ComplaintsforWindow Nation, LLC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April of 2018 Window Nation LLC replaced the roof on my home. The Roof of the home was noted to be leaking in early 2020 causing damage to the home. Window nation did not properly repair the leaks and the roof leaked again in 2023/2024. After speaking with the company we were told to find another roofing company to fix the job and that window nation would reimburse us for the cost. After the estimate was submitted to window nation, multiple insurance companies became involved on their end. One insurance companies investigator assessed the roof and the damage, noting that several shortcuts and mistakes were made; including not properly installing the flashing or placing support under roofing materials. None of the 3 different insurance providers have been willing to give us information or are willing to repair or pay for the repair of the roof at this time. Window nation admitted to contracting out the job to a 2nd party who contracted the job to a 3rd party. The Contracted Company has not responded to letters or inquiries from window nation for their insurance company despite being “put on notice “ on multiple occasions We are looking for resolution for the roof to be repaired before winter to prevent further damage to our home

  Business response

  09/27/2024

  Window Nation apologizes for the delays surrounding the customer service requests, partly due to the fact that this install was done in April 2018. Window Nation is currently working with our insurance company and underwriters on this claim due to the nature of the leak. Window Nation hopes to have an update for our customer on October 3, 2024. Window Nation appreciates our customers' patience throughout this process.

  Customer response

  09/30/2024

  
  Complaint: 22307854
  
  I am rejecting this response because: no resolution has been achieved at this point. A hope that a resolution is achieved by an arbitrary date is not a resolution. I have spoken with window nation and 3 different window nation insurance providers over the last several months with no resolution and one suggested I pay for repairs myself to “protect” my home. I have no confidence a resolution will be achieved until a repair date is set.
  
  Sincerely,
  
  ****** ********

  Business response

  10/08/2024

  Window Nation did confirm that the customer signed the insurance paperwork on October 1, 2024, and a check did go out to the customer on October 3, 2024, for the roof repairs. We appreciate our customer's patience throughout this experience.

  Customer response

  10/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22307854, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday August 1, 2024 Window Nation Installed 2 new bedroom windows and Shutters did not need removal. They also installed a sliding patio door which I paid to remove the shutters as requested by my sales person David *******. I live in a condo so it took a couple of months to complete the paperwork necessary for permission and logistics to be properly completed to condo specifications. On the day of installation I noticed a space at the top when the installer installed the sliding door and inquired why there was an opening and he stated that the non standard door opening that he removed needed to be adjusted for the standard door that he was installing and when I further questioned he took the 5th and stated he only did what he was instructed to do. I called the sales person David ******* and he passed responsibility onto the person who measured after David made the sale. I never heard anything else from David regarding any changes of the correct type of door or anything else regarding my installation. My paperwork stated that the same size door would be installed. I called Window Nation installation and they stated I needed to go back to my sales person, which I did but now the only contact I have had is the ******** company which they hooked me up with to finance the job they think they have completed. No one to my knowledge from Window Nation has bothered to call me to discuss anything more regarding this issue. I sent an email to Isaiah **** and David ******* detailing my dissatisfaction with the 1. sliding door incorrect size, 2. the safety door stops that could not be installed due to my shutters which were in place prior to the new door installation & was not discussed with me. 3. The large lip on the egress and ingress of the sliding door which does not allow the wheel chair in or out impeding the quality of life. Not to mention if my condo association requests me to replace the incorrect size door they placed without my knowledge.

  Business response

  09/26/2024

  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. Window Nation did a site visit on September 23, 2024, took pictures of the interior and exterior door, and reached out to the HOA, who confirmed that the door was approved. Window Nation is working on an approved ramp along with a toe lock for the door, and we do appreciate our customers patience as we work on those issues.
  

  Customer response

  09/26/2024

  I am very much trying to work with Window Nation, however at age 73 I am finding that they are either trying to circumvent their business and ethical responsibilities or move on without fulfilling their end of the contract.
  The called me and they sent out a man to look at resolving the surface issues and numerous individuals are calling me from Window Nation which I find to be very confusing also in addition to the finance company calling.  
  In order to protect myself I have checked with another window professional to understand what I need to be cautious of in accepting the work and product, which I did not requested (incorrect sliding glass door size) or agree to in any way prior to accepting.  They are stating that if they did not properly insulate the installed product I would get air, condensation and possibly water sooner or later.
  In addition to the door lock, the increased height of the bottom lip of the sliding door, and finally the incorrect door size, I went to my Cleveland Heights, Ohio city Hall and I have attached the paperwork.  They have an independent Inspection company do their Inspection work for the city.  However, the city inspector is stating that there was not inspection as required by our city and Window Nation also did not acquire a permit or get an inspection of the work that they have performed at my condo.
  I am very concerned.  Two days ago Window Nation sent something stating it was from my condo association for me to sign.  If I have to get a lawyer to continue this fiasco and take them to civil court, I will do just that unless they stop their antics and start dealing ethically and committed to fixing their blatant errors which I see will cost me more inconvenience and money in the long run. The short run is to turn this over to arbitration or get my own lawyer to handle this.  I will not be signing anything else until I see real honest results and someone to tell me that the insulation has been done in this work, which I don't see how that can be done since they didn't even bother to get a permit or have the inspection done at all after changing what was already there.
  PLEASE ADVISE
  ***** ************

