ComplaintsforWindow Nation, LLC

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 28, 2023, Mr. Blaine *******, representative from Window Nation wrote up my contract for fifteen replacement windows. After 2 1/2 hours talking to Mr. Blaine, I signed the contract and put a $5,000 down payment on the windows. Mr. Blaine did not give me a receipt for my credit card or the original contract of $14,000. It was late when he was leaving my home, but he assured me I would have the originals as soon as he arrived home. I informed him that I was leaving for vacation and needed all paperwork and customers reviews because I was leaving in 2 days. That never happened. The next day, I called to cancel my contract because I had nothing indicating I had purchased fifteen windows or my credit card receipt. I spoke with Ms. Autum, representative from Window Nation, and informed her of my decision to cancel my contract for the fifteen windows. Ms. Autum told me that she would pass the information to the appropriate person. After 30 to 45 minutes, I called back three times, and no one would answer the phone (caller I.D.). Someone hung the phone up on me without saying anything. On December 29, 2023, I received an email from Mr. Jeremy *****, Quality Assurance representative. Window Nation refuses to give me a refund because I did not send the cancellation letter registered or certificated mail. Once again, I never received any paperwork from Window Nation. If I did not receive any paperwork indicating what to do “how would I know.” I would think that at least someone would have told me what their policy and procedures were regarding cancellation of a contract. I canceled my contract within 24 hours. If anyone is at fault it should be Mr. Blaine, not me, because Mr. Blaine should have given me all my paperwork at the time of the sale and before departing my home. I am sure it is standard procedure to give the customer a copy of the credit card receipt and the original contract before departing their premises. Mr. Blaine mishandled his paperwork and responsibility to me and Window Nation. A refund is due. Thank you and God Bless

  Business response

  02/22/2024

  Window Nation regrets the lack of communication with this customer and apologizes for the inconvenience our customer has experienced. Window Nation has requested a full refund of the customer deposit, which our customer should be receiving in the next 14 to 21 days.

  Customer response

  02/23/2024

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

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Window nation is a total ****. A rep came out to our house and sold us on new windows. We ended up financing $37,000 of the project. The rep said over 20 times the interest rate is 1% on the loan. It was only emailed to us to sign with no visibility on the loan terms. Turns out the interest rate is actually 10.95%. We cancelled the loan, but wasted an entire day talking to this **** artist.

  Business response

  02/13/2024

  Window Nation apologizes to our customers for any frustration they have experienced, as our goal is to always provide accurate and complete information about their financing plans. Window Nation has agreed to cancel the customer sale and refund the deposit. We wish them the best of luck on their future home improvement projects.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2023, Joathan who was the sales rep for this company came out and measured my home for replacement windows. He told me that I could get 5 year financing with no interest and no payments as long as I paid in full by the 5 year date or the interest would be added in. I said at the time I would want to do this with the 5 year plan. He quoted me $8900.00 for all the windows. I made several calls to the company after that for follow up. My third call, the customer service rep said she would email Jonathan and his supervisor to call me and someone would call me. Jonathan did call me back on January 9th and conformed to quote and the financing. He said he would send me the contract and finance forms. I did not get the forms and he did not call back. I made several more calls to this company. On Feb 1st I received a call from Richard ****** with this company informing me that all finance contracts only come from him and not from Jonathan and that he could not honor the agreement Jonathan and I made unless I 1, financed the windows up front and pay 9.9% financing. 2. 5 years no interest with a cost of $14,612 and 3. 18 months deferred $10,365 installed with monthly payments of $233 month

  Business response

  02/08/2024

  Window Nation apologizes to our customers for any confusion or frustration after they had one of our sales representatives come to their home. We would like to, however, clear up a few matters that our customer has stated, as we do not want them to be misled or misinformed. The first option they presented to us was cash-only, not involving financing. This, of course, would be a significant saving for the customer. The other option they inquired about was if they were to finance the windows, and this was the other option presented to them. Window Nation apologizes again for the confusion or frustration when applying for financing.

  Customer response

  02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: the price quoted to me was for the financing and the company should stand by the agreement the sales rep and I had not only once but twice.
  
  Sincerely,
  
  ****** *****

  Business response

  02/14/2024

  Window Nation apologizes for any misunderstanding that occurred with our salesperson and the finance that was discussed, but unfortunately, we are unable to offer the customer the loan on a cash-only deal. Window Nation regrets any confusion our customer have experienced, and we do hope that they keep us in mind for any future home improvement projects.

