ComplaintsforWindow Nation, LLC
Window and Door Installation
Multi Location Business
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchase new windows through them three years ago, and there has been an ongoing leak in our front window for over six months. They came out and inspected We purchased new windows through them three years ago and there has been an ongoing leak in our front window for over six months. They came out and inspected the window after calling multiple times. The guy who inspected it, said that they would reach out to us in a week. It has now been four months later and nobody has reached out. We have called multiple times and left multiple messages with no response. When we call back and we get hung up on and the issue is still not resolved. we need the issue to be resolved and a refund for this inconvenience. As far as we know, there could be mold, starting to grow because of the moisture entering the home.Business response
09/28/2023
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 reach out to our customer on September 26, 2023, and has set up a service date for them of October 4, 2023, and will continue to follow up until every issue has been addressed to the customer's satisfaction.Initial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought Window Nation windows that were installed less than a year ago. When the rain hits the front of the house, the windows fill with water. If it rains hard enough or long enough water seeps into the house. I called window nation customer care in July and never heard back from the repair team. I have been calling for 3 days and supposedly the service team is aware of the issue, just ignoring me, I guess. I even reached out to the salesperson by email and got no reply. I was told today I need to give them 48 hours to respond. That time frame was up days ago. The young lady I spoke to today told me the Chicago office closes at 4:00. It was 3:54 when I called. She said they were closed. I demanded to speak to someone who could help. She put me on hold and a few minutes later I get a recording saying, sorry our office is currently closed.Business response
09/27/2023
Window Nation apologizes for the miscommunication in setting up a service for our customer. Once Window Nation was notified that a service was needed, we scheduled our customers to address any issues that they were having with their windows on September 29, 2023, and will continue to follow up with the customer to ensure that they are completely satisfied.Customer response
10/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20637328, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have Window Nation windows and one window is faulty. I called Window nation for a replacement as they are covered under warranty. In April 2023 a man from window nation came to my home took pictures and measured windows. In June I was told the window was ordered. Since that time I have not heard anything from Window Nation. I have called and e mailed five times and no one will respond. All I want to know is if they have my window and when will it be installed. I can't believe they won't respond.Business response
09/20/2023
Window Nation apologizes to our customers for any frustration they have experienced with their remakes. Window Nation had not heard from the customer since June 6, 2023, and was not aware they still needed the remake and that the project was closed. Window Nation has reopened their project and will provide the customer with an ETA as soon as we have it. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.Customer response
09/21/2023
I understand that Window Nation closed my case and is now going to reopen it and make a window.
On June 6th Tyneisha *** contacted us and advised the parts were ordered and she would re-contact us when the window came in for an installation date.
Since we never heard from her and the telephone number of ************ **** for window nation no one answered we started sending e mails and got no response.
I would like to keep this case open as I think it would be in my best interest since there seems to be miscommunications.
Customer response
09/25/2023
Complaint: ********
I am rejecting this response because:I understand that Window Nation closed my case and is now going to reopen it and make a window.
On June 6th Tyneisha *** contacted us and advised the parts were ordered and she would re-contact us when the window came in for an installation date.
Since we never heard from her and the telephone number of ************ **** for window nation no one answered we started sending emails and got no response.
I would like to keep this case open as I think it would be in my best interest since there seems to be miscommunications.
Sincerely,
****** ********Business response
09/27/2023
Window Nation apologizes for any miscommunication that may have happened. As pointed out previously, we were not aware of the service still being needed. Window Nation will continue to update our customers with an ETA as soon as one is available. Window Nation greatly appreciates our customers' patience and looks forward to bringing them a complete resolution.Customer response
09/28/2023
I think it is my best interest to keep this open until the window is installedCustomer response
10/03/2023
I responder to 2 e mails from you that said they contacted me and are making a new window but it is in my best interest that that I wait until they say they have the window to install. So you made this up to close the case even after 2 times i said I wanted to wait. You are no better then the rest of the consumer services.
