ComplaintsforWindow Nation, LLC

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has made false promises and have not completed the job they started in February 2023. They installed a cracked window and they installed windows that opened both ways but only were half screened on one side and these were the bedroom windows for our children. Also they did come out one screened the other half of the window months later with screen that were about 1/4” too small so we were getting a lot of bugs in our house. We are still waiting for the correct size screens no one returns our calls. Also our bedroom window was put together wrong and also allowing bugs in our room. They also charged us before the work was completed so they could warranty the cracked window they first installed.

  Business response

  11/22/2023

  Window Nation apologizes to our customer for any frustration surrounding the 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 is following up with the Vendor regarding the screens and we will update the customer as soon as we have an eta. Once the parts are received in our warehouse, our service department will reach out to schedule service. Window Nation will continue to follow up with the customer once everything has been completed to their satisfaction.

  Customer response

  11/30/2023

  I am happy to have the work finally completed but do not wish to close out this case until it is complete since there track record is terrible I am apprehensive that they will not do as they say. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had 7 windows and 1 door replaced by Window Nation. The first crew they sent out did damage to our property and had to be replaced by a new crew. That crew did not complete the project to town code, so a third crew had to come out to complete the project, as it failed town inspection. We provided pictures and quotes to two different people and we're told they would be cutting us a check for the damages. In the meantime, one of the windows has a bad draft. We have attempted 3 times to get them to fix it and cannot get them to send anyone out. Everytime we call, they tell us they are on it, but it has been months. I don't know what to do to get my house back in order and the damages fixed. Calling, escalating, and even talking to the corporate office has not helped. We tried to not pay them until everything was done, but the finance company released the funds without our approval. Hoping you can help.

  Business response

  11/22/2023

  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 scheduled a service date on November 27, 2023, to address any service issues that the customer has experienced and has sent the customer a check for $2000.00 on November 21, 2023, for damages related to the installation of the windows and door.  Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.

  Customer response

  11/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20886232, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attached
  Click here to Get the File - use the Password: E4A99FC0
  ****************

  Bureau response

  11/07/2023

  Send Complaint to BBB

  Business response

  11/14/2023

  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 speak to our customer on November 14, 2023, and we have scheduled the service date for November 20, 2023, per the customer's request. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution

  Bureau response

  11/17/2023

  Roberta **********
  **** **** ** ** ******** *****  
  
  Dear Roberta **********:
  
  This message is in regard to your complaint submitted on 11/7/2023 against Window Nation, LLC.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Window Nation, LLC. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  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 speak to our customer on November 14, 2023, and we have scheduled the service date for November 20, 2023, per the customer's request. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution

  Bureau response

  11/22/2023

  Kevin *****
  Window Nation, LLC **** ********* ** *** *** ******* ** ***** 
  
  
  Re: ID * ******** * Roberta **********
  
  Dear Kevin *****:
  
  Thank you for your recent response to Roberta **********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  11/22/2023

  Roberta **********
  **** **** ** ** ***** ** *****  
  
  
  Re: ID * ********* Window Nation, LLC
  
  Dear Roberta **********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED WINDOWS FOR MY ENTIRE HOME THROUGH WINDOW NATION AT 55K I PAID 50K WHEN THE JOB WAS MOSTLY COMPLETED AND HELD THE 5K DUE TO REPAIRS A MISSING SCREEN RIPPED SCREENS AND BROKEN PARTS AND TRIM THAT WAS BUBBLED PLASTIC AND FALLING OFF. I ASKED THEM TO REMEDY ALL OF THE ISSUES BEFORE I COMPLETED THE FULL PAYMENT. THIS DRAGGED ON FOR OVER A YEAR OF THEM SENDING TECHNICIANS WHO WERE UNAWARE OF THE PROMISES THEY MADE TO ME. THEY SAID THEY WOULD SEND SOMEONE TO TRIM OUT ALL OF MY INTERIOR WINDOWS WITH WOOD VERSUS PLASTIC THAT ONE TECHNICIAN HAD TAKEN A HEAT GUN TO WHICH MADE IT LOOK EVEN WORSE UNEVEN AND BUBBLING. EACH TIME A TECHNICIAN CAME I LOST TIME OUT OF WORK AND TIME TO EXPLAIN WHAT WAS PROMISED EACH PERSON AGREED WITH ME AROUND BEING FRUSTRATED AND THEY WERE NOT INFORMED OF WHAT WAS PROMISED. THIS HAS BEEN PUSHED OUT OVER A YEAR OR MORE AT THIS POINT. THEY ENDED UP SAYING KEEP THE 5K AND WE WILL REPAIR THE TRIM AND THEN THE MANAGER REFUSED AFTER OTHERS IN THE COMPANY HAD MADE THAT AGREEMENT WITH ME. ULTIMATELY THE LAST CALL CONSISTED OF THE MANAGER SAYING I HAD TO PAY THE 5K OR THE WARRANTY WILL BE VOIDED AND IT WOULD ALSO BE DUE TO COMPLETE THE TRIM AROUND THE WINDOWS. HE SWORE AT ME AND ACCUSED ME OF NOT PAYING MY BILLS AND HUNG UP ON ME. I HAVE ATTEMPTED TO SEND PHOTOS AND ASK TO REMEDY AND THEY HAVE NOT RESPONDED. I AM LEFT WITH MISSING SCREENS, A LARGE LEAKY WINDOW AND TRIM THAT IS FALLING OFF ON 30 OR SO WINDOWS IN MY HOME. THIS IS NOT RIGHT PLEASE HELP.

