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 Inc

  8198 Terminal Rd Lorton, VA 22079-1438

• 

  Window Nation LLC

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

• 

  Window Nation

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

• 

  Window Nation

  237 Ellery Ct Nashville, TN 37214-3776

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:08/05/2022

  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 door from Window Nation. In May, I noticed that the hardware on my Over $6000 door was installed off center and crooked. I contacted Window Nation via email and did not get a response. I emailed a second time and did not get a response. I went to the Window Nation ******** page and sent a message, which prompted someone from Window Nation to email me and request a picture of the incorrect installation. I also sent pictures to Window Nation through ********. I was promised that someone would contact me within 2 days (This was July 2nd, 2022.) I went back and told Window Nation through ******** messenger that no one has responded to my request for help. Please Note that I have a warranty and guarantee which is paid and is the highest warranty sold by Window Nation. Window Nation on ******** stated that they would file a request for help to try and get someone's attention on the matter. I have not heard anything since. Thus I am filing a complaint. I am paid in full for my windows and my receipt number is Sale ID: *******
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Window Nation apologizes to our customer for any frustration they have endured during this project. Our goal is to provide a world-class experience, therefore we regret that our customer has received less than that in this instance. Our teams have followed up with customer and scheduled an appointment for our service technician to address their concerns on August 10, 2022. Window Nation will follow up with the customer to ensure they are completely satisfied. We appreciate their patience.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  as long as I do not continue to have this problem in the future. I have a high level warranty. They repaird my door hardware today.

• Initial Complaint

  Date:08/03/2022

  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.

  -- Date of the transaction: 7/6/2022-- The amount of money you paid the business: $20,000-- What the business committed to provide you: quality windows-- What the nature of the dispute is: the windows installed. It looks cheap, feels cheap and defected. e.g one window can open but won't stay open. It keeps shutting down. One window with the base bend. Many windows the base not flatted so the screen won't close tight. Bug crawled though the open space because the screen not closed tightly.-- contacted support department for weeks, finally the tech came out and see the detects. Haven't heard back since.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 6, 2022/08/09) */
  Window Nation apologizes that our customer's experience has brought any inconvenience to this point. Our goal is always 100% customer satisfaction. Prior to this complaint, our teams were scheduling a service technician to come to our customer's house to assess their service needs. Since that appointment, our teams have ordered the necessary items to complete their repair. Window Nation will continue to keep our customer aware of the status of their service with each following step. We appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 8, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. multiple defects and repair trips proved that the quality of the windows are not as advertised. Falsely advertised and misleading customers to pay high price for the low quality products.
  2. very disappointed that the installation team finished the install job, knowing the issues and didn't say anything and left. Leave it up to customer to find out about it. Uncool and Unprofessional.
  3. multiple trips by technicians but able to fixed 1 issue. 1 still pending on the part order and others are being ignored.
  4. second months on this and the situations haven't resolved, lot of time and energy wasted.
  
  
  Business Response /* (4000, 10, 2022/08/16) */
  Window Nation apologizes again to our customer for any frustration they may have endured during this project. Our teams have ordered the parts necessary to complete their service and correct any mistakes. Once they arrive, our service department will work quickly to ensure that our customer's repairs are completed so that they can begin to enjoy their products. Window Nation will continue to follow up with our customer to ensure they're satisfied.
  
  
  Consumer Response /* (4200, 12, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  All the complaint bullets mentioned above are still valid. Despite that they trying to play with words here to make themselves look better but the fact that their actions do very little to attempt resolve the problems.
  
  
  Business Response /* (4000, 14, 2022/08/22) */
  Window Nation regrets our customer had to experience any of the aforementioned problems. We are thankful, however, that we will resolve their service concerns within the next few weeks as we receive the needed parts to complete their project. Window Nation is again grateful to our customer for their patience and understanding.
  