You just want to close your files. I will be sure to let people know about this. I will go to the dept of labor. Then your board of directors
Initial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April of 2023 we had 5 windows replaced hack work ruined our windows damaged frame and will not respond or resolve the issue the trim is the wrong color. And Mike ****** will not respond soo. They leave few optionsBureau response
08/29/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/28/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Scott ****************** ******* ** *****Daytime Phone: ###-###-####
E-mail: ***********************The details of this matter are as follows:Complaint Involves:
Service IssuesCustomer’s Statement of the Problem:
April of 2023 we had 5 windows replaced hack work ruined our windows damaged frame and will not respond or resolve the issue the trim is the wrong color. And Mike ****** will not respond soo. They leave few options
Desired Settlement:
Finish the Job
Bureau response
08/29/2023
Scott *******
*********** ******* *** *****
Dear Scott *******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/28/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
09/05/2023
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. We do have a service date set for September 19, 2023, and 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.Bureau response
09/05/2023
Scott *******
*********** ********* *****
Dear Scott *******:
This message is in regard to your complaint submitted on 8/28/2023 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. We do have a service date set for September 19, 2023, and 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.Bureau response
09/10/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** * Scott *******
Dear Kevin *****:
Thank you for your recent response to Scott *******. 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
09/10/2023
Scott *******
*********** ****** ** *****
Re: ID * ********* Window Nation, LLC
Dear Scott *******,
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: ###-###-####Customer response
09/19/2023
The. Ompany has not resolved the problems as promised shall I start a new complaintBureau response
09/19/2023
Scott *******
*********** ******* *** *****
Dear Scott *******:
BBB is in receipt of your additional information. Please be advised that a new complaint is not needed. It is the policy of BBB to immediately close duplicate complaints. We will reopen your complaint and reach out to the business. Once we've heard back from the business, you'll be informed in writing.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Customer response
09/19/2023
Complaint: ********
I am rejecting this response because: The Company has not resolved the problems as promised, shall I start a new complaint
Sincerely,
Scott *******Bureau response
09/19/2023
Kevin *****
Window Nation, LLC**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
This message is in regard to a complaint submitted to the BBB about your business on 8/28/2023 by Scott *******. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?
We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
How do I see the new information?
If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.What should I include in my response to the consumers rebuttal?
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
MESSAGE FROM CONSUMER:
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Complaint: ********
I am rejecting this response because: The Company has not resolved the problems as promised
Sincerely,
Scott *******Bureau response
09/19/2023
Kevin *****
Window Nation, LLC**** ********* ** *** *** ******** ** *****
Dear Kevin *****:
This message is in regard to a complaint submitted to the BBB about your business on 8/28/2023 by Scott *******. This complaint was assigned ID *********
BBB has received further correspondence from the consumer about this complaint. We understand you have devoted valuable time to this issue and appreciate your previous response, however your consumer did not agree with your response. Please take a moment to review and respond to your customers concerns within 5 calendar days.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
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: **************If we do not hear from you we will close the complaint as unresolved which may have a negative impact on your BBB rating.
We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
MESSAGE FROM CONSUMER:
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
BBB Note: Our office spoke with Mr. Koustik today @ 3:59 pm. Mr. Koustik advised that a tech did come out today to inspect the windows. Mr. Koustik advised that the tech advised that the widows are not the right windows for the structure of his home.Bureau response
09/22/2023
Scott *******
*********** ******* *** *****
Dear Scott *******:
This message is in regard to your complaint submitted on 8/28/2023 against Window Nation, LLC. Your complaint was assigned ID *********
While BBB appreciates the effort put forth to reach a voluntary resolution on this case, the complaint remains at a standstill.Unresolved issues can result in a loss of customer goodwill. In an effort to maintain that goodwill and provide an alternative to court, the BBB offers formal mediation.The mediation process provides for an impartial third-party mediator to facilitate a discussion between both parties so they may reach a mutually agreed upon resolution.In order to proceed, both parties will need to agree to formal mediation. I am available to answer any questions you may have.The fee for mediation is $125.00, payable via credit card.
If you would like to Accept the offer to mediate, please inform me within (5) five calendar days, failure to respond will constitute a rejection of this offer.
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: ###-###-####Business response
09/28/2023
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********. Our team is currently working with our customer toward a resolution and is being allowed the opportunity attempt to rectify any mistakes. At this time, we do not believe mediation services are necessary.
Thank you.