  Business response

  11/13/2023

  Window Nation appreciates our customer's complaint, which has been sent to our local market in order to be made aware of our customer's frustrations and their desired resolution. Window Nation would respectfully disagree with some of our customers' assertions. Window Nation has tried to work with our customer and did write $5445.00 off of their total balance, which voided their warranty. Window Nation's team will continue to work with our customer in an attempt to resolve this matter, but at this time we are unable to service the customer's concerns without payment. We appreciate our customer's understanding.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 5 windows and a sliding door to be installed. We've had a handful of issues since installation with no response. Multiple emails have been sent and trying to get someone on the phone has been difficult. No one has contacted us about the issues we have. With the amount of money we are paying for everything, I expect a better response. 1. The sliding door is smaller than the original one we had. Our salesman stated everything would be the same, just updated. The installer explained why it was smaller and we were somewhat okay with it until we realized it's installed upside down. The door is not easily closed or opened and there is not a huge drop to the outside which is dangerous to our children. 2. One of the windows was not installed properly due to "installers not having a big enough ladder". We offered to have them use ours, but they said the way they did it wouldn't be different, but it clearly is as it's sitting out further. 3. Another window will not seal all the way which will not let us lock it. I've waited a month for any type of response and have only received spam emails asking to refer Window Nation.

  Business response

  11/03/2023

  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 was able to speak to our customer on October 31, 2023, and set up a service date for November 13, 2023. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.

  Customer response

  11/07/2023

  I have reviewed the response made by the business in reference to complaint ID 20787190, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My original appt with WN was 5/31. I was pushed by my the sales rep to sign order paperwork the same day during the appt, as I was told by said sales rep that the verbally agreed upon price with applied discounts would not be available even one day after the appt. The agreed upon price and approximate timeframe of 12 weeks were the reasons I agreed to the order. A measure tech came out shortly after to measure the windows, and only on the install date of 9/11 was I made aware of the issue that none of my windows were the correct size and none could be properly installed. Both my install team and I started reaching out to various people at WN to get a resolution same day. By 9/16 the finance team had provided a further-discounted offer, and paperwork was to be sent to me to sign approving the replacement order and discount. I have yet to receive or be able to sign this paperwork 6 weeks later. I have requested it 3 times so far. Not only this, but I was assured that the timeframe for a replacement order would be between 4-6 weeks until final installation by multiple people. I have been notified of the third delay to my windows being pushed out to at least 8 weeks not including the time between finishing the manufacturing of the windows and final installation. Winter is quickly approaching with the first snow forecasted for this weekend. Colorado's weather is unpredictable, and due to WN's installation policy of not installing in bad weather, installation of my windows could be pushed out weeks if not months. Furthermore, the way this incident has been mishandled and delayed to nearly twice its original projected timeframe (5 months at this point and 3-4 weeks more at least until completion) displays a clear lack of accountability on WN's end. These failures show I am being taken advantage of and discriminated against as a single female home owner. There has been no services rendered, so all I am looking for is a refund of the $1500 deposit and my order canceled.

  Business response

  10/31/2023

  Window Nation apologizes to our customers for the frustration surrounding the customer's project. Window Nation has agreed to refund the customer the balance they paid and cancel their contract. Window Nation wishes our customers the best and hopes that in the future they consider us for their home improvement needs.

