ComplaintsforWindow Nation, LLC

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/4 first day of install Full day work left with a full punch list 12/5 came back arrived at 3pm worked till 5pm Anthony (Install Manager)came out 12/7 and confirmed that more work was needed and took notes to relay to installer 12/11 installers came out 8am did not have needed material so they sat at my dining room table for over 2 hr 5 crew members. Work started after 10 and took lunch around 1 pm addressed some of issues but created more and left the job @ 3pm 12/13 got call from Anthony and described the problems sent photos to his cell was told by Friday he would reach out to schedule new crew to come out 12/18 still have not heard anything 12/24 sent an angry email to corporate 12/26 received a call from Dam ********( plant manager) He came out and I showed the issues. He states he is shocked by Marvins work but acknowledges the issues as incorrect and need to be fixed. 12 windows need to be corrected/of the 20 that I ordered Some of the problems caulk, windows not level. Sloppy trim work, corners not aligned gaps in the trim where wall meets. Scratches to outside units need touch up paint. I have windows that are not straight, gaps between the wall and the windows. Air/drafts around my windows. I have spoken with the VP of installs Joe ********* and the regional install manager Mark *****. I have offered to part ways and pay for a large portion of the job void the warranty as I do not trust them after all the lies amd lack of follow through. That is not good enough Joe ********* exact words were we "will not have a lawyer but lawyers."  Now have to find a contractor to fix all these issues and spend even more money Contract price 19,500.00 Deposit paid 6,435.00 I offered additional 1,565.00 for a total of 8,000.00 since 60%of this job is not correct and I do not trust a warranty or service or customer service.

  Business response

  01/22/2024

  Window Nation regrets the frustration surrounding the customer's project, and we understand their frustration. As a company, our top goal is always to ensure customer satisfaction, so know that we take your concerns seriously. Upon reviewing your case, we'd like to point out that the individuals you have mentioned have been actively working towards a solution. For your recollection, here is a summary of the resolutions that have been presented to you to date: Pay 50% and Part Ways: This option allowed for a mutual agreement to end the service, with Window Nation covering 50% of the cost. In this scenario, any warranty would be voided. However, we see that you declined this proposal, and we respect your right to do so. The other option was for you to obtain two repair quotes from external companies. In this scenario, Window Nation would cover the expenses, and both parties would part ways mutually. This option is also without warranty, as we will be unable to insure another company’s work. Unfortunately, despite our efforts to find a suitable resolution, this option was also declined. We assure you that Window Nation is still committed to resolving this matter and is eager to work towards a solution. Please let us know how you would like to proceed, and we will do our utmost to address your concerns promptly.

  Customer response

  01/23/2024

  
  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.

  
  While Window Nation never presented to me am option to find 2 bids nor did they provide ample time to research and obtain bids before seeking collections. If Window Nation is willing to part ways with a 50/50 split I will agree and make payment due. With the conditions that we finish with the City ** ** ***** in closing out any open permits and a release of lein is provided to me at the time final payment is made.
  Sincerely,
  
  **** ******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Derek *********, a salesperson for Window Nation, came to my home to conduct an estimate on window replacement and provide a quote. He used a series of high pressure tactics, omitted information and told several lies to coerce me into signing a contract same day. When I refused and said I needed more time to consider the purchase he abruptly yanked the estimate quote from me and stormed out of the house. These people are **** ******* and slamming people into bad faith sales. They are to be avoided at all costs.

  Business response

  01/22/2024

  Window Nation regrets that our customer has these feelings toward our business and their experience. Window Nation would like to point out that the customer did schedule this sales call, and they decided not to purchase windows. Window Nation wishes our customers the best and hopes they consider us for any home improvement project they may need.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered 36 windows and 5 doors for a total amount of $68,000. This was due to the salesman stating he grantees that the energy saved will be cost beneficial to our current windows. This service was conducted in December of 2022 with having them to keep coming back to repair their workmanship, non installation and repairs due to wind, still coming through into the living space, and a window being installed without a lock. The beginning of 2023, we had to have plastic installed on our $68,000 windows due to the wind and ice build up inside of our house. One set of workers stated that all new sashes would need to be ordered because of the gap in the windows, instead of that all new locks were ordered. These locks never came, and when we called to check on them we were told that with the last service call, they were installed. One window still doesn’t have a lock, it is still measuring 27-32 degrees coming into our house. It is 2024 and we still have to install plastic on our $68k windows, just to keep our utility bills manageable. When we talked to Window Nation we were told differents of what the salesman stated and that the new more expensive windows will not lower the energy lost through them. This past week, we called the Columbus Ohio location and the lady transferred us to Chicago, where they stated they will have to pass the information along. I have multiple of pictures to verify the temperatures however the system is not allowing them to upload.