Business response
10/11/2023
Window Nation has come up with a plan for the one window in question: to install a new primed and painted 1/4" lattice over the existing extension jambs and install a new 3 1/4" casing around the openings to cover the existing opening. The customer's expectation was that he was going to get new buck frames, but they were not sold that way. Window Nation will continue to address all of our customers needs until they are fully satisfied.Bureau response
10/11/2023
Scott *******
*********** ********* *****
Dear Scott *******:
This message is in regard to your complaint submitted on 8/28/2023 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 has come up with a plan for the one window in question: to install a new primed and painted 1/4" lattice over the existing extension jambs and install a new 3 1/4" casing around the openings to cover the existing opening. The customer's expectation was that he was going to get new buck frames, but they were not sold that way. Window Nation will continue to address all of our customers needs until they are fully satisfied.Bureau response
10/16/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Scott *******
Dear Kevin *****:
Thank you for your recent response to Scott *******. 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
10/16/2023
Scott *******
*********** ****** ** *****
Re: ID * ********- Window Nation, LLC
Dear Scott *******,
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
08/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had window nation install 17 windows right before Covid . The sales rep made a mistake and put down 16 . When they came to install they quickly realized same and the site manager had me speak with the contractor directly who in turn asked if they could go ahead and install the 16 there and then , and he would have the missing one to us in a few days . I agreed but that never happened. At first they said they had supply chain issues and due to Covid we gave them the benefit of the doubt . Months went by - I could not use the room with the missing window and had to move my 80-year-old husband who has 1.40 of a right lung left to the front room which is warmer. I spoke with window nations install dept several times and they assured us they would call us when it came in . Then came billing, from their finance department. We explained that the job was incomplete and are still waiting on the install . They said they’d contact the contractor directly . Still no date given for delivery of the remaining window but they wanted the commencement of payment of the balance . The finance department started harassing us for payment, my husband advised to not continue- we already had put down almost half up front . Each time a different rep from the finance dept calls and send emails weekly . I explain over and over but they say it’s not their business as they are just the financing company and they have paid the contractor at window nation already . Window nation has ignored our requests to have the job finished . They don’t deny or refuse they owe the missing window as it’s in their records but they don’t set up a delivery. They keep telling us someone will be in touch with us for the final installation . Crickets . Window Nations financing department harasses us every few days telling us our credit will be destroyed and my blemish free credit has already took a huge hit . My husband is elderly and infirm and I am his sole caregiver. It’s taking a huge toll on our healthBureau response
08/26/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/24/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Eileen ************* ******** *** ********** ** *****Daytime Phone: ###-###-####
E-mail: *****************************The details of this matter are as follows:Complaint Involves:
Service IssuesCustomer’s Statement of the Problem:
We had window nation install 17 windows right before Covid . The sales rep made a mistake and put down 16 . When they came to install they quickly realized same and the site manager had me speak with the contractor directly who in turn asked if they could go ahead and install the 16 there and then , and he would have the missing one to us in a few days . I agreed but that never happened. At first they said they had supply chain issues and due to Covid we gave them the benefit of the doubt . Months went by - I could not use the room with the missing window and had to move my 80 year old husband who has 1.40 of a right lung left to the front room which is warmer. I spoke with window nations install dept several times and they assured us they would call us when it came in . Then came billing , from their finance department. We explained that the job was incomplete and are still waiting on the install . They said they’d contact the contractor directly . Still no date given for delivery of the remaining window but they wanted the commencement of payment of the balance . The finance department started harassing us for payment, my husband advised to not continue- we already had put down almost half up front . Each time a different rep from the finance dept calls and send emails weekly . I explain over and over but they say it’s not their business as they are just the financing company and they have paid the contractor at window nation already . Window nation has ignored our requests to have the job finished . They don’t deny or refuse they owe the missing window as it’s in their records but they don’t set up a delivery. They keep telling us someone will be in touch with us for the final installation . Crickets . Window Nations financing department harasses us every few days telling us our credit will be destroyed and my blemish free credit has already took a huge hit . My husband is elderly and infirm and I am his sole caregiver. It’s taking a huge toll on our health
Desired Settlement:
Finish the Job
Bureau response
08/26/2023
Eileen **********
*** ******** *** ********** *** *****
Dear Eileen **********:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/24/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
08/31/2023
Window Nation apologizes to our customer for any frustration they've experienced during the purchase of the windows, but as the customer said, they did sign for 16 windows, not 17. Please see the attachment. We spoke to the customer on August 28, 2023, and did let them know that we would have sales reach out to them to add one more window to their project. Window Nation appreciates that our customer has given us an opportunity to address their concern.Bureau response
09/05/2023
Eileen **********
*** ******** *** ************ *****
Dear Eileen **********:
This message is in regard to your complaint submitted on 8/24/2023 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 they've experienced during the purchase of the windows, but as the customer said, they did sign for 16 windows, not 17. Please see the attachment. We spoke to the customer on August 28, 2023, and did let them know that we would have sales reach out to them to add one more window to their project. Window Nation appreciates that our customer has given us an opportunity to address their concern.Customer response
09/05/2023
With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .Customer response
09/05/2023
Complaint: ********
I am rejecting this response because:With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .
