping out, and one door in the slider looks crooked. I have been promised responses to no avail.
  
  
  Business Response /* (4000, 18, 2022/09/13) */
  Window Nation has finally been able to secure a date and time that will work for our customer to resolve their concerns, as our manufacturer has completed production on the parts and they can be installed. Window Nation has scheduled their appointment in early October, and our teams will continue to follow up with our customer to ensure they are satisfied. We, again, appreciate our customer's patience.
  
  Consumer Response /* (4200, 16, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked with the customer service manager who told me I would hear back from her the next day to schedule a rep from the window manufacturer to come to my house. I never got a phone call back from her to date (2 and a half weeks later). I called the escalation manager at the end of the first week and he assured me he would find out what was happening and get back to me. Another week and a half and four phone calls to him with messages to call me later, I finally spoke to him, but he had no new information for me. Sashes are still scratched, windows do not go up all the way, screens have issues, tabs keep popping out, and one door in the slider looks crooked. I have been promised responses to no avail.
  
  
  Business Response /* (4000, 18, 2022/09/13) */
  Window Nation has finally been able to secure a date and time that will work for our customer to resolve their concerns, as our manufacturer has completed production on the parts and they can be installed. Window Nation has scheduled their appointment in early October, and our teams will continue to follow up with our customer to ensure they are satisfied. We, again, appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 25, 2022/09/26) */
  It took two and a half weeks and five phone calls from me to get this scheduled. We will see what happens on October 12th with the window manufacturer. I should NOT be the person who has to keep calling to find out what is going to happen and how these issues are going to be resolved. When the customer service manager and escalation supervisor say they will call me back, THEY should.
  
  
  Business Response /* (4000, 27, 2022/09/30) */
  Window Nation agrees with our customer they should not have to continue to call back, and one of our team members will continue to follow up with the customer to ensure they are satisfied with the project on October 12, 2022. We again appreciate our customer's patience during this matter.
  
  Consumer Response /* (4200, 16, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked with the customer service manager who told me I would hear back from her the next day to schedule a rep from the window manufacturer to come to my house. I never got a phone call back from her to date (2 and a half weeks later). I called the escalation manager at the end of the first week and he assured me he would find out what was happening and get back to me. Another week and a half and four phone calls to him with messages to call me later, I finally spoke to him, but he had no new information for me. Sashes are still scratched, windows do not go up all the way, screens have issues, tabs keep popping out, and one door in the slider looks crooked. I have been promised responses to no avail.
  
  
  Business Response /* (4000, 18, 2022/09/13) */
  Window Nation has finally been able to secure a date and time that will work for our customer to resolve their concerns, as our manufacturer has completed production on the parts and they can be installed. Window Nation has scheduled their appointment in early October, and our teams will continue to follow up with our customer to ensure they are satisfied. We, again, appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 25, 2022/09/26) */
  It took two and a half weeks and five phone calls from me to get this scheduled. We will see what happens on October 12th with the window manufacturer. I should NOT be the person who has to keep calling to find out what is going to happen and how these issues are going to be resolved. When the customer service manager and escalation supervisor say they will call me back, THEY should.
  
  
  Business Response /* (4000, 27, 2022/09/30) */
  Window Nation agrees with our customer they should not have to continue to call back, and one of our team members will continue to follow up with the customer to ensure they are satisfied with the project on October 12, 2022. We again appreciate our customer's patience during this matter.
  
  
  Consumer Response /* (3000, 34, 2022/10/27) */
  On October 12, Window Nation made arrangements for a representative from Soft Light Windows to inspect the windows and doors. As I answered the front door, he received a phone call from Window Nation. I overheard a person from Window Nation tell the rep that NO ONE from Window Nation was scheduled to meet him--they "forgot". The rep did his inspection and came to the conclusion that the windows were defective. He also said that the reason why the sliding glass door was crooked was because it was installed improperly. Furthermore, he agreed that the front door was not what it should be. He told me he would meet with the Window Nation people and discuss what to do. It wasn't until I called about a week and a half later that I found out that all the windows were to be replace because they were "defective". When I asked the escalation manager about the front and sliding doors, he said he didn't know and would get back to me. A week later, I called to be told that he would get someone else to contact me. It took four more days for me to FINALLY get a call and be told that she didn't think there was still an issue with the front door, and she knew nothing about the sliding glass door. I stated from the START in April that we wanted a NEW front door--the door we got looks and operates as if it were previously used. Our sliding door is crooked and has been installed twice. We are not sure why Window Nation keeps trying to circumvent the issues with these doors.
  