  Customer response

  02/21/2024

  I am rejecting their response because of their deceptive practice during the home visit and measurement. This was not a new salesman. He gave me the information on the visit.  This company should stand by the promise made to Me during the home measurement visit

  Customer response

  02/23/2024

  I do not have a written contract. Jonahan and I agreed when he came to my home on the cost and deferment plan.  He also confirmed that on a phone call in January 2024.

  Business response

  03/05/2024

  Window Nation apologizes to our customers for any frustration they have experienced, as our goal is to always provide accurate and complete information about their financing plans. We regret if our customer experienced any confusion. Window Nation did explain to our customer the different plans available for financing vs. a cash-only deal. Once again, Window Nation regrets any confusion our customer has experienced, and we do hope that they decide to purchase windows from us.

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because this company misrepresented themselves in both conversations I had with Jonathan the sales rep. The company should stand by the employees and the agreement made with Jonathan should  stand so we can move forward with the agreement in November 2023 and in 2024 with Jonathan
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  02/02/2024

  Window Nation apologizes to our customers for any frustration they have experienced, as our goal is to always provide accurate and complete information about their financing plans. We regret if our customer experienced any confusion. Window Nation would, however, dispute that our customer did not receive the finance plan that they agreed to with the correct terms and conditions. The customer loan program that they signed for was 18 months, same as cash, no interest, and they received additional discounts for choosing that loan. Please see the attached documents: Page one outlines the terms of the loan, and page two shows the customer's signature along with the IP address from which it was signed. Once again, Window Nation regrets any confusion our customer has experienced or mishaps with their loan.

  Customer response

  02/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:  My name is **** *********, my mother *** ********* has the above case with you at BBB. Please reopen the above case because here's where the concern lies.... my mother has made EVERY payment on time plus the minimum due...she was late on her payment in January 2023 because my father, her husband of 63 years died the day before that January 2023 payment was due. My mother paid that payment late and also paid over the minimum due as she has EVERY month! She is being penalized because she was late on that January 2023 payment  due to her husband dying.  The window nation finance does not care. So how fair is this that she has made every payment plus and one month was a week late due to a death and now has to pay over $6000 in interest!!!! It's pretty sad that they are taking advantage of this situation and a senior citizen who lives on a fixed income.  Very sad! Is there anything else that can be done besides court? Please let me know what or if we have any options or if you have any suggestions. Thank you! **** ********* ###-###-#### 
  
  Sincerely,
  
  *** *********

  Business response

  02/27/2024

  Window Nation sincerely apologizes for the feeling that the customer has towards our business. Unfortunately, we are not able to discuss a loan with the bank due to privacy issues. Window Nation would recommend that the customer reach out to their financial institution to find a suitable solution. Once again, Window Nation regrets any confusion our customer has experienced, and we do hope that they are able to settle the matter with the financial institution from whom they received their loan.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial Date of Install: 11/28 Amount: $12,110.37 At initial install quality of work was beyond poor. I immediately call customer support and sent in pictures for review. Product was damaged as well. Sent in pictures of everything. Site Inspection 11/30: Site manager and original installer to complete. Installer showed up first and started trying to cover us bad work before manager gor there. I immediately called customer support and they contacted install manager. Installer stopped and waited for manager. After install manager go there, they walked and I showed them all the issues. The entire time the installer was telling the manager that was not his work, insinuating I or someone at my home had done something to the product. They informed me they would let me know what needed to be ordered for my sliding glass door and let me know when they would be back out. They also asked I provide the color of my house siding as they were going to need to replace some j channel. Following this visit, I spoke with customer service a few times. I did not hear back from the install manager until a text on 12/8. He asked for the siding color, which I had already sent 12/4. I sent the info again and even told the manager where product was in-stock to buy. On 12/11 I asked for some follow up and on 12/12 the manager stated they were getting Jchannel and would be reaching out to schedule. The manager said the exterior portion of the job could be completed while we were waiting on parts. I told him someone would have to be home to give access to the back yard. The manager said they would set up in advance. I no longer received any follow up from the branch. After 12/12 I also received no calls from customer service. I had to call to get any information. Between 12/12 and 1/23 I followed up seven times and was constantly told false information regarding product arrival and expected follow up. I was also directed to make no payments until job was complete, this was also wrong.