  
  Consumer Response /* (4200, 16, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  All the complaint bullets mentioned above are still valid. Despite that they trying to play with words here to make themselves look better but the fact that their actions do very little to attempt resolve the problems.
  
  
  Business Response /* (4000, 18, 2022/08/26) */
  Window Nation hopes to leave our customer with a more satisfied opinion of their project once our service technician is scheduled for and completes the necessary work at their home.
  
  
  Consumer Response /* (4200, 20, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  More lips service promises and no actions done. Typical!!
  
  
  Business Response /* (4000, 22, 2022/09/03) */
  Window Nation has received the service parts necessary to complete this job and has scheduled an appointment for our customer on September 12, 2022. Our teams will follow up with our customer to ensure they are satisfied with the service conducted.
  
  
  Consumer Response /* (4200, 24, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  this to fix one issue. How about the rest, many other windows the screens are bend on the edges? don't see any mention of that.
  
  
  Business Response /* (4000, 26, 2022/09/13) */
  Window Nation did arrive to our customer's home to replace the screens and are working to ensure the customer is satisfied with their project. We are hopeful we can come to an amicable resolution soon.
  
  
  Consumer Response /* (4200, 28, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is beyond repair. The tech came on the wrong date of scheduled. The tech only interested in working on one specific problem. Ignored others. Lost of words for this poorly run company
  
  
  Business Response /* (4000, 32, 2022/09/21) */
  Window Nation appreciates our customer's cooperation as we work to get their concerns resolved. Our teams are working to formulate a way to satisfy this customer. We will remain in contact as we know more.
  
  
  Consumer Response /* (4200, 34, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have wasted a lot of times and headaches. I even have duck taped on the defected areas. To limit further agony, I'll be willing to open up for partial refund and move on from this mess.
  
  
  Business Response /* (4000, 36, 2022/09/27) */
  Window Nation will communicate with our customer to see what can be done in order to best resolve the matter amicably. We apologize for any agony they've experienced.
  
  
  Consumer Response /* (4200, 38, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  still waiting to hear back from...last communication was early September.
  
  
  Business Response /* (4000, 40, 2022/10/03) */
  Window Nation has called and left a voicemail for our customer to discuss their resolution. We hope to be able to speak with them soon to help our customer begin to enjoy their products.
  
  
  Consumer Response /* (4200, 42, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We briefly have the discussion on what the next step is.
  
  
  Business Response /* (4000, 44, 2022/10/11) */
  Window Nation believes that we and our customer were able to come to an amicable resolution on the matter. We greatly appreciate our customer's understanding and patience as we worked to resolve their concerns. Our teams will continue to ensure their satisfaction and welcome our customer to contact us any time in the future, should there be a need.
  
  
  Consumer Response /* (4200, 46, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just to be cleared. We had a discussion toward resolution couple weeks ago. But nothing is materialized yet.
  
  
  Business Response /* (4000, 48, 2022/10/17) */
  Window Nation's records indicate that our customer's resolution has been procured and that they are no remaining requests from our customer to Window Nation at this time. We, again, appreciate our customer's patience and cooperation, and we would like to remind our customer to contact us anytime in the event they should have a need.

• Initial Complaint

  Date:08/02/2022

  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 (WN) installed our windows on 4/25/2022. Multiple issues identified same day as install email identifying problems sent to sales contact per installers to coordinate technician. Issues include;
  - 2 windows that did not open easily as advertised
  -multiple scratched windows
  -bathroom window that does now open correctly (pulls down upper sash due to defect in lower sash)
  -Broken interior moldings
  
  All issues remain despite following timeline:
  5/6 technician assessment ( multiple sashes needed. All new interior moldings needed. 2 complete new windows needed)
  5/10 we follow up on plan moving forward (ignored)
  6/24 WN processes payment with financing company despite no resolution to above mentioned issues and no invoice per contact
  7/5 We contact WN again (ignored)
  7/12 We contact WN again
  7/12 WN commits to making repairs, we request definition of repairs
  Repairs defined as new sashes, no mention of new windows
  7/18 request response from WN
  7/19 received invoice from WN 86 days after install
  7/20 share timeline with company again looking for commitment of repairs. Multiple WN employees copied on emails, no response from anyone despite very pointed questions regarding resolution and dissatisfaction of processing payment prior to work issues being resolved (again without our knowledge and in violation of their contract)
  