  Business response

  01/22/2024

  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 and set a service date for our customer for January 26, 2024, to complete their service issues. We greatly appreciate our customer's patience.

  Customer response

  01/27/2024

  Window Nation sent employees out and replaced the lock mechanisms on all windows. The representative stated that a new door is being ordered and will take time for it to arrive. In the meantime, he caulked around the window in the door and around the other doors and windows. They just came out yesterday so, we will be able to test the windows this upcoming week. It is a shame that it has taken over a year for them to fix our issues but we are happy that the BBB was able to get them out here to correct the $68k job that has been botched. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received an offer in my email for a $50 ****** gift card if I schedule for free estimate appointment. I followed the directions, made the appointment, and confirmed with agent regarding the gift card offer. When I asked about the gift card, the agent confirmed twice that I will get ****** gift card after the free estimate visit. The appointment was delayed as the salesperson got his schedule mixed up. Waited patiently for over 1 hour, the actual appointment lasted almost 2 hours. The appointment was on December 22nd. Still have not received my gift card as promised. I called the office twice already and every time, they keep saying that they have notified the marketing department to send over the gift card but still nothing. Please follow through. This is false advertising.

  Customer response

  01/18/2024

  Resolved. Just received the gift card

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contract date 10-8-23 paid $2001. I made change in contract 10-13-23 removing 1 of 6 windows reducing deposit by $160 which I never received. Due to requirements of my condo association Window Nation chose to not accept the job and they cancelled contract I believe 11-26-23. Sales person Rick Barney called to advise and stated refund would be processed. I did not receive $ and called sales person and was referred to customer service spoke with Christine and was told in accounting. Called finance dept on hold 15 minutes and call disconnected. Called back spoke with Christine asked for manager and was told in meeting and Lakeisha ****** would call me back. No call back It is now 12-27-23. Please help

  Customer response

  01/05/2024

  After submitting my complaint to BBB I called Window Nation again and spoke with Lakeisha ****** branch mgr. She gave no explanation for my refund taking over 1 months to be processed but it finally was refunded to me 12-30-23. I still would like my complaint to be a matter of record against this company for bad business practices to help others who may have similar experiences. I am truly grateful to BBB for your help. Sincerely ****** ***** 

  Business response

  01/08/2024

  Window Nation thanks the customer for their patience; their job was canceled and a refund was processed on December 28, 2023, for $2001.00 and sent directly to the credit card. Window Nation hopes that for any future projects, they will keep us in mind.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Window nation installed new windows in my home on Oct. 30, 2023. I asked the installation team if I could put a larger downpayment on the project to reduce the amount of financing needed. I paid $3,000 more than previously quoted. Unfortunately, they never submitted this information to their third-party financing business. I have been informed that they will be sending me a refund check for the excess $3,000 payment but have yet to receive it. On Nov. 28, 2023 I received an email that they needed to confirm my address, which was responded to on Nov. 29, 2023. I have called multiple times since, unable to contact someone in customer service (they have not returned calls and I just end up waiting on the line until the call ends. Finally on Dec. 11, 2023 I spoke with someone at customer service who said they would have their branch manager contact me within 24-48 hours and their finance department send a tracking number for the refund check. I also emailed customer service on Dec. 13, 2023 and still did not get a reply. I still have not received a call back from branch manager Latavia Vails, nor a tracking number.

  Customer response

  12/20/2023

  Hello-

  Shortly after I filed the complaint yesterday, I received the refund check in the mail. While a very frustrating experience overall with their customer service team's lack of responsiveness, I consider the matter resolved. 

  Thank you,

  Katy *******

  Bureau response

  12/20/2023

  Forrest *******
  Window Nation, LLC 
  **** ***** **** **** *** *** ******* ** *****
  
  
  Dear Forrest *******:
  
  This message is in regard to a complaint submitted to BBB about your business on 12/19/2023 by Kathryn *******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  

  Hello-

  Shortly after I filed the complaint yesterday, I received the refund check in the mail. While a very frustrating experience overall with their customer service team's lack of responsiveness, I consider the matter resolved. 