  Business response

  02/07/2024

  Window Nation apologizes that our customer has had any issues with their project. We always aim for a complete installation the first time. In this case, we have a scheduled site visit for February 7, 2024, to go over the customer's concerns. Window Nation will continue to follow up with the customer until they are completely satisfied with their project. We greatly appreciate our customer's patience.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2023 we contacred Window Nation for a quote on 4 new windows to replace existing windows in our livingroom at **** ********* Drive, Bel Air, MD. A Saleman named Ernie ******** came to our house on September 14. We explained that we wanted windows to match the rest of the house. Ernie proceeded twith a slide show and glass samples. We looked at this and again explained that our primary concern was that the windows be the same size and color of what we had. Ernie explained that he could match the exterior color but the interior would be that same color (cream) and not the interior color of our existing windows (white). We agreed to this as we planned to have the interior of the window painted. He went outside to look at the windows and came back inside. He showed us a small paint chip app 2X3" and told us this would match the exterior color of our existing windows. He told us that he would match the new trim cover to match the new window. He gave us a contract for $3,091.00 and we gave him a deposit of 1,113.00 A few weeks later an installer arrived to take final measurements for the windows. We learned that two of the windows were smaller than the size in our contract. The installer told us that there was also a problem with the trim color and that Ernie would need to come out to review the choices with us. We called Ernie and he agreed to come out to show us trim - which he had not done in the original sale. He also told us the windows were the same price even though two were smaller. He came back when I was away on business and totally confused my wife. She told him again to just match the window and trim to what we had. He agreed and made a change to the contract. When the windows were being installed, after the team had destroyed our existing windows, the foreman told us that the window and trim didn't match and the windows needed replacing. We contacted Ernie and others at Window Nation who have been giving us the run around.

  Business response

  02/06/2024

  Window Nation apologizes to our customers for any frustration they've experienced since they purchased windows. Window Nation is currently working on putting together a plan to resolve this situation with the branch and will follow up with our customer with a suitable resolution.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We initially were scheduled to have about 30 windows installed; however there were 2 windows that were not installed. One bedroom window was measured incorrectly and the laundry room window was missing. We were told at the time of installation that the 2 windows would be installed expeditiously. That was in November we are now at the end of January. Someone did come out to take measurements of the uninstalled windows in November. I have been receiving calls from the finance company asking if the job was completed. It has not been. I called Window Nation and was told that someone would contact us. We have not received a call. We just want the two windows installed. The workers also ripped/tore the canopy on our patio furniture.

  Business response

  01/31/2024

  Window Nation apologizes that our customer has had any issues with their project. We always aim for a complete installation the first time. In this case, we have already ordered the service parts needed to complete the job, with an expected delivery date of February 13, 2024. Once received, Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. Window Nation also spoke to the customer on January 30, 2024, and sent them $100.00 for the damaged patio furniture.

  Customer response

  02/01/2024

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: paid the deposit of $14k (approx) in Feb 2023 (about 12 months ago) The business committed to installation of around 20 windows. Since we paid the deposit, our experience has been hell on earth with about 7-8 trips out and countless mismeasurements, errors. Some of the windows have been mismeasured 5+ times. This morning they came out to try installing a window they've measured 5+ times and have ordered the wrong window size in each of those scenarios. This morning when they came out they didn't measure the replacement window and removed the window that was installed and then realized the new window had the wrong measurement again. They also cracked the old window so now we have a leaky window with no end in sight for a replacement. We own Window Nation another $22k. Our down deposit was approx. $14k. The lack of attention to detail has been horrendous and with no end in sight we are at a loss for how they will deliver on our contract. This has been the worst experience. I would never recommend Window Nation to anyone. Their (lack) of guarantees, attention to detail and quality is criminal

  Business response

  01/29/2024

  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 has discounted the customer $15,706.00; this was applied to the balance due on January 25, 2024. We scheduled another measurement on January 26, 2024, and have requested a rush on parts and will provide the customer with an ETA once one is provided to us. 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.

  Customer response

  01/31/2024

  
  Complaint: 21186818
  
  I am rejecting this response because: the service has not been completed.  We still have 1 broken window from installers (3 part window) and another window that was part of my compensation which hasn't been installed yet they measured it over 4 months ago.  
  
  Sincerely,
  
  ******* ********

  Business response

  02/02/2024

  Window Nation apologizes to our customers for any frustration surrounding the project. 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 customers to schedule an appointment at their earliest convenience. Window Nation greatly appreciates our customers' patience and looks forward to bringing them a complete resolution.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased windows for my hole home with Window Nation. When the windows were installed the install team made a mess of the tear out of my old window. I took pictures and called the company. Window Nation sent Phil ***** Manager, Install Services to inspect. Phil said they were installed poorly and would have a new install. The new install team came out and reinstalled the windows. At that time the install team Forman and Phil ***** both stated that some of the windows we defective and need to be replaced. Window Nation ordered new window sashes that did not fit correctly. Window Nation again ordered new window sashes that did not fit correctly. On Jan 8 2024 Phil ***** (###-###-####) call to see if we could resolve the issue by compensating for the defective window or have new sash glass packs made. I stated at this time its been 15 months give or take, they have been in and out of my home 4 times or more I am done trying new ways to get it done correctly compensation would be fine. Phil ***** said he would crunch some numbers and call me on Jan 12 with purposed compensation. That is the last I have heard from Phil or Window Nation. I have called and left messages with Phil and have gotten no response.