  Nothing from company since. Immediate completion or refund sought.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Window Nation apologizes to our customer for any frustration they've endured during this project. Our teams have communicated with our customer to ensure their project gets completed as quickly as possible. Our manufacturer has shipped this customer's parts and Window Nation is expecting them any day now. When we have received the parts, our teams will call and schedule an appointment for our customer to complete their repairs. We greatly appreciate our customer's patience.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Window Nation has not communicated with us except to say they are pulling teams together to understand how to proceed as there are so many issues, this was on 8/4. When asked if the person handling the complaint had the correspondences from us and their production manager (who was our point of contact prior to BBB complaint they stated they had no communication from her. I offered to send the communications which I did that day. I have had no communication since!
  
  They have NOT detailed what repairs mean after multiple requests stemming back to the original complaint. I have no appreciation of what parts they have ordered to correct the issues, are they replacing windows (how many?), sashes (how many?) and moldings?
  
  How have they ordered parts when resolution has not been discussed?
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  Window Nation apologizes for any confusion or frustration that has been caused as we isolate and identify the needed repairs for our customer. Window Nation prides itself on assisting our customers with any needs they may have. Our team will be contacting the customer to ensure they know the game plan for how to go about resolving our customer's concerns. We again appreciate our customer's patience.
  
  Business Response /* (4000, 16, 2022/09/14) */
  Window Nation has ordered required parts for this customer as of September 9, 2022 to assist in completing their project. Our teams will also communicate with our customer to ensure a good time is set for a visit from our installation manager to complete the work. Window Nation, again, appreciates our customer's patience.
  
  
  Consumer Response /* (4200, 18, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Window Nation would have communicated the exact plan with us in the first place their installers would have come with the proper items to fix the problem when they were here last, which was already 4 months after initial install. Their inability to handle this in a professional manner has caused this 1 to 2 day problem to last as of right now 5 months. We no longer have patience left. At this point we would like a refund of a 1/4 of the cost since that is what is approximately remaining of this project and we want to never have to deal with Window Nation again.
  
  
  Business Response /* (4000, 20, 2022/09/23) */
  Window Nation will remain in communication with this customer so that they know exactly when they can expect their service to be completed, and we will ensure they receive a complete resolution.
  
  
  Consumer Response /* (4200, 22, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is no longer an acceptable resolution. We want no more to do with Window Nation, they have wasted our money and time and caused extreme aggravation. We just want a partial refund for unfinished work and to never deal with them again.
  
  
  Business Response /* (4000, 24, 2022/10/06) */
  Window Nation will reach out to our customer to see if we are able to amicably resolve the matter, as we do have a plan in place that may appease them. We will continue to seek the best resolution for our customer.
  
  Business Response /* (4000, 16, 2022/09/14) */
  Window Nation has ordered required parts for this customer as of September 9, 2022 to assist in completing their project. Our teams will also communicate with our customer to ensure a good time is set for a visit from our installation manager to complete the work. Window Nation, again, appreciates our customer's patience.
  
  
  Consumer Response /* (4200, 18, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Window Nation would have communicated the exact plan with us in the first place their installers would have come with the proper items to fix the problem when they were here last, which was already 4 months after initial install. Their inability to handle this in a professional manner has caused this 1 to 2 day problem to last as of right now 5 months. We no longer have patience left. At this point we would like a refund of a 1/4 of the cost since that is what is approximately remaining of this project and we want to never have to deal with Window Nation again.
  
  
  Business Response /* (4000, 20, 2022/09/23) */
  Window Nation will remain in communication with this customer so that they know exactly when they can expect their service to be completed, and we will ensure they receive a complete resolution.
  