  Business response

  10/04/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. Window Nation has provided the customer with documentation that the door we installed was the correct one based on the HOA approval. Window Nation has scheduled a service date for October 15, 2024, to go over our customer concerns with the door, and we are prepared to install a ramp. Window Nation's team will continue to work with our customer until the matter is resolved.

  Customer response

  10/08/2024

  An appointment was made to remove the outside newly installed sliding door facing, however I called to reschedule that appointment October 2, 2024 to be completed on October 15 @ 8am.  This will confirm that they correctly installed with insulation to prevent water, air etc. from entering and causing damage and also to confirm that engineering guidelines are/have been followed for correct installation of a smaller size door in a larger opening.  That will also include proper paper work necessary from the city of Cleveland Heights that should have been filed for prior to their installation, a permit and an inspection and including signature from the ********* Board for a change.

   

  Customer response

  10/21/2024

  I am in the process after the professional inspection report has been completed and delivered to me in forwarding the analysis to Window Nation and I am also obtaining the necessary ********* board signatures to sign off on this issue.  

  I will with the sign off of the board and the inspection report accept the efforts of Window Nation to provide a sound product that does not detract from the current architecture although the size is an incorrect sliding door size.

  I will provide the complete information to the BBB and Window Nation.

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello My issue is not with the quality of the windows, but with fraudulent sales tactics. I had many bids on replacing my windows but went with you because of your salesperson’s sales pitch. She stated I would have 3 months no interest pay period then ******* ******* would reamortize the remaining balance which would bring my monthly payments to a reasonable amount. This did not happen. I called ******* ******* and they told me reamortization only applies to solar panels. Regardless the 10k I paid during the interest free time frame , my payment is way more than I budgeted for. I have called and emailed two of the companies representatives to include - * ****** ** ********. I have received little contact and they keep passing on my issue to another person. The right thing to do Window Nation is to refinance my remaining balance just as your salesperson promised after the 3 month period. I would not have purchased from you if I had known this was going to be an issue. My salesman was *. **********. Window Nation Dallas/Ft.Worth. Thank you

  Business response

  08/09/2024

  Window Nation apologizes for any frustration or confusion that has happened during the customer loan process. Window Nation did speak to our customer on August 6, 2024, and our sales team is working on getting proper documentation for the finance plan that Mr. ******* signed and verifying that the plan he wants was available at the time. If the financing is available and he qualifies for it, we are willing to refinance his project at our cost.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had 23 windows replaced in my home. Went to go put siding on my home and they found the windows were put.in incorrectly. Theres spots with not insulation and another spot the frame is cracked. Then there was no inspection done after work was complete.

  Business response

  08/06/2024

  Window Nation appreciates our customer's complaint, which has been sent to our local market to be made aware of our customer's frustrations and their desired resolution. Window Nation has had no service requests from our customers since their installation on December 19, 2023, and we have scheduled a service assessment for August 8, 2024, to address any concerns they may have.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB, Please see attached file, "BBB - 24 July 2024" for the full story because I need more than 2,000 characters for my story. Please reach out to me via email (******************) or text/phone ###-###-#### if you need more information or have questions on my writeup/story (attached). Please also see supporting documents (texts exchange with both Chris ****** and his manager, Warren *****) in order to understand what I am trying to convey in my writeup. Thank you advance for your assistance and time. Sincerely, ****** ****

  Business response

  07/29/2024

  Window Nation apologizes to our customer that we were not able to proceed with their project. Window Nation did speak to our customer on July 29, 2024, to go over their concerns. Window Nation hopes that for any future projects, they will keep us in mind.