  
  Business Response /* (4000, 36, 2022/11/02) */
  We do apologize for any lack of communication or confusion along the way for our customer. Window Nation is going to continue to investigate the matter for our customer, as we do not want our customer to be unsatisfied. Window Nation does believe, however, that the door installation was completed and installed properly. Our teams will follow up with our customer as we learn more about to best proceed in this matter.
  
  Consumer Response /* (3000, 12, 2022/08/30) */
  This has not been resolved!
  
  
  Business Response /* (4000, 14, 2022/09/03) */
  Window Nation will continue to work with our customer to ensure their service matters are resolved, and we greatly appreciate their patience.
  
  
  Consumer Response /* (4200, 16, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked with the customer service manager who told me I would hear back from her the next day to schedule a rep from the window manufacturer to come to my house. I never got a phone call back from her to date (2 and a half weeks later). I called the escalation manager at the end of the first week and he assured me he would find out what was happening and get back to me. Another week and a half and four phone calls to him with messages to call me later, I finally spoke to him, but he had no new information for me. Sashes are still scratched, windows do not go up all the way, screens have issues, tabs keep popping out, and one door in the slider looks crooked. I have been promised responses to no avail.
  
  
  Business Response /* (4000, 18, 2022/09/13) */
  Window Nation has finally been able to secure a date and time that will work for our customer to resolve their concerns, as our manufacturer has completed production on the parts and they can be installed. Window Nation has scheduled their appointment in early October, and our teams will continue to follow up with our customer to ensure they are satisfied. We, again, appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 25, 2022/09/26) */
  It took two and a half weeks and five phone calls from me to get this scheduled. We will see what happens on October 12th with the window manufacturer. I should NOT be the person who has to keep calling to find out what is going to happen and how these issues are going to be resolved. When the customer service manager and escalation supervisor say they will call me back, THEY should.
  
  
  Business Response /* (4000, 27, 2022/09/30) */
  Window Nation agrees with our customer they should not have to continue to call back, and one of our team members will continue to follow up with the customer to ensure they are satisfied with the project on October 12, 2022. We again appreciate our customer's patience during this matter.
  
  
  Consumer Response /* (3000, 34, 2022/10/27) */
  On October 12, Window Nation made arrangements for a representative from Soft Light Windows to inspect the windows and doors. As I answered the front door, he received a phone call from Window Nation. I overheard a person from Window Nation tell the rep that NO ONE from Window Nation was scheduled to meet him--they "forgot". The rep did his inspection and came to the conclusion that the windows were defective. He also said that the reason why the sliding glass door was crooked was because it was installed improperly. Furthermore, he agreed that the front door was not what it should be. He told me he would meet with the Window Nation people and discuss what to do. It wasn't until I called about a week and a half later that I found out that all the windows were to be replace because they were "defective". When I asked the escalation manager about the front and sliding doors, he said he didn't know and would get back to me. A week later, I called to be told that he would get someone else to contact me. It took four more days for me to FINALLY get a call and be told that she didn't think there was still an issue with the front door, and she knew nothing about the sliding glass door. I stated from the START in April that we wanted a NEW front door--the door we got looks and operates as if it were previously used. Our sliding door is crooked and has been installed twice. We are not sure why Window Nation keeps trying to circumvent the issues with these doors.
  
  
  Business Response /* (4000, 36, 2022/11/02) */
  We do apologize for any lack of communication or confusion along the way for our customer. Window Nation is going to continue to investigate the matter for our customer, as we do not want our customer to be unsatisfied. Window Nation does believe, however, that the door installation was completed and installed properly. Our teams will follow up with our customer as we learn more about to best proceed in this matter.
  