  
  Consumer Response /* (4200, 22, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is no longer an acceptable resolution. We want no more to do with Window Nation, they have wasted our money and time and caused extreme aggravation. We just want a partial refund for unfinished work and to never deal with them again.
  
  
  Business Response /* (4000, 24, 2022/10/06) */
  Window Nation will reach out to our customer to see if we are able to amicably resolve the matter, as we do have a plan in place that may appease them. We will continue to seek the best resolution for our customer.
  
  
  Consumer Response /* (3000, 31, 2022/10/14) */
  Despite their claim we have never had a detailed plan of action or resolution from the company. We have made multiple requests for a partial refund due to the incomplete work done by the company, and they have not responded to that request/email. We have made that request to the Customer Care Team, the Escalation Team as well as multiple executives and have not received a reply.
  
  Once again we wish to discontinue work with this company and have a partial refund since we will need to complete the work with another company.
  
  
  Business Response /* (4000, 33, 2022/10/19) */
  Window Nation apologizes to our customer for any lack of communication or clarity they may have received. Our goal is to resolve any issues with any products a customer may have had installed, so that the customer could begin to enjoy their home improvement look. Our teams will continue to try to satisfy the customer, and we will work to amicably resolve the matter as quick as possible.
  
  
  Consumer Response /* (4200, 35, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have made it clear in these BBB responses and through several emails to their escalation team, their production manager(s), their customer service team, and their EXECUTIVES what we desire as a resolution yet we have received ZERO response to those emails. For a company who CLAIMS they want to resolve the issue they should start first by acknowledging their customer's communications. Dear Window Nation, rather than the standard response to BBB "...we are trying to resolve" why not respond to our desired resolution?
  
  
  Business Response /* (4000, 42, 2022/11/11) */
  Window Nation, again, would like to apologize for the frustration our customer has endured to this point. While we acknowledge there are issues that have arisen during this project, we would politely disagree with some matters that have been mentioned in this response. Window Nation does have the appropriate parts to complete the customer's job, and therefore requests that our customer allow Window Nation another opportunity to earn their trust by having our service team complete the work. Window Nation will be ready to schedule service for our customer as soon as they make us aware of a good time to complete. We would like to thank the customer again for the opportunity to earn their business.
  
  
  Business Response /* (4000, 46, 2022/11/23) */
  Window Nation is in receipt of the customer's request and is currently reviewing. As Window Nation has attempted to communicate with the customer to schedule installation and complete their service, we may not be able to accommodate their requests fully, however we will do what we can to resolve the matter for our customer. Window Nation will continue to follow up to resolve the matter.
  
  
  Consumer Response /* (4200, 48, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We appreciate that Window Nation is reviewing our request but their claim that they have been attempting to schedule installation is where many problems have been created. Their attempts have been a reaction to BBB Complaints, ignored our questions, or the information shared was later proved to be inaccurate. Previous attempts to correct the issues have only validated the lack of understanding/appreciation for our issues. This is one of the primary reasons that we have lost faith in the Window Nation and wish to discontinue our relationship.
  
  
  Business Response /* (4000, 50, 2022/12/08) */
  Window Nation regrets that our customer has these feelings toward our business and their experience with us. Window Nation is committed to every customer and hopes that we can come up with an amicable way to resolve the circumstances that the customer has been dealing with. Window Nation is currently looking over options that will satisfy them.
  
  Business Response /* (4000, 16, 2022/09/14) */
  Window Nation has ordered required parts for this customer as of September 9, 2022 to assist in completing their project. Our teams will also communicate with our customer to ensure a good time is set for a visit from our installation manager to complete the work. Window Nation, again, appreciates our customer's patience.
  