  Customer response

  07/30/2024

  
  Complaint: 22035600
  
  I am rejecting this response because Forrest (an Escalation Manager from Window Nation) called me, yesterday (07/29/2024) and offered me a gift card of $250.00. Early May 2024, Warren ***** called to inform me that Window Nation had cancelled my contract with them, and that he would offer me a gift card of $300.00.  It seems to me that Window Nation does not acknowledge their salesman's wrongdoing. Salesmen represent the entire company that employs them. Forrest said to me, yesterday, that he would try to raise the amount of compensation. It's clear that everyone (3 people) at Window Nation does not keep their word; two of them offered me gift card of different amount, both rescinded.... very disappointing.

  
  Sincerely,
  
  ****** ****

  Business response

  08/01/2024

  Window Nation appreciates our customer complaints and their desired resolution. Unfortunately, we will not be able to provide the customer with a gift card. The sale was canceled, and all funds were returned to them. Window Nation hopes that the customer finds a suitable home improvement contractor to do the job.

  Customer response

  08/01/2024

  
  Complaint: 22035600
  
  I am rejecting this response because both Warren ***** who offered me $300.00 gift card ($100.00 of which will come out of Chris ******'s commission because the bottom line was that he made many mistakes.) Then, on Monday, 07/29/2024, Forrest (the Escalation Manager) called and offered me $250.00 ("... to get the bad taste from my mouth...", (Forrest's words). Forrest said that Window Nation did nothing wrong. I repeated what I wrote in my writeup all the reasons why I am requesting $500.00. Now, both managers at Window Nation lied to me because they never followed through with their words; pretty much ate their words. They're definitely not men of their words. I do not understand; they are managers. Managers, from my experience, solve problems and make sure that all parties involved are at the same level if not very close. This is a classic example of big companies picking on individual consumers, like me and my family. Please give me good reasons swallowing your words, Warren and Forrest. $500.00, $300.00 or even $250.00 is a drop in a bucket for a company of this size. I am feeling that this is an "ego" issue and not money. I sincerely hope I am wrong on this. 

  Message to both Warren ***** and Forrest:  If you were in my place which a company make mistakes, holds your money ($13,200.00 in this case) for 2 months and denies any wrong doing from its workforce, how would you feel. Also, without giving me a heads up, Warren ***** and company canceled my contract. I was shocked when I saw the cancellation email. Window Nation's policy states that if the customer cancels, we are penalized with 40% of the contract price; however, the company has no accountability when they cancel the contract. This sounds like Oxymoron to me. It is unfortunate that managers of a big company cannot keep their words. I want people to know me as a person with integrity -- what I say I do. 

  Is there a way for me to escalate this issue to higher management? I would really appreciate it. Thank you in advance.

  
  Sincerely,
  
  ****** ****

  Customer response

  08/06/2024

  I DO NOT accept Window Nation's (WN) so called "resolution". Two of their managers, Warren ***** and Forrest promised me a gift of $300.00 and $250.00, respectively, but turned out to be EMPTY PROMISES. This company does not have one single honest person. I would avoid this company at all costs. Recently, one of my neighbors complained to me that WN's installation is way under-par. They called WN to send a crew to out to their home to correct multiple issues, and it took over 6 months before anyone showed up to fix the problems -- windows and doors not installed correctly.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 25 2025 we entered into an agreement with window Nation. To install 14 windows. After 3 measurements on the day off the installation. May 10 the windows came with two windows. That where missed measured. I paid the remaining balance in full. With the under standing. That it would take two weeks. For the windows to be installed. Since then I've have received a run around. Window Nation customer service is non existent. In good faith I paid the bill complete. Also am still waiting for a voucher to an resort. That was promised upon final payment. I spoke to a manager who informed me that the voucher was in my email. On Wednesday or Thursday no voucher code. Try a get an answer or a person to speak too. All am asking for is the completion of the project. And the voucher code.

  Business response

  06/11/2024

  Window Nation apologizes for any frustration our customer has experienced with the purchase and installation of their windows. but would respectfully disagree with some of our customers's assertions. Of the 14 windows purchased, there were two that were mismeasured, and those were immediately ordered, and we have an ETA of June 25, 2024. Window Nation did speak to the customer regarding their voucher and was able to expedite and provide the customer with the code on June 7, 2024. Window Nation appreciates our customers' patience throughout their project.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window Nation installed 13 windows in my home, my picture window in the foyer is defective letting in hot and cold air and has incorrect grade glass installed. I was told they offered 3 types of windows (low, med, & high grade), I selected middle grade, but was told by ***** service person they installed lowest grade window. The service contract says the I purchased the low grade not the middle grade. I would not know as a customer what codes, the sales representative use when writing up a contract. I was under the impression I purchased the middle grade window. When I questioned the salesperson about the level of window purchased he danced around for a while, but never provided an answer. When he called later, he tried to explain one of the windows was an industry standard window and was not offered by the company. I asked why you would show me industry standard window when I requested to see samples of window glass sold by Window Nation. He never responded. After the initial conversation, I have contacted salesperson and management at Window Nation several times with no response from either. It's been more than 30 days, and the window manufacture ***** will not replace glass, because the work order has been placed on hold. I have requested assistance to no avail. Going on two months with no response from management on resolution or suggestion for resolutions.