  
  Consumer Response /* (3000, 43, 2022/11/11) */
  We still have yet to hear anything about our front and sliding glass doors. They both still have issues that have not been addressed.
  
  
  Business Response /* (4000, 45, 2022/11/16) */
  Window Nation apologizes if there may have been any confusion from our previous response, however we have communicated with our customer that no service is warranted or needed on the doors in our customer's home. We do have a service appointment scheduled on November 25, 2022 to address the issue with the windows. At that time, Window Nation hopes to have every outstanding item resolved for our customer. We look forward to bringing our customer a resolution.
  
  Consumer Response /* (3000, 12, 2022/08/30) */
  This has not been resolved!
  
  
  Business Response /* (4000, 14, 2022/09/03) */
  Window Nation will continue to work with our customer to ensure their service matters are resolved, and we greatly appreciate their patience.
  
  
  Consumer Response /* (4200, 16, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I talked with the customer service manager who told me I would hear back from her the next day to schedule a rep from the window manufacturer to come to my house. I never got a phone call back from her to date (2 and a half weeks later). I called the escalation manager at the end of the first week and he assured me he would find out what was happening and get back to me. Another week and a half and four phone calls to him with messages to call me later, I finally spoke to him, but he had no new information for me. Sashes are still scratched, windows do not go up all the way, screens have issues, tabs keep popping out, and one door in the slider looks crooked. I have been promised responses to no avail.
  
  
  Business Response /* (4000, 18, 2022/09/13) */
  Window Nation has finally been able to secure a date and time that will work for our customer to resolve their concerns, as our manufacturer has completed production on the parts and they can be installed. Window Nation has scheduled their appointment in early October, and our teams will continue to follow up with our customer to ensure they are satisfied. We, again, appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 25, 2022/09/26) */
  It took two and a half weeks and five phone calls from me to get this scheduled. We will see what happens on October 12th with the window manufacturer. I should NOT be the person who has to keep calling to find out what is going to happen and how these issues are going to be resolved. When the customer service manager and escalation supervisor say they will call me back, THEY should.
  
  
  Business Response /* (4000, 27, 2022/09/30) */
  Window Nation agrees with our customer they should not have to continue to call back, and one of our team members will continue to follow up with the customer to ensure they are satisfied with the project on October 12, 2022. We again appreciate our customer's patience during this matter.
  
  
  Consumer Response /* (3000, 34, 2022/10/27) */
  On October 12, Window Nation made arrangements for a representative from Soft Light Windows to inspect the windows and doors. As I answered the front door, he received a phone call from Window Nation. I overheard a person from Window Nation tell the rep that NO ONE from Window Nation was scheduled to meet him--they "forgot". The rep did his inspection and came to the conclusion that the windows were defective. He also said that the reason why the sliding glass door was crooked was because it was installed improperly. Furthermore, he agreed that the front door was not what it should be. He told me he would meet with the Window Nation people and discuss what to do. It wasn't until I called about a week and a half later that I found out that all the windows were to be replace because they were "defective". When I asked the escalation manager about the front and sliding doors, he said he didn't know and would get back to me. A week later, I called to be told that he would get someone else to contact me. It took four more days for me to FINALLY get a call and be told that she didn't think there was still an issue with the front door, and she knew nothing about the sliding glass door. I stated from the START in April that we wanted a NEW front door--the door we got looks and operates as if it were previously used. Our sliding door is crooked and has been installed twice. We are not sure why Window Nation keeps trying to circumvent the issues with these doors.
  
  
  Business Response /* (4000, 36, 2022/11/02) */
  We do apologize for any lack of communication or confusion along the way for our customer. Window Nation is going to continue to investigate the matter for our customer, as we do not want our customer to be unsatisfied. Window Nation does believe, however, that the door installation was completed and installed properly. Our teams will follow up with our customer as we learn more about to best proceed in this matter.
  
  
  Consumer Response /* (3000, 43, 2022/11/11) */
  We still have yet to hear anything about our front and sliding glass doors. They both still have issues that have not been addressed.
  