Sincerely,
Eileen **********Bureau response
09/06/2023
Kevin *****
Window Nation, LLC**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
This message is in regard to a complaint submitted to the BBB about your business on 8/24/2023 by Eileen **********. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?
We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
How do I see the new information?
If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.What should I include in my response to the consumers rebuttal?
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
MESSAGE FROM CONSUMER:
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Complaint* ********
I am rejecting this response because:With Ref to their response, especially to the part “ as the customer said…. “.
This was the work order/ contract that was sent via Docusign from the sales rep a few mins after he sold us the windows. We had said we wanted “ all “ replaced and he had given us the quote based on “all “ . He had calculated 16 was needed. This included smaller windows in basement and galley kitchen for the 16k price . All windows were not the same size so he told us that was taken into account in the total price. We trusted his calculations that whatever number “for charging purposes” he calculated- that would constitute “All”. He does not dispute he missed one and tried to get the company to honor same since . The day the install crew came , after replacing one or two , the lead guy noticed they were one short . All work was halted for a few minutes and he put me on the phone to his manager back at window nation. He urged me to go ahead with the installation and he would have the missing one installed within the next week. That evening , the site manager asked me to sign a receipt/ document for the work they’d done so far . I wrote at the bottom that it was incomplete, pending final installation of last window . He took it with him. We spoke several times to them ( WN) and they said as soon as they got the remaining one in they’d do so . We understood the supply chain issues during the pandemic and took them at their word that once it was possible they would set up a date to do so . There was never a dispute that there had been a miscalculation , and whenever we checked in on a possible delivery date , the personnel had the notes in front of them and knew we were waiting on the final window’s arrival and installation. All through that winter we could not use that room but we worked around that . It was an unprecedented event the pandemic and we understood the supply chain was haywire and we never for a minute doubted their word . Then we started to get billing notifications and we called and informed their finance company we are still waiting on the final window . They said ok , but continued weekly emails anyhow. Each time a new email from someone new . A guy by the name of Victor said he’d kick it “ upstairs “. But still no response or resolution. Victor said we were only “ hurting our own credit by not paying “. My husband, an attorney did not think it appropriate to continue payment, we already paid almost half up front until they delivered the final window . Victor said Window Nation already had their money so it wasn’t a big incentive for them at this stage to comply with any “ promises “ that was made during Covid . I spoke with Victor a few times as he’d said it had been “kicked upstairs” but we should still pay the remaining as our credit would suffer . My husband argued what was the incentive for them to honor anything if we paid . We already had paid 7k upfront . WN again intimated they spoke to me “ recently “ . They have not . They did not set up a date for an install. They make it sound like they are “ adding “ to the partially completed order .
That is not so , they had promised to make good on their original incomplete order but has not done so . They have got paid from a third party already for the work so to hell with what they promised during the pandemic. The service finance company is saying they are not part of WN . So what to do - we feel we are caught in the middle of this drama . We just want to get the remaining window as promised , very clear from that particular response from them they are backpedaling on their word big time . We just want them to honor their word .
Sincerely,
Eileen **********Business response
09/08/2023
Window Nation regrets any miscommunications that may have happened during the sale of the customer's new windows. Window Nation is currently working with our sales team, and we look forward to making things right for our customers. Window Nation greatly appreciates our customer's patience and looks forward to bringing them a complete resolution.Bureau response
09/11/2023
Kevin *****
Window Nation, LLC**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
This message is regarding complaint ID ******** filed on 8/24/2023.
Below are some points that BBB needs clarification on before moving forward.
***BBB Note: Please advise ETA and steps being taken to resolve the consumer's issue.***
Please provide written clarification within 5 business days.
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: **************Once your correspondence has been received, BBB will continue the conciliation process.