  Business response

  06/06/2024

  Window Nation apologizes to our customer for the lack of communication regarding their complaint. Window Nation did have sales representatives speak to our customer on April 29, 2024, and did go over the windows that they purchased and that they are our midgrade windows. The customer was shown triple panes but declined them due to the tint on the windows, which would be a darker shade. Window Nation will have sales reach out to our customers to come up with a suitable solution. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract for a complete replacement of windows (11) and sliding doors (2) in my condo unit. The install was completed MAY 31, 2023, with two issues that required Window Nation's ("WN") repair: (1) both sliding screen doors had tears in the screens; and (2) one of the master bedroom window screens has a blob of dried caulking/paste on the screen that could not be removed. The installer provided a form for me to complete, which I did, and he advised that WN would set up a service date to replace the faulty items. The replacement work remains incomplete with no resolution in sight. After NINE attempts to communicate and resolve these apparently simple issues, WN sent a representative to remove and repair/replace the items on NOVEMBER 29, 2023. On that date, WN took the faulty items back to their "shop" to address the issues, with the promise to return the following day to complete the repair/replacement. That did not occur. Indeed, after another follow-up with WN, they sent another representative to my condo on DECEMBER 14, 2023, with screen doors, but the window screen was not the one they removed 2 weeks before. The representative (Shawn) advised that the previous representative lost my screens. While its is uncertain as to whether the screen doors that were installed are the ones I purchased originally, I allowed Shawn to install them to move this project toward completion. At this time, WN has failed to live up to its promises to resolve the remaining issue (missing window screen), and in fact I have been getting the run-around from its incompetent customer service department. Indeed, I have sent at least three email outlining my request (sent every 30 days since December 14, 2023), and made numerous calls with no movement or information on the window screen WN took from me and never returned. I want WN to replace the faulty window screen that I PAID FOR, and they removed, to end this nightmare project and in hope I never need service from WN.

  Business response

  04/16/2024

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. Window Nation did speak to our customer on April 12, 2024, and provided our customer with an updated ETA on their screen, which is April 24, 2024. Window Nation will continue to follow up with the customer to ensure that they are completely satisfied with the finished product. We appreciate our customers patience throughout this experience. 

  Business response

  04/23/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. Window Nation received the screen on April 22, 2024, and we will reach out to the customer no later than April 24, 2024, to schedule an appointment with the customer during a time that is convenient for them to complete their project. Window Nation appreciates our customer patience.

  Business response

  05/09/2024

  Window Nation has completed all service for this customer and has attached the signed completion form.

  Customer response

  05/09/2024

  I reject Window Nation's ("WN") response because it is a misrepresentation of what I signed after the agent installed a screen in the master bedroom (NOT the bathroom as indicated in the false document attached to WN's response). After the installation, I acknowledged ONLY that a screen was installed, but the acknowledgment DID NOT provide that the work was done to my satisfaction. Indeed, the agent made me sign my name on his computer tablet under one statement ONLY; that he installed a screen. Window Nation is a shady company as evidenced by this latest film-flam document they created. Note that I acknowledge that this screen installed (nearly one year after the work was supposed to be completed) apparently fits and is what should have been provided one year ago. Nevertheless, the work and related service WAS NOT completed to my satisfaction given WN's failure to timely respond to my numerous requests for service and WN's countless misrepresentations and false promises in regard to how/when they were going to complete their contractual obligations.

  One more thing, I notice WN has no response to my request for some type of refund/monetary compensation given that I paid for a warranty and service which was included in the original contract and for which I received nothing of value in return.