  
  Business Response /* (4000, 45, 2022/11/16) */
  Window Nation apologizes if there may have been any confusion from our previous response, however we have communicated with our customer that no service is warranted or needed on the doors in our customer's home. We do have a service appointment scheduled on November 25, 2022 to address the issue with the windows. At that time, Window Nation hopes to have every outstanding item resolved for our customer. We look forward to bringing our customer a resolution.
  
  
  Consumer Response /* (3000, 51, 2022/12/21) */
  ***Document Attached***
  The reinstall did not go well. Trim around the windows was not taken out and some now look saggy. The caulking is does not look the way it should. We were shown that foam insulation would be put around the windows during the sales pitch; regular fiberglass insulation was used. The walls, window sills, and even the new front door frame was dented. We had to go around after the crew checking each window to make sure went up properly and many were adjusted; however some still do not go up all the way. No one touched the sliding door and they bent the strike plate in hopes the front door would closely more smoothly. One crew member was touching my daughter's laundry; when she saw as she entered the room, he asked her if she wanted to get married. Now we are worried about our, but especially her, safety on top of all this! The attached photos/video is just a sampling of the issues.
  
  
  Business Response /* (4000, 53, 2022/12/27) */
  Window Nation appreciates our customer for sending over their photos. We are currently evaluating them to figure out how to best addressed the concerns at hand. Our local branch and installation manager will consult with our customer to ensure they are properly satisfied once a plan is devised. We will likely need to wait on parts from our manufacturers, and we will coordinate with our customer accordingly. Window Nation again appreciates our customer's patience on the matter and we look forward to resolving their issues.
  
  
  Consumer Response /* (4200, 55, 2023/01/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is just shy of 9 months since our windows and doors were installed. Window Nation has not been responsive to phone calls and, most recently, emails. We have tried to call the corporate headquarters to get the issues resolved, but Window Nation's corporate accessibility is purposely designed to be difficult. It is surprising to hear that anything has been done because NO ONE at Window Nation has let us know what the remedy to all these issues will be. Window Nation's 96% customer satisfaction rating is a scam. If you truly wanted to make things right, you would be calling weekly to keep us updated.
  
  
  Business Response /* (4000, 57, 2023/01/10) */
  Window Nation has evaluated the photos and video sent over from our customer regarding their project. As far as we are able to tell, there are no more service issues present that fall under Window Nation's scope of support at this time. We understand that our customer may not be pleased with this response, however it is our opinion that we have fulfilled our contractual obligations. We additionally received a completion form signed by one of the homeowners after their appointment in late November stating everything was completed. Window Nation will continue to be a resource for our customer if there are future warranty concerns that arise.
  
  
  Consumer Response /* (4200, 59, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation has said that they have dealt with all of this issues and they have NOT. The window manufacturer rep said the sliding glass door was not installed properly-it was screwed in too tightly in the middle. Your people also said they would look at the front door when they came out to reinstall the windows. It did NOT happen. We did NOT SIGN A PAPER in November. You did NOT use the promised foam around the windows. You give us what you sold us.
  
  
  Business Response /* (4000, 62, 2023/01/16) */
  Window Nation will, as a good faith gesture, be willing to schedule another site visit with one of our technicians to ensure that our customer's needs have been fully addressed. Window Nation does believe, however, that all the listed matters may be misconstrued and that the service needs are completed. We will coordinate with our customer a date and time that is suitable for them for a final assessment to ensure all matters have been resolved.

• Initial Complaint

  Date:08/14/2022

  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.