Thank you for your prompt reply.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
09/15/2023
The Window Nation sales department is looking into the best way to accommodate the customer with the last window needed for them. Once that has been established, we will reach out to the customer to provide them with a quote that we hope will work financially for them.Bureau response
09/15/2023
Eileen **********
*** ******** *** ************ *****
Dear Eileen **********:
This message is in regard to your complaint submitted on 8/24/2023 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:
The Window Nation sales department is looking into the best way to accommodate the customer with the last window needed for them. Once that has been established, we will reach out to the customer to provide them with a quote that we hope will work financially for them.Bureau response
09/20/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** * Eileen **********
Dear Kevin *****:
Thank you for your recent response to Eileen **********. 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
09/20/2023
Eileen **********
*** ******** *** ********* ** *****
Re: ID * ********* Window Nation, LLC
Dear Eileen **********,
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: ###-###-####Customer response
09/21/2023
Please find attached the attached form which i stated that we were still awaiting the instillation of the missing window. I found this in my paperwork just recently and had not originally submitted it with the complaint . It is clear in this paperwork we are of the understanding that the other window will be installed as per the company's promise. Window nation has not done anything to resolve getting the missing window installed since you have intervened. They have not discussed or made an arrangement on an installation date with us. The only person that intervened on our behalf was the actual sales rep that sold us the windows. He reached out and was shocked that they had still not made good on installing it like they said they would do. He said he would speak with them and further clarify with them that he had miscalculated the number of windows that was needed and that we had paid the deposit and signed the contract with the understanding that the amount included "All". As explained some windows were smaller than others in the basement and we signed the contract with the understanding that the amount charged was for the complete job to replace all . Whether he was charging for 16 or 17 for the sake of calculations did not matter as all were not the same size .
So I do not understand how you could mark this as being sufficently resolved unless you mean that they responded to you. We have not heard from them since they announced that it was being escalated and their upper management would reach out to us about getting the final one installed . That has did not happened.
What we got was a letter calling the "entire financing "amount due instead . No communication has been received other than this from the company since your intervention. We appreciate you review of this - but there has been no communication directly from the company on a resolution or attempt thereof
Initial Complaint
08/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had 39 windows installed in our home. A majority of the windows required adjustment once they left because they didn't lock. A majority of the windows installed didn't lock. When the customer service rep came to fix the issue, he spent a lot of time telling us how to do it ourselves. We don't want to do it ourselves. We paid 46 thousand dollars for windows that don't lock. The customer service rep told us we have to push this and pull that and do some acrobatics to get them to lock? WHAT? You can't be serious right? We want the windows fixed to lock and adjusted so that they move easily or we want our money refunded.Bureau response
08/24/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 8/23/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: 20###-###-####7What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Shar ********* ********* *** ****** ** *****Daytime Phone: ###-###-####
E-mail* *******************The details of this matter are as follows:Complaint Involves:
Service IssuesCustomer’s Statement of the Problem:
We had 39 windows installed in our home. A majority of the windows required adjustment once they left because they didn't lock. A majority of the windows installed didn't lock. When the customer service rep came to fix the issue, he spent a lot of time telling us how to do it ourselves. We don't want to do it ourselves. We paid 46 thousand dollars for windows that don't lock. The customer service rep told us we have to push this and pull that and do some acrobatics to get them to lock? WHAT? You can't be serious right? We want the windows fixed to lock and adjusted so that they move easily or we want our money refunded.
Desired Settlement:
Other (requires explanation)
We want our windows adjusted to work the way they were advertised or we want a billing adjustment so we can pay someone competent to fix them.