  
  Sincerely,
  
  ***** ***

  Business response

  05/14/2024

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. We pride ourselves on resolving any follow-up service needs quickly and effectively. We regret that this has not happened in this case. Window Nation would respectfully disagree with some of our customers assertions, as this is a service issue and would fall under our normal service and warranty specifications. Window Nation thanks the customer for allowing us to resolve the issue.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  below is an excerpt from a letter that I sent to Window Nation and has all the information regarding the complaint. To date I have not heard from them. I am writing to you today to express my disappointment regarding our recent window installation. During initial consultation Jed explained that there would be some additional costs due to the size of 8 of our ‘side glass’ windows. Although the amount was not specifically mentioned in the contract he did say that if we had our own carpenter we could save thousands of dollars. Because we did not want to have any issues we opted for Window Nation to be responsible for any alterations. Did not need ANY additional carpentry work. Two days after the installation called the company and spoke to Amy to ask when we would receive a refund for the work that was not done. Been on the phone for weeks; no one will call us back. He did speak to Bob on Thursday, February 15th who said he would look into it and call us back on Friday. To date we have not received a phone call from Bob. On Wednesday, February 21st called again. Finally Jed called back and my husband explained the situation. Said he would look into it and a call back. To date we still have not received a call from anyone. Received a mutual agreement in the amount of $600 which we declined. As mentioned the amount of potential carpentry work was to be thousands of dollars. We have received a $500 gift card for future work. We do not want that as we had ALL of our windows replaced; what else could we possibly use it for? We also were offered a cruise or timeshare; we don’t want that either. Not asking for an exorbitant amount of money to be refunded. However when you spend more than $28,000 and part of that amount was for carpentry work that was not done refunding should be done without all of these hassles. Expect compensation to be in the $2500 to $3000 range. At this time we would not recommend Window Nation to any of our friends.

  Business response

  03/18/2024

  Window Nation apologizes for the frustration surrounding our customer's project. Window Nation did issue a gift card for $400.00 and then offered an additional $600.00 gift card, bringing the customer compensation to $1000.00. Our teams have been researching our customer's situation and will be following up with a game plan in order to bring them a proper resolution. We appreciate our customer's patience.

  Customer response

  03/19/2024

  
  Complaint: 21415439
  
  I am rejecting this response because I feel that there would have been more than $600 worth of work that needed to be done.  In addition the $400 gift card that was sent could only be used for future Window Nation work.  Therefore it is worthless since we had all of our windows done.

  The resolution we are seeking is $3000.

  
  Sincerely,
  
  ******* ***

  Business response

  03/26/2024

  Window Nation apologizes to our customer for any difficulties arising from the completion of their project. Window Nation will continue to reach out to our customers to come up with a suitable plan to address their concerns.

  Customer response

  05/09/2024

  I am rejecting this response because:  
  please reopen this case.  we signed a memo of understanding on 4/3 and were promised a $1500.  it is now 5/9 and we still have not received the check.  we did reach out to window nation asking the status.  it took a week for them to respond.  the individual said they would look into it.  that was almost a week ago.  we would like to know when we are going to receive our check.  thank you very much for your time and attention to this matter.

  Business response

  05/14/2024

  Window Nation apologizes to our customer for the delay in receiving the check for $1500.00. Window Nation did send this out on May 6, 2024, and has provided a copy of the receipt showing the grievance check being issued. Window Nation would ask our customer to please allow time for its arrival. Window Nation greatly appreciates our customers's patience.

  Customer response

  05/16/2024

  I am rejecting this response because:
  We should have received the check by now. It’s been 10 days. And what they told you was incorrect because they told my husband yesterday it was mailed May 10….so which is it? This company had lied from the beginning

  also we are being denied service. We reported an issue with one of our screens being defective last Friday and were told we’d have a response in 48 hours. To date we’ve not heard anything. We feel we are being discriminated against because we requested a refund. 
  

  We would like a replacement screen for one of our casement windows. It can be sent to our home if the representative does not want to come to our home 
  Sincerely,
  
  ******* ***

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had doors and windows installed by this company back on Feb 1st and 2nd 2024. They installed two damaged windows and a dented door along with poor clean up from their employees on the install. They sent someone back out about nj out a week later he fixed the gaps that were left in the trim work and verified the damaged products. Now here I am 6 weeks later stuck making payments for a job that they have not completed since they have not replaced my damaged products or done anything to compensate me or my wife for the time we loose from work when they come out to look at their poor workmanship.

  Business response

  03/11/2024

  Window Nation apologizes again for the inconveniences our customer have experienced during this project. Window Nation does have a service date scheduled for March 12, 2024, to address any issues that occurred during installation and has agreed to make the first payment on the customer loan as compensation. Our teams will stay in touch and communicate with our customers until every issue has been addressed to their satisfaction.

  Customer response

  03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The new door is damaged as well.  I have attached pictures of the damage to new door.  
  Sincerely,
  
  ****** *******

  Business response

  03/18/2024

  Window Nation did have a service date set for March 12, 2024, to replace the damaged glass with a new inner glass unit; unfortunately, this unit also had marks on the glass. Window Nation has ordered all of the necessary parts and will provide the customer with an ETA as soon as we have one. Window Nation is hopeful that it will complete the project soon and will continue to follow up with the customer once everything has been completed.

*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. ↩