  
  Consumer Response /* (4200, 18, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Window Nation would have communicated the exact plan with us in the first place their installers would have come with the proper items to fix the problem when they were here last, which was already 4 months after initial install. Their inability to handle this in a professional manner has caused this 1 to 2 day problem to last as of right now 5 months. We no longer have patience left. At this point we would like a refund of a 1/4 of the cost since that is what is approximately remaining of this project and we want to never have to deal with Window Nation again.
  
  
  Business Response /* (4000, 20, 2022/09/23) */
  Window Nation will remain in communication with this customer so that they know exactly when they can expect their service to be completed, and we will ensure they receive a complete resolution.
  
  
  Consumer Response /* (4200, 22, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is no longer an acceptable resolution. We want no more to do with Window Nation, they have wasted our money and time and caused extreme aggravation. We just want a partial refund for unfinished work and to never deal with them again.
  
  
  Business Response /* (4000, 24, 2022/10/06) */
  Window Nation will reach out to our customer to see if we are able to amicably resolve the matter, as we do have a plan in place that may appease them. We will continue to seek the best resolution for our customer.
  
  
  Consumer Response /* (3000, 31, 2022/10/14) */
  Despite their claim we have never had a detailed plan of action or resolution from the company. We have made multiple requests for a partial refund due to the incomplete work done by the company, and they have not responded to that request/email. We have made that request to the Customer Care Team, the Escalation Team as well as multiple executives and have not received a reply.
  
  Once again we wish to discontinue work with this company and have a partial refund since we will need to complete the work with another company.
  
  
  Business Response /* (4000, 33, 2022/10/19) */
  Window Nation apologizes to our customer for any lack of communication or clarity they may have received. Our goal is to resolve any issues with any products a customer may have had installed, so that the customer could begin to enjoy their home improvement look. Our teams will continue to try to satisfy the customer, and we will work to amicably resolve the matter as quick as possible.
  
  
  Consumer Response /* (4200, 35, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have made it clear in these BBB responses and through several emails to their escalation team, their production manager(s), their customer service team, and their EXECUTIVES what we desire as a resolution yet we have received ZERO response to those emails. For a company who CLAIMS they want to resolve the issue they should start first by acknowledging their customer's communications. Dear Window Nation, rather than the standard response to BBB "...we are trying to resolve" why not respond to our desired resolution?
  
  
  Business Response /* (4000, 42, 2022/11/11) */
  Window Nation, again, would like to apologize for the frustration our customer has endured to this point. While we acknowledge there are issues that have arisen during this project, we would politely disagree with some matters that have been mentioned in this response. Window Nation does have the appropriate parts to complete the customer's job, and therefore requests that our customer allow Window Nation another opportunity to earn their trust by having our service team complete the work. Window Nation will be ready to schedule service for our customer as soon as they make us aware of a good time to complete. We would like to thank the customer again for the opportunity to earn their business.
  
  
  Business Response /* (4000, 46, 2022/11/23) */
  Window Nation is in receipt of the customer's request and is currently reviewing. As Window Nation has attempted to communicate with the customer to schedule installation and complete their service, we may not be able to accommodate their requests fully, however we will do what we can to resolve the matter for our customer. Window Nation will continue to follow up to resolve the matter.
  
  
  Consumer Response /* (4200, 48, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We appreciate that Window Nation is reviewing our request but their claim that they have been attempting to schedule installation is where many problems have been created. Their attempts have been a reaction to BBB Complaints, ignored our questions, or the information shared was later proved to be inaccurate. Previous attempts to correct the issues have only validated the lack of understanding/appreciation for our issues. This is one of the primary reasons that we have lost faith in the Window Nation and wish to discontinue our relationship.
  
  
  Business Response /* (4000, 50, 2022/12/08) */
  Window Nation regrets that our customer has these feelings toward our business and their experience with us. Window Nation is committed to every customer and hopes that we can come up with an amicable way to resolve the circumstances that the customer has been dealing with. Window Nation is currently looking over options that will satisfy them.
  