  Thank you,

  Katy *******

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Window Nation salesman Timothy ********* grossly misrepresented Window Nation's installation procedures as well as the ****** **** Tax Credit we would receive. Tim told us that the installation would be 100% complete and any repairs to the wall would be included outside of tearing down and rebuilding an entire minus painting. Tim's main selling point to us was that we would be eligible to receive a tax credit of $600/year for 10 years resulting in what he told us as a final tax credit of $6000. He told us that the math makes sense if you're planning to stay in the house for the next ten years and we'd benefit from purchasing what he called "The Ferrari of windows" instead of what I asked for. In the beginning we told him we weren't interested in the Cadillac of windows nor the Yugo, we wanted a good middle of the road window that I referred to as the Honda Civic of windows. Tim never quoted us on the middle of the road windows until after he told us that we'd benefit from the 10 year tax credit. The $14,000 we spent minus the $6000 credit would end up netting a total of $8,000 where he said at that time the Civic of windows would be nearly $10,000 so if we don't mind taking a long term tax credit over 10 years then the $14,000 option is best for us so we agreed and put $5,000 down. The windows were installed @ the first week of December, 2023 and right off the bat there were issues. The installers said they don't do any wall repair, only installation so that was a red flag there. Once complete we contact Window Nation about this and they offered to come out after telling us about what they do not do. Some light drywall mudding was done and left rough for us to finish. I asked multiple times through face to face, email and phone about feeling iffy about the warranty and go no response. I found out today that Tim was not truthful about the tax credit and took advantage of us so I feel we're deserved the $5400 difference we will lose. The balance owed is $7K now.

  Business response

  12/19/2023

  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 respectfully disagrees with some of our customers' assertions. Window Nation has no control over the tax credit program, and the windows the customers received were the windows that they chose. Window Nation did some cosmetic work to satisfy the customer, even though our contract states there may be minor damage during the installation of our windows. Window Nation's team will continue to work with our customer in an attempt to resolve this matter.

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Your salesman, Tim *********, sold us these windows and told us that they qualify for a ****** **** tax credit of $600/year for 10 years. His selling point to us was that it would be a better option if we don't mind taking the $6000 credit over the next 10 years annually which makes the windows he was pushing a cheaper option once the tax credit was applied over the windows we were asking about. We were also told we only had until he left that night to approve his estimate otherwise the prices would not be valid the following day and no we were not allowed to sleep on it and call him back. When I brought up to the local sales manager branch, Joey, he said after reviewing the webinar training he understands how Tim could have presented the sale to us in the manner that he did and did not agree with what Tim did so he'd push this up the ladder for review.

  We understand that Window Nation does not give the tax rebate, the government does however Window Nation trains their employees and the ethics/sales tactics used by their salesman is what pushed us to go with a higher priced window option over the window we had requested. So as you can see this is a clear cut bait and switch practice that we were taken advantage of by Window Nation's salesman and also pressured into making a decision based on his blatant false information that evening. Nobody with Window Nation other than Joey ***** has even acknowledged there is a misunderstanding with what Tim ********* was telling us which from what Window Nation is telling us doesn't matter because it's not in writing. Pretty easy for the big company to take advantage of the little guy when their salesman blatantly lies.

  The most fair outcome in our opinion would be for Window Nation to settle the $5600 disputed amount by discounting the window total bill down to what we would have paid for the middle tier window we had asked for from the beginning but bait and switched to what Tim called the Ferrari of windows. We'd be happy to settle this dispute for far less than the $6000 loss in the tax rebate at $3000. If this would be the case we'd pay the balance immediately. This would show good will and acceptance in some form by Window Nation of fault and we'd hope that retraining the sales staff to better understand the ****** **** Tax Credit or not use it as a sales tactic would become a best practice instead of what feels like predatory sales.
  Sincerely,
  
  ***** ********

  Business response

  12/21/2023

  Window Nation understands that the customer may have been frustrated with our sales process, but as pointed out previously, Window Nation does not have anything to do with tax credits. Window Nation will continue to work with our customer to provide them with a suitable solution to their complaint.

  Customer response

  12/26/2023

  
  Complaint: ********
  
  I am partially rejecting the response as I'm hoping to reach a resolution as well. The issue in question here is not the Tax Credit however the sales training where Window Nation has the salesman selling us on a tax credit that doesn't exist then pressuring us into signing the paperwork that night. Tim ********* was specifically trained by a Window Nation webinar to tell customers that the government offers an ****** **** tax credit of $600/year for 10 years which is grossly inaccurate. We purchased these windows on a conversation with Tim solely because of him selling us on the benefit we'd receive from the ten year tax credit that doesn't exist. The long and short of it, we'd have still purchased windows however not the "Ferrari of windows" as Tim called them but the "Honda Civic of windows" I was asking for from the start of the sales pitch. We ONLY agreed on the higher priced window because Tim told us that the windows he pushed qualify for $600/year for 10 years so after receiving the rebate over the 10 years the Ferrari of windows end up costing less than the Honda Civic of windows.

  With that being said we're losing $6000 in bogus tax credits thanks to Window Nation's inaccurate training and/or Tim *********'s lack of ethical sales. We'd gladly settle for half of that in the form of a $3,000 discount to the final total of our balance due and we'll gladly pay it the following day.