  In November 2021 we signed a new windie order contract for our home. It took until March 2022 for Window Nation to install the new windows. There were several damaged screens, the crew damaged our walls during installation and within 1 week after the installl a sash had a stress fracture from incorrect install. It took them 6weeks to come back out to install the replacement screens. One was missing and the others were installed, but after a walk thru, all were again damaged. The sash replacement was missing the Grid oer HOA requirement. This was April 2022 and I've been calling and emailing the company routinely. Even emailed the owner.....never get replies or retuned calls. We've been missing our screens and correct sash since March and noone is resolving this. I feel no other choice but to report this business and am seeking #1) Them to finish the project , and #2) Compensation for how awful this experience is. We 100% regret singing with this company and hope to inform other potential unsuspecting customers.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Window Nation apologizes to our customer for any frustration they've endured during this project. We always aim to make sure our customers are completely satisfied with every installation. Our teams have communicated with our customer and have scheduled an appointment to service their windows on August 23, 2022. Window Nation will continue to follow up and ensure that the matter is completely resolved so that our customer can enjoy their purchase.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation just left the scheduled appointment today. Prior to scheduling, mind you, i asked the production manager to confirm (2-3times in email) that every screen/sash that we've been waiting on since March/April was 100% correct and the order was 100% perfect for this install to ensure one Final install. It was confirmed to me several times that everything was 100% ordered/perfect. Today only to discover window nation double ordered same screens for same window. And, as i feared, they did not have one of my window screens that's been missing since March 2022. So, yet again, i need to have them re-re-reorder the same window screen for a 3-4th time. And i am without a full and finalized project ever since i signed with them since November 2021, and the original install March 2022. The project remains unfinished and i fear that by the time this screen is ready and installed we'll be nearing 12mths since we first signed with them. I cannot express how awful this experience is, and moreover, how no one in their customer service had been and continues to be unresponsive about this, not even mentioning the other communications i have conveyed about their crew damaging portion of my house during the install, the Ower included is yet to reply to my emails.
  
  
  Business Response /* (4000, 9, 2022/08/29) */
  Window Nation apologizes to our customer for any inconveniences they've experienced during this project, and our hopes are to resolve this matter quickly. We are unsure of how the screen size was incorrect again, however we have communicated with our manufacturer to have a replacement sent to the customer directly to expedite a resolution for them. We are hopeful that our customer will begin to be able to enjoy their purchase at that time.
  
  
  Consumer Response /* (4200, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As a customer, customer service and communication is vital. This company is still demonstrating the lack of both. An escalation team member contacted me as scheduled prior to the latest install, the day after to check status of how thr install went.
  First question, why did they not already know the install was yet again a failure? I explained the missing screen that occured now for the 4th time dating back to March. They advised they would reach out to the other team members to see how the reorder is and would call me back. This was Aug24th. No call back yet. I called back today, 8/31...no answer. So, i am yet to receive any confirmation that this company has reordered my missing screen. Noone is communicating any progress. And even the escalation team now is not communicating. How is this acceptable? How could any customer in their right mind consider this acceptable. The company needs to be transparent and perform basic customer service and professionalism. I require trackable communication on the reorder, escalation on product reorder and expedited shipping of the missing screen, but moreover i require yet again written confirmation that the correct screen is being ordered once and for all via email communication from this company before i consider "accepting this business' proposed resolution."
  
  
  Business Response /* (4000, 13, 2022/09/06) */
  Our records indicate that our customer's parts have an estimated arrival date of September 7, 2022. We encourage our customer to give a few days' "buffer", as shipping and handling is not an exact science. Window Nation's teams will continue to follow up with our customer to ensure their concerns are resolved and that they are able to enjoy their purchase.
  
  
  Consumer Response /* (4200, 15, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The resolution is not sufficient as i have no trust in this company until the project is 100% complete. This company needs to be held accountable for such disgraceful service and poor customer relations.
  
  
  Business Response /* (4000, 17, 2022/09/13) */
  Window Nation truly apologizes to our customer for their poor experience. Our goal is to always provide the best experience for our all our customers. We hope that, after our technician has completed their service request and the screens are delivered, they will be satisfied. We will continue to follow up with our customer.

• Initial Complaint

  Date:08/13/2022

  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.

  To Whom It May Concern:
  
  
  
  I'm writing this complaint regarding Window Nation. On Friday, May 20,2022, Window Nation came to my house to install 15 windows. They were only able to install 13 windows. they took out two windows in the dining room. Only to discover they had ordered the wrong size window. They put the original window back in. which was broken after they remove it the first time. They put tape over the broken glass. The Window doesn't fit properly. There is 2 to 4 inches gap between the window and the window frame. for outside part of the window, they put foam around the window. I told them I didn't feel safe with the way the window was.
  
  also, for the front room windows they put the wrong window in. I order window with the grids. They put windows in without the grids. 2 screen was missing for the front room windows and 1 screen in the back bedroom window. They told me they would put a rush order on the windows. It should take 4 to 6 weeks.
  