  
  Business Response /* (4000, 59, 2022/12/16) */
  Window Nation is unable to dissolve our customer's contract, as, while we understand there have been several attempts to service the home, we do not believe the issues have fallen out of the normal parameters of Window Nation's warranty support. Window Nation received our customer's products that are needed to complete the service for our customer back in October 2022, and we stand ready to remedy this situation for our customer at their earliest convenience. We would be happy to discuss compensation with our customer at the end of their project, given the repeated service visits. Window Nation again appreciates our customer's understanding and patience.
  
  
  Consumer Response /* (4200, 63, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We require a detailed plan of how you
  can resolve all the issues from the dozens of prior sent communications. Since Window Nation has refused to accommodate our settlement request this pushes us to highlight the shortcomings previously not outlined. While they put together their detailed plan (ie a list of products they feel will fix the job, etc) we will compile EVERY issue with the windows, we will require ALL issues big or small addressed and fixed. We request an approximation of what Window Nation deems reasonable as compensation for the hundreds of hours of stress and aggravation Window Nation has caused before we agree to this.
  
  
  Business Response /* (4000, 65, 2023/01/09) */
  Window Nation apologizes to our customers for the lengthy delay in resolving their concerns. Window Nation looks forward to having our customers send us a detailed list of any outstanding issues along with the parts we have on hand to complete their installation. We will work with the customer to formulate a plan of action by January 13, 2023. Window Nation greatly appreciates our customers' patience and looks forward to bringing them a complete resolution.

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased windows and screens from window nation June 4, 2021 the screens and windows were installed the two windows in the upstairs bedroom the screens do not fit we have been talking to the district manager Justin C****** via email and phone conversations (I have all of the text and e-mail from the last eight or nine months if I need to send them to you) the last eight months where he has continued to promise to replace the two screens that do not fit. I feel as though we have been getting a run around because this product has been paid for in full through a finance company so we are at our wits end. We would appreciate any help you can provide for us in trying to get this matter solved we just want to two screens to fit in our windows.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Window Nation apologizes to our customer for the experience they have endured thus far. Our goal is to install our jobs completely on the first try, so we regret our customer did not experience that in this rare case. Window Nation has reached out to our customer to let them know we are only waiting on a few more items to arrive from our manufacturer, at which point the job will be completed. Window Nation greatly appreciates our customer's patience and understanding throughout this project.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  
  This is the same thing they've been telling us for the last 6 to 8 months, They have put a new project manager over the project who has contacted me already and promised that it will be taken care of this past weekend which didn't happen. *****************
  
  
  
  Business Response /* (4000, 9, 2022/08/12) */
  Window Nation apologizes again for the delays on their project. We are expecting their screens to arrive within the next week into our warehouse. Once received, our service coordinators will contact our customer to find a good time to schedule an appointment. Window Nation, again, appreciates our customer's patience throughout this experience.

• Initial Complaint

  Date:07/29/2022

  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 January 2022 Windows Nation representative Terry K****, came to my home to sell us windows. In the presentation Terry stated the windows came with a lifetime warranty. If anything happened to the windows they would be replaced by Window Nation. The example he gave was in 10 years if the lawnmower sends a rock through the window the company would replace the window under the warranty. He claimed it was the best warranty in the business. We also mentioned that we needed the windows installed by May of 2022. He assured us the windows would be installed by April. We ordered 40 windows for $38000. The first notification that we received stated the windows would not be installed until July 2022. When we called to ask about the discrepancy Terry mentioned he was not sure and told me I would be contacted by a manager. No manager called. Over the next 5 months we called twice and was told a manager would contact us but never did. We received a call in July stating the windows had arrived when we asked about the time we were told that the normal delivery time was 14-16 weeks which was stated in the contract (Terry said this was worst case scenerio). We were told Our windows took 21 weeks because we had specialty windows. When we asked about the warranty we were told that the warranty is typically only shared with customers once the windows were installed and did not include coverage for accidental breakage as Terry described.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Window Nation does apologize for the longer-than-expected delays our customer has had to endure with this project. We aim to be able to complete our customer's installations as quickly as possible, so we regret that our customer's project has taken this long to complete. The delay is likely due to a window that was a "special shape", which can sometimes add additional time on to the project. With regard to the warranty, Window Nation will honor the warranty mentioned in this complaint. We greatly appreciate our customer's patience and understanding during this experience.