  Business response

  10/31/2023

  The customer will be getting back the amount they paid of $1500.00 and that was processed on October 30, 2023, so they should be receiving it within 7 to 10 business day from that date.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 26, 2023 we agreed to a Purchase for 20 windows & 2 doors and signed a contract, for said agreement. Of note, they do not give you a copy of the contract. We are promoted to sign the salesman’s tablet in several places, making it extremely awkward. If you were to try to read it . Later in the day the SIGNED contract is sent via email. The next day, after reading the contract and terms, such as “…they can charge you more money, for any reason during the install”, which of course the salesman failed to mention. We became very uneasy over that statement, the exorbitant price for cellar doors. Also of note, the salesman price changed four times, with the final price less than half of the first price! With these concerns in mind, we decided to cancel the contract which per their protocol, we sent a telegram which cost us $126.00! {telegrams in 2023!, Completely sleazy- buyer beware}. We also sent them a registered letter, to cover ourselves, as our trust if this company completely plummeted. Both these means were well within their time if less than three days to cancel. - § —- Despite receiving our cancellation they went ahead and deposited the check cleared my bank 3 days later. As of today, it has been 24 days and we have not received our refund! They shouldn’t have cashed the check as we had canceled within the legal time frame! It does not take more than three weeks to send a check back by mail! And, as our check cleared our bank they could have deposited it immediately back to our account, (with a dozen ways to transfer money!) We have sent emails and have called the number for the department that handles refunds and are now getting the runaround. They were advised we would report them to the Better Business Bureau and to the attorney generals office of Massachusetts. Thank You. Going forward, we will warn people of every pitfall of doing business with window nation.

  Business response

  10/27/2023

  Window Nation apologizes to our customers for any frustration they have experienced. The customer refund was processed on October 9, 2023, and mailed out on October 19, 2023. We wish them the best of luck on their future home purchases.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, We purchased windows from WN. Mr. Derek H. was the WN rep with whom we worked. We discussed the job and a contract was written. The contract did not specify correctly what we agreed to verbally. I signed the contract without noticing that it varied from our what we agreed on verbally. We agreed that the bathroom windows were to be frosted. The contract specified erroneously that the bathroom windows were to be tempered clear glass. At the time of installation I complained to Mr. Derek H. that the windows were not appropriate for a washroom. He apologized for the misunderstanding an offered to exchange the tempered clear windows with tempered frosted glass windows. He offered to ask his supervisor to switch them out. They said that it was a misunderstanding and wanted to help. After several calls they offered to switch them out for an installation fee. The window frames have already been installed and switching them out does not require an installation as these windows can be removed and placed back without the use of any tools. Sincerely your, ****** *****

  Business response

  10/16/2023

  Window Nation apologizes for the delay and miscommunication that have led to our customer complaint. We spoke to our customer on October 11, 2023, and ordered the correct sash on October 16, 2023, and have requested a rush order. Once an ETA becomes available, we will update our customers immediately.  Window Nation appreciates the customer for allowing us to resolve their issue.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sales order # ******* from Window Nation On April 12 2023 we ordered 3 windows from Window Nation in the amount of $5,007.00 They came out on June 6th 2023 with our new windows but could not install them because The windows were damaged and the size was not correct. They reordered new ones. #2) They came out again with another set of windows Aug 2 2023 upon inspection the windows were scratched in the windows they had to order another set. #3) Today Oct 2 2023 Window Nation came out with another set of windows only to find out they were not measured correctly they have to order new ones. We are waiting for set # 4. I would like a refund from window nation $5,007.00 obviously they can do this correctly, I have given them plenty of chances. I will go to another window company once the new windows are installed I would be happy to give them the damaged windows back. Window nation is notorious for not returning calls. Please window nation this is very stressful! something is just not right here. ****** *** ******* ******* **** * ****** *** ********* ** *****  ###-###-####

  Business response

  10/06/2023

  Window Nation regrets the frustration surrounding the completion of the customer windows. Window Nation has been in communication with our customers, and they have agreed to allow us the opportunity to do a remeasure of all of the windows, which we did on October 6, 2023. Window Nation will do everything we can to have this order rushed and provide an ETA to the customer once it is obtained. Once received, Window Nation will schedule an appointment with the customer at a time that is convenient for them to complete their project. We greatly appreciate our customer's patience.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 16, 2023 a salesman was sent out to my home with a window sales pitch. Long story short, I decided to go with the offer and provide a $1,800 down-payment because time is of the essence and I felt I would not get a "good" deal again. Well, 2 days after I decided to cancel and asked for a refund as per their policy. With multiple emails and phone calls I'm yet to receive my money and every week I call they tell me they r working on it. It's now Sept. 30, 2023 and I have not received my refund. I'm sorry I ever invited Window Nation into my home. They have failed to provide my refund as promised. I want my money. Whenever someone is telling you the deal will only go for today or now, run! Be careful of "urgent" sales pitch. It's only a sales tactic.

  Business response

  10/05/2023

  Window Nation apologizes to our customer for the lengthy delay in resolving their concerns. Window Nation has mailed their refund with a tracking number of ************. We appreciate our customers patience while resolving this issue.

*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. ↩