  On Friday, May 20,2022, I spoke with Brian from window nation he just tried to get, me to sign off on the job. I told him no because the job is not complete. He told me if I didn't sign off on the job, they wouldn't finance me. I informed Brian that my finance was not with them.
  
  
  
  The inspector from ***************** came out to inspect the work that they did. They fell the inspection. because the issue listed above.
  
  
  
  it has been 2 months and 3 weeks. No e-mail, no phone call. I call window Nation on Wednesday, August 3, 2022, left a message for the manager to call me back regarding my windows. No one call me back.
  
  I call Window Nation again on Friday, August 5,2022. Only to find out that they never place the order for my windows. I again request to speak with a manager. They told me a manger would call me back.
  
  
  
  On Monday, August 8,2022, Michael from Window Nations calls me back. He apologies that the ball was drop on me. He stated they never place the order of my windows. H
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Window Nation apologizes to our customer for any frustration they may have endured during this project. We always aim to leave our customers completely installed and satisfied. We regret that may not have happened in this case. Our local installation manager, however, has recently made a visit to our customer's home to be able to assess any potential issues that may exist, as well as to address the screens that are needed. Window Nation will continue to follow up with our customer to ensure their complete satisfaction.

• Initial Complaint

  Date:08/12/2022

  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.

  We purchased windows and provided a substantial deposit in April. We were told it may take up to 16 weeks. 16 weeks came and went, we've inquired with customer service on 5 different occasions. The first call they said the windows were not in. The second we were told the windows were in and received an install date only to have it canceled. The 3rd call were told a window had broken during shipping and another ordered. The 4th call we were told the window was in transport was was to reach the warehouse July 15. The 5th call now August we were told the replacement window was still in transport and that they had problems with this shipper we asked to receive a call from supervisor and salesman it's been crickets.
  
  This company appears to be overwhelmed and fails to respond. Frankly, it appears the company could care less about customer experience and have no intentions of delivering goods sold. Their lack of response confirms they are a fly by night company that is only it for the sell and deposit.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Window Nation apologizes to our customer for the frustration they've experienced due to these product delays. Our goal is always to get our customer the windows they desire as quickly as possible. Window Nation has communicated with our customer prior to this complaint being received, and we informed them that the products had finally arrived in our warehouse. Our teams have an appointment on the calendar for our customer at a time that meets their needs. Window Nation greatly appreciates our customer's patience.
  
  Consumer Response /* (3000, 12, 2022/10/28) */
  Immediately of being notified of our complaint the company scheduled delivery and installation. The installation of the windows went great.
  
  However, upon the first cold snap the largest window is allowing air to penetrate between the panes. We contacted Window Nations was promised we'd be contacted within 48 hours to schedule service and once again nothing. Now winter is upon us and Window Nations has failed to honor its warranty.
  
  
  Business Response /* (4000, 14, 2022/11/04) */
  Window Nation would politely disagree with the notion that we are failing to honor our warranty, however we apologize to our customer that it took the longer than expected amount of time to contact them regarding their service issue. Prior to this complaint response being submitted, Window Nation had contacted our customer for a service assessment and, following that visit, have ordered the needed parts to remedy our customer's concerns. We appreciate their patience, and we look forward to resolving the issue.

• Initial Complaint

  Date:08/11/2022

  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.

  When we got the windows they told us we would get 24 months no interest. Called and top management got very rude and said sorry you did not get it. Now we have not even had windows 3 months and there are 3 holes in one screen. They were suppose to be lifetime warranty. They sent us something you can't even open how to take screen out. I have stage 4 cancer and unable to do this. They are a terrible company to spend your money with. They promise you so much and then just get very hateful when you call. I feel like we got ripped off for some cheap windows that cost 4000.00.
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Window Nation apologizes to our customer for any confusion or frustration they may have experienced thus far during their project. Our goal is to make our customers happier with their products and services, so we regret any hindrance to that taking place. Our teams have contacted the customer to explain their financing, as well as to assist them with setting up a service appointment for their screen. Window Nation wants to go above and beyond for this customer, and will continue to follow up to ensure they are satisfied. We would like to thank our customer for their patience.
  