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 8 new windows installed on January 29, 2022 (less than six months ago). Due to weather and allergies, I didn't try to open the windows until May or so. When I did, I found that the windows were stuck: they wouldn't open up all the way. Even worse, once open, I had great difficulty closing them. In addition, the top portion of the windows would come down slightly, even when they are not supposed to come down, so the windows don't close properly any more. (I've opened 5 of the 8 windows so far.) Also, there is a piece on the side that has come loose in at least 3 windows.
  I've tried contacting Window Nation by email multiple times since June 11, both using their online system and replying to their emails. So far, all I've received is two promises that I will be contacted at some point to have the issue resolved, but no one contacts me. It is now July 27, over 6 weeks of my initial attempt to contact them. (I had a similar issue when I was trying to schedule the window replacement.)
  At this point, I think I will have to have my windows replaced again through another company. This is due to the lack of responsiveness by Window Nation. This is a huge amount of time and money. I am requesting at least a full refund (I should ask for more, but I don't think that's realistic) so that I can start the process of seeknig another company to replace these windows.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Window Nation apologizes to our customer for the frustration they've endured during this project. Our goal is always 100% customer satisfaction, and we regret our customer has not experienced that in this case. Window Nation has communicated with our customer to schedule an appointment to come service their windows. Window Nation is hoping to achieve scheduling said appointment this week, provided the customer's schedule can accommodate. Window Nation will continue to follow up with our customer to get them scheduled and to ensure that they are completely satisfied.
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has contacted me and we are in process of trying to set up an appointment for an assessment of work to be done. I am indicating that I do "not" accept the response simply because this is "in process" and I am waiting to see if the problems are fully solved. Thank you.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  Window Nation has contacted our customer and was able to schedule their service appointment for August 12, 2022. Window Nation looks forward to completing this customer's installation project so that they can begin to enjoy their new home look.
  
  
  Consumer Response /* (4200, 11, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I agree the business has contacted me. However, they are now cancelling the August 12 date for the assessment. Usually, I try to be flexible and understanding, however due to the history with this agency, at this time I am not sure how to proceed. I would like to keep the case open until this matter is fully resolved, if possible. Thank you.
  
  
  Business Response /* (4000, 13, 2022/08/15) */
  Window Nation appreciates our customer's cooperation as we work to resolve this matter. Our customer's schedule has permitted our technician to come assess our customer's issues on August 19, 2022. At this time, we will know more about how we can rectify the matter at hand and how to bring a resolution for our customer. We appreciate our customer's patience once again.
  
  
  Consumer Response /* (2000, 15, 2022/08/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Window Nation did follow up with completing an assessment of the situation on August 19. They have proposed a solution (essentially replacing all the frames for all the windows, if I understand correctly) which I agreed to.
  
  At this time, I will agree to close this particular complaint. I hope WN will follow through on a reasonably timely manner. I will reach out to BBB again in the future if necessary. Thank you.

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I singed an agreement to purchase new windows and a door on 16 May 2022. I paid a deposit on 15 May as part of that process on 15 May in the amount of $1750. Despite numerous attempts of contacting the business asking for an update, I have been unable to obtain a status update or any information for that matter. After multiple attempts reaching out to the local sales office and individual we worked with directly, we contacted the national office on 19 and 26 July. On 19 July we were told someone would contact us. On 26 July after calling yet again, we were told they could not find the order in production at all and could not provide a status on the order. We immediately requested a manager but could not be provided a reference number for this issue nor a name of the branch manager. It was then, we were told there was no branch manager for our location and someone else would have to contact us from a group email they sent. Every phone number we contact goes directly to a voicemail or is not working and no one is able to provide any information on our order resulting in now the cancellation requests and not sure we will ever get confirmation of that requests. We have also requested an immediate refund of the amount paid for a deposit and was told someone would reach out but "someone" is yet to be determined and not certain why a national office cannot issue that refund.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Window Nation apologizes to our customer for any frustration surrounding their project or communication with our teams. Our goal is to provide accurate, quick information any time a customer requests. Our teams have reached out to this customer to ensure they have a point of contact going forward, and we are gathering the latest details of their project so that we can inform our customer. We greatly appreciate our customer's patience and understanding.