Bureau response
08/24/2023
Shar ******
*** ********* *** ****** *** *****
Dear Shar ******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/23/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
08/28/2023
Window Nation apologizes that our customer has had any issues with their project. Window Nation did speak to our customer on August 24, 2023, and has set a service date for them on September 1, 2023, to address any issues they are having with their windows. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.Bureau response
08/29/2023
Shar ******
*** ********* *** ******** *****
Dear Shar ******:
This message is in regard to your complaint submitted on 8/23/2023 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: 20###-###-####1Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
Window Nation apologizes that our customer has had any issues with their project. Window Nation did speak to our customer on August 24, 2023, and has set a service date for them on September 1, 2023, to address any issues they are having with their windows. We will continue to follow up with the customer to ensure that they are completely satisfied with the finished product.Bureau response
09/03/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Shar ******
Dear Kevin *****:
Thank you for your recent response to Shar ******. 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
09/03/2023
Shar ******
*** ********* *** ***** ** *****
Re: ID * ********- Window Nation, LLC
Dear Shar ******,
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
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid cash for windows that don't operate properly. The installation was very poor. A representataive from window nation came out and agreed that the installation was poorly done. He said that a supervisor would be out to take a look. The supervisor also agree that at least 3 of the windows needed to be replaced. I paid as i was requested to do. I have had issues with my windows since purchasing the windows and well after the installation I have received nothing but excuses and empty promises. This is the worst service from a business that I have ever received. To add injury to insult, they are trying to state that I have an outstanding balance. I was credited $900 for the issues that I was having. This company is definitely not reputable and doesn't stand by their work on the windows. I want what was paid for. Windows that open, close and lock. I want Window Nation to come out and replace the windows with windows that fit and isullation around all the windows that were installed.Bureau response
07/31/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/31/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Tojujana ********** * ******** ****** ************* ** *****Daytime Phone: ###-###-####
E-mail: ****************The details of this matter are as follows:Complaint Involves:
Repair IssuesCustomer’s Statement of the Problem:
I paid cash for windows that don't operate properly. The installation was very poor. A representataive from window nation came out and agreed that the installation was poorly done. He said that a supervisor would be out to take a look. The supervisor also agree that at least 3 of the windows needed to be replaced. I paid as i was requested to do. I have had issues with my windows since purchasing the windows and well after the installation I have received nothing but excuses and empty promises. This is the worst service from a business that I have ever received. To add injury to insult, they are trying to state that I have an outstanding balance. I was credited $900 for the issues that I was having. This company is definitely not reputable and doesn't stand by their work on the windows. I want what was paid for. Windows that open, close and lock. I want Window Nation to come out and replace the windows with windows that fit and isullation around all the windows that were installed.
Desired Settlement:
Repair
Bureau response
07/31/2023
Tojujana ******
**** * ******** ****** ************* *** *****
Dear Tojujana ******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/31/2023 against Window Nation, LLC. Your complaint was assigned ID ********.
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
08/01/2023
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 completed the installation of the customer's windows on August 11, 2022. Window Nation did an assessment on the customer windows on February 18, 2023, and it was determined there is nothing wrong physically or mechanically; they operate as they should. On February 28, 2023, the balance of $914.00 was written off, voiding the customer warranty. Window Nation is prepared to address any issues the customer is currently experiencing, but has pointed out to them that the balance needs to be paid first before we will be able to service their project.Bureau response
08/01/2023
Tojujana ******
**** * ******** ****** *************** *****
Dear Tojujana ******:
This message is in regard to your complaint submitted on 7/31/2023 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 regrets that our customer has these feelings toward our business and their experience. Our goal is 100% satisfaction for every customer. Window Nation completed the installation of the customer's windows on August 11, 2022. Window Nation did an assessment on the customer windows on February 18, 2023, and it was determined there is nothing wrong physically or mechanically; they operate as they should. On February 28, 2023, the balance of $914.00 was written off, voiding the customer warranty. Window Nation is prepared to address any issues the customer is currently experiencing but has pointed out to them that the balance needs to be paid first before we will be able to service their project.Bureau response
08/06/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Tojujana ******
Dear Kevin *****:
Thank you for your recent response to Tojujana ******. 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
08/06/2023
Tojujana ******
**** * ******** ****** ************ ** *****
Re: ID * ********* Window Nation, LLC
Dear Tojujana ******,
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
07/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I put a deposit down of $1,300 and the final measurement had not been done yet had to cancel due to family matters and they don't want to give me my deposit back once again no final management have been taken and not in the manufacturing stage it has been 7 days after the initial after the initial representative came by for the first timeBureau response
07/28/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/27/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Stephanie ********** ************ *** ************* ** *****Daytime Phone: ###-###-####