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

  Business response

  01/08/2024

  Window Nation apologizes that our customer has had any issues with their project. Window Nation has been in communication with our customer and was able to come up with a compensation of $1600.00 off of their balance for the miscommunication, and this was applied on January 4, 2024. Window Nation appreciates the customer for allowing us to resolve their issue.

  Business response

  01/08/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******* ** *** ***** ** Consumer had windows installed last year and one of her windows won't close. She has been trying to contact the business but she states there phone system makes it hard to speak with an agent. She got a hold of someone when she called the Maryland office and was told someone would get back with her but no one ever called.

  Business response

  12/08/2023

  Window Nation does apologize for the delay in addressing the service needs of our customers, but would also like to add that our customer called in on December 1, 2023. We then called her on December 5, 2023, to schedule a service date, which was December 6, 2023, when all issues were addressed. We greatly appreciate our customer's patience during this time.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had 8 windows and a patio door installed February 2023. Purchased august 2022. My sons window never had a lock installed on the windows. He is 6 years old on the second floor. Our patio door has never shut properly. Our dining room window has never shut and installed or manufactured wrong. We’ve had 4 different people come out and remeasure for screens yet zero were done correctly and we have screens that do not fit our windows. We are now in winter again, and our home improvement to help our heating bill is a waste as the cold drafts continue to flow into our home worse than ever before. I’ve contacted them MANY times with no response to come and fix these problems. Most importantly my sons bedroom window! This is a MASSIVE safety concern. Their response is to come remeasure for screens…. The permit hasn’t been signed off on either. One person from window nation came out and recommended they install new windows for the ones mentioned above. After that recommendation no one has reached out other than one phone call again offering to remeasure for screens. I want my windows fixed. I want my sons room secured and I want working screens. I want money back for this trouble, frustration and constant worry. These people should be out of business.the advertise BBB approved I’ve attached a photo. I’d like to show a video if possible of the malfunctioning door and windows. I’m not sure if I can submit via here. Another red flag was the numerous rescheduling. We agreed in January which was pushed out till February

  Business response

  12/11/2023

  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 has ordered the remakes to complete the customer service needs. Once an ETA has been given, we will update the customer with this information. Window Nation apologizes to our customers for the delay in completing their project and appreciates our customers' patience.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First and foremost we purchased two separate sales from Window Nation in June 2021. A short sale of $3/900 and a big sale for the amount of 19,124, which they just completed the installment process on November 18,2023, which took them over two years sadly. The company owes us $1,450 for a window their installer broke while completing the installation work back in 11/2021. My husband and I have been trying to resolve this issue since without any success. All we get is the ROUND AROUND. It has been nothing but stress and frustration. I recently requested my complaint to be escalated to the escation team on October 17, 2023 due to the unprofessionalism and rudeness of Manager Mathew ******. I have been in contact with Force Willming from the escalation team whom I spoke with on October 19, 2023 and has been playing games with me ever since. On several occasions he has told me that he will contact the Boston team and will return my call and I won't hear from him. I will follow up and he will tell me the same thing again. On several other times I tried following up with him and either he is in meetings or on lunch and doesn't return my call. I last followed up with Force on 11/21 prior to Thanksgiving Holiday and left a second message with Tanisha who assured me that she sent him a message to return my call. Despite the frustration, the nightmare and the lack of unprofessionalism since purchasing from Windows nation, my husband and I have been nothing but patient and professional with them. I need them to fix this issue and refund our money back. Thank you for your time and consideration.

  Business response

  12/04/2023

  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 complete all service as of November 18, 2023, as pointed out by our customer, and has requested $800.00 in compensation for our customer due to these delays. We appreciate our customer's understanding.

  Customer response

  12/05/2023

  
  Complaint: 20929625
  

  I am rejecting this response because:  
  I just wanted to clarify that the $800.00 in compensation to us was not due to the delays. The $800 in compensation was due to the brand-new window the installer broke while performing the installation work. 
  Sincerely,
  
  ****** ******* *********

  Business response

  12/08/2023

  Window Nation appreciates our customer clarifying the reasons behind the complaint but is satisfied that we have addressed the issue with monetary compensation. Window Nation thanks the customer for their patience.

  Customer response

  12/11/2023

  
  Complaint: 20929625
  
  I am rejecting this response because:

  We would appreciate if window nations could let us know when we can expect to receive the final payment. 
  
  Sincerely,
  
  ****** ******* *********

  Customer response

  12/18/2023

  We would appreciate if window nations could let us know when we can expect to receive the final payment for $800.

*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. ↩