• Initial Complaint

  Date:07/27/2022

  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.

  Contract signed on April 15, 2022. Not sure if Filing ******* is my contract # or their License #. Work order details: 16 double hung windows with flexscreens, glass = Extreme 2 pane/Low-E & Argon. Verbally sold by sales representative as the best glass you can get in your windows to reduce the heat coming into your house from the sun. 1st issue: discrepancy between Window Nation brochure glass options and work order. Asked for clarification from sales representative who confirmed both panes of glass have Low-E coating combined with triple silver coating. When customer compared to brochure, this description matches "Triple Silver" glass package (double-paned window with two panes of high-performance Low-E glass). Specifications on the glass at time of install align with "Energy Saver Plus" glass package instead of "Triple Silver". "Energy Saver Plus" glass is described as double-paned window with one pane of high performance Low-E glass. Multiple attempts with company to resolve discrepancy. Still unresolved. 2nd issue: installation left incomplete on 6-Jul-2022 (incomplete caulking and missing screens). Multiple attempts to company to resolve install process. Workers showed up on 21-Jul-2022 and delivered 15 screens, no attempt to contact customer. One screen still missing and caulking issues still unresolved. 3rd issue: Line of credit charged by company for full payment on 27-Jul-2022. Customer has not signed paperwork that job is complete, no warranty information received. Job is still unresolved and incomplete. Customer notified on 27-Jul-2022 that installation permit was not yet granted by county officials. Window Nation presumably installed customer's windows without valid permit.
  

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Window Nation apologizes to our customer for any frustration and confusion surrounding their project. Our teams have reached out to the customer to rectify their concerns. We had an appointment scheduled for repairs on July 30, 2022 in which our crews were able to perform the necessary work to resolve the mentioned matters, minus one final screen. Window Nation will continue to follow up with our customer and will ensure we complete their project as soon as possible. We greatly appreciate our customer's patience.
  
  
  Consumer Response /* (2000, 7, 2022/08/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I did receive a couple calls from Window Nation following my complaint with BBB. My installation issues were promoted to the escalation team and that person has been in contact with me almost every day. Technically, Issue #1 regarding the discrepancy between the advertised glass packages in the Potomac HP series brochure from the Window Nation website and the description of the glass package in my contract/work order still exists. In addition, the design consultant was inadequately trained since he only offered me one estimate for my new windows and he referred to that estimate as "the best glass they offer for solar heat reduction". In actuality, they offer 4 different glass types for the Potomac HP series and the type he put in my contract does not have the best specifications for Solar heat gain coefficient (SHGC). He described the glass I would get as having low-e coating on both panes of glass but in fact he sold me the glass that has low-e coating on one pane of glass, resulting in a higher SHGC. I did receive a call from the regional manager of the Window Nation Indianapolis division to discuss this issue. They have apologized for the miscommunication from my design consultant but ultimately I should have been offered all of the available glass packages so that I as the customer could choose the one I wanted. The regional manager said he would look at the brochure himself and evaluate the discrepancy in order to be more transparent with customers. I suggest BBB follow up on ensuring this discrepancy is addressed by Window Nation to ensure this does not happen to future customers. The regional manager also verbally committed to improving training of the design consultants to ensure they are better informed of the products they are marketing to prospective customers and accurately communicating all of the specifications and options.