  
  Consumer Response /* (3000, 7, 2022/08/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They did call to fix screen but could not do anything with the financing they offered on TV and through their salesman which is false advertising. And the screen ripped after 2 months which tells me they use the cheapest stuff they can find. I will never buy anything from them ever again. I have 1930 windows with no rips. This company does not hold up to there word and charged us 4000.00 plus interest for there junk windows
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  Window Nation is again sorry for any misunderstandings that our customer may have experienced. Our goal is always to ensure complete understanding for all facets of a project. While we do advertise several offers for our customers, our customer would have been given several options to choose from with varying benefits to each plan. Window Nation does believe that our representatives explained this during the initial presentation, so we regret any frustration this may have caused. Window Nation is also pleased to report that our customer's service requirements should be handled later this week, allowing them to better enjoy their new purchase. We appreciate our customer's business and cooperation.
  
  
  Consumer Response /* (4200, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There stuff is pure junk and I hope nobody else buys there product. 3 months and screens ripped. What they bring out to show you and lie to you is false. And all they brag about is the great response from BBB. Well I'm here to tell you they lie about everything and don't hold to there word. I have 1930 screens on that had no rips or holes.. but 3 months after installed their stuff falls apart.
  
  
  Business Response /* (4000, 13, 2022/08/26) */
  Window Nation apologizes to our customer for the materials being defective, but we would like to reassure our customer that this was a "one-off" situation. Thankfully we have had a service appointment to address the issues at hand and our customer should be able to enjoy their products going forward.

• Initial Complaint

  Date:08/05/2022

  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 showed up a day early for our installation on June 28, 2022, and things have only gotten worse since then. The new windows do not fit the existing casings leaving wood exposed around every window with the exception of those in our four seasons room. We were informed that we are just unlucky and Window Nation agreed to replace the trim around each window to account for the gap. To complicate things further, the crew broke the faucet and pipe on the exterior wall of our house flooding and damaging our newly remodeled basement. Our home has been disrupted and torn apart for six weeks now and we still do not have a committed plan of action for the remaining work and repairs. People don't show up when they're supposed to, leave before work is completed, and we do not receive responses timely if at all.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Window Nation apologizes to our customer for the issues and concerns surrounding their project. Our goal is to leave our customers completely satisfied, so we regret this has not taken place in this instance. Our local team has been in touch with our customer regarding their experience, and we are working with our customer to formulate a plan on reimbursement for the faucet and how to complete the repairs. Window Nation will continue to stay in touch with the customer and will work swiftly to bring them a resolution. We greatly appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issues outlined have not been resolved. See the email sent 8/16/22.
  
  
  Business Response /* (4000, 9, 2022/08/23) */
  Window Nation is continuing to work to resolve our customer's service concerns as well as the concerns surrounding the damaged faucet. We greatly appreciate our customer's patience and are committed to getting them a resolution.
  
  
  Consumer Response /* (4200, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is so much more than a damaged faucet. It's a broken faucet and pipe that flooded our newly remodeled basement. There is mold growing that needs to be removed and insulation, drywall, and trim that needs to be replaced. The siding needs to be replaced on the exterior of our home as well. There continues to be a lack of commitment and sense of urgency to restore our home. It's been over two months now. I am concerned about the mold in particular and want this addressed immediately. As I stated in my email, if Window Nation does not execute the contract with Servpro by Monday, I will have the contractor working on the window trim repairs complete the work and deduct the $2112.49 from any remaining balance on the the windows.
  
  
  Business Response /* (4000, 14, 2022/09/03) */
  Window Nation has serviced the issues with regard to the exterior of the home on their siding, as well as ordered the correct sashes that are still needed to complete this service. Window Nation will continue o follow up with our customer about their project as well as to ensure the reimbursement for the faucet is addressed. We greatly appreciate our customer's patience.