  Business response

  01/25/2024

  Window Nation apologizes again for the delays and inconveniences our customers have experienced during this project. We understand their frustration, and we look forward to making things right for our customers. Window Nation is willing to discuss compensation once all services have been completed. We have already ordered the 12 sashes for the 6 windows. Once an ETA is provided to us by our manufacturer, we will schedule a service date. We appreciate our customer's patience throughout this experience.

  Customer response

  01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: This window install has going on for close to a year and a half. Window nation has stopped returning my calls or they say they will call and do not. They offered me $2,500 compensation on a $26592 job. So I get to pay full price for 3 to 31/2 of the defective windows. The have been in my home 7 times since the first install team showed up and made a mess of my install job.  Window Nation has had inspectors out. Then that inspector  came back to try and fix the job could not. Then they sent out a new  crew to install the window correctly and fix the damage done by the first install tome.  They have tried 2 time to fix the defective window. I am still paying every month on a job that has not been completed correctly or in a timely manner. Now they are saying they will think about compensation when they job is done. How much long will that be? At this point I don't even really want them in my home but do not want to be stuck with window that are defective. I do not feel like they are working with me at all really. Phil the person I was working with said it was sent to The Vice President of Operations and the Regional Director and now its out of his hands. That is the last time I have talked with Window Nation. No one will call me and let me know that they are doing. 
  
  Sincerely,
  
  ****** *********

  Business response

  02/02/2024

  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 did receive the IGU on February 1, 2024, and immediately reached out to the customer and scheduled their final service for February 16, 2024. Once the customer is satisfied that all services are completed, Window Nation will be happy to discuss compensation due to service issues.

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Window Nation has scheduled a service call on16th of February to try for the third time to fix the issue. I have to wait until this is completed and compensation has been offered before I will close this out. 
  Sincerely,
  
  ****** *********

  Business response

  02/12/2024

  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 does have a service date set for February 16, 2024, where we will complete all necessary services, and once the customer is satisfied with everything, Window Nation will be more than happy to discuss any compensation that may be due to our customer for the delays.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:  

  I have attached a photo of the service call made on 16 Feb 2024 showing it was the third attempt at fixing my windows and that not only did they fail to fix the problems they made one window worse. Window Nation has not fixed the problems. They have failed to inform me how they plan to fix the problems, and they have failed to provide any of the compassion that they stated that would provide. 

  ****** ********* 

  
  

  Business response

  02/23/2024

  Window Nation scheduled a service for February 16, 2024, to address the issues the customer was having with their windows. We did send the installation manager along with two technicians. Window Nation started working on adjusting the frames to make sure they were square so the windows would function and seal properly. The customer declined and asked Window Nation to leave his property. Window Nation stands ready to assist our customers when they inform us of a date that will be convenient for them to complete their service.
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Window Nation for a two window (two double hung windows) job where it was clear these windows would be one in each of two separate bedrooms. I received a three window (the two bedroom double hung windows) and an additional living room twin double hung window. The quote for the 2 window project was 2430 and the quote for the 3 window project was 4125. Because these were different windows, presumably the 2 identical windows (the two double hung windows) were approximately ~$1215 each ($2430/2). The additional window (the living room twin double window) is a different type of window (bedroom windows were double hung whereas living room was twin double hung) as such the approximate value would have been $1695 (4125-2430). I contracted for the two bedroom windows (two separate windows in two separate rooms). This was made very clear. This contract was for a rental and my tenant was home at the time. Given that I was not part of the conversation, I do not know if there was confusion as to which windows but what is clear is that I paid for two separate windows (double hung vs twin double hung). The installers ended up installing the twin double hung in the living room NOT the two bedroom double hung windows. I have reached out over the past 6 months to Window Nation but have not received an amicably resolution and will generally not hear back from them for prolonged periods of time. I would prefer not to escalate however they have now charged my 2430 (the contracted price for the two separate windows) but installed the ~1695 valued window and in the location that was unneccessary.

  Business response

  01/24/2024

  Window Nation regrets the frustration surrounding the customer's project. Our goal is to completely satisfy the customers on the first try, so we regret that didn't happen in this case. Window Nation has agreed to compensate the customer $800.00 for the window being installed in the window opening. We appreciate our customers' patience throughout this experience.

*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. ↩