E-mail: ***************************The details of this matter are as follows:Complaint Involves:
Refund Or Exchange IssuesCustomer’s Statement of the Problem:
I put a deposit down of $1,300 and the final measurement had not been done yet had to cancel due to family matters and they don't want to give me my deposit back once again no final management have been taken and not in the manufacturing stage it has been 7 days after the initial after the initial representative came by for the first time
Desired Settlement:
Refund
Bureau response
07/28/2023
Stephanie ******
**** ************ *** ************* *** *****
Dear Stephanie ******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/27/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
07/31/2023
Window Nation is saddened to hear that our customer no longer desired to purchase windows with our company. During our sales demonstration, our Design Consultant reviewed the contract with our customer, at which point the customer was shown the final day to rescind the contract without penalty. Since our customer did not cancel their contract within the rescission period, a penalty was charged to the customer. This is stated in Section 10 of the Terms & Conditions of the contract. Window Nation still remains open to completing the project for our customer, should they be willing to proceed, however at this time the deposit will not be returned due to the aforementioned late cancellation. Window Nation will continue to work with our customer to attempt to reach a satisfactory agreement.Bureau response
08/01/2023
Stephanie ******
**** ************ *** *************** *****
Dear Stephanie ******:
This message is in regard to your complaint submitted on 7/27/2023 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 is saddened to hear that our customer no longer desired to purchase windows with our company. During our sales demonstration, our Design Consultant reviewed the contract with our customer, at which point the customer was shown the final day to rescind the contract without penalty. Since our customer did not cancel their contract within the rescission period, a penalty was charged to the customer. This is stated in Section 10 of the Terms & Conditions of the contract. Window Nation still remains open to completing the project for our customer, should they be willing to proceed, however at this time the deposit will not be returned due to the aforementioned late cancellation. Window Nation will continue to work with our customer to attempt to reach a satisfactory agreement.Bureau response
08/06/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Stephanie ******
Dear Kevin *****:
Thank you for your recent response to Stephanie ******. 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
08/06/2023
Stephanie ******
**** ************ *** ************ ** *****
Re: ID * ********* Window Nation, LLC
Dear Stephanie ******,
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
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paperwork for french door installation was signed March 14, 2022 Amount paid to Window Nation thus far: $4,222.00 Balance due to Window Nation: $2510.00 When Window Nation installed french doors, they installed with silver-toned hinges. The contract/spec sheet specified that all hardware be shiny brass. We paid window Nation $4222.00 the day of installation and agreed that we would pay the balance once the hinges were replaced to include brass hinges. The installer agreed and said that he would probably be out the following week to replace the hinges. After repeated calls to and email correspondence with Window Nation the hinges have not been replaced. We are happy to pay balance once hinges are replaced with brass colored hardware. Window Nation is now threatening legal action unless we pay the balance and have indicated that they will not replace the silver-toned hinges with the brass hardware as per the spec sheet (see attached).Bureau response
07/20/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/19/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Danette *********** ********** ****** ******** ** *****Daytime Phone: ###-###-####
E-mail: ************************The details of this matter are as follows:Complaint Involves:
Service IssuesCustomer’s Statement of the Problem:
Paperwork for french door installation was signed March 14, 2022 Amount paid to Window Nation thus far: $4,222.00 Balance due to Window Nation: $2510.00 When Window Nation installed french doors, they installed with silver-toned hinges. The contract/spec sheet specified that all hardware be shiny brass. We paid window Nation $4222.00 the day of installation and agreed that we would pay the balance once the hinges were replaced to include brass hinges. The installer agreed and said that he would probably be out the following week to replace the hinges. After repeated calls to and email correspondence with Window Nation the hinges have not been replaced. We are happy to pay balance once hinges are replaced with brass colored hardware. Window Nation is now threatening legal action unless we pay the balance and have indicated that they will not replace the silver-toned hinges with the brass hardware as per the spec sheet (see attached).
Desired Settlement:
Other (requires explanation)
Finish the job; Finish the job
Bureau response
07/20/2023
Danette ********
*** ********** ****** ******** *** *****
Dear Danette ********:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/19/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
07/26/2023
Window Nation regrets the frustration surrounding the customer's project. Window Nation was able to speak to our customer on July 21, 2023, and has agreed to replace the hinges and placed an order for them on July 24, 2023. Window Nation will update the customer with an ETA as soon as we receive one. Window Nation appreciates our customers patience as we work on resolving this issue.Bureau response
07/26/2023
Danette ********
*** ********** ****** ********** *****
Dear Danette ********:
This message is in regard to your complaint submitted on 7/19/2023 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 regrets the frustration surrounding the customer's project. Window Nation was able to speak to our customer on July 21, 2023, and has agreed to replace the hinges and placed an order for them on July 24, 2023. Window Nation will update the customer with an ETA as soon as we receive one. Window Nation appreciates our customers patience as we work on resolving this issue.Bureau response
07/31/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Danette ********
Dear Kevin *****:
Thank you for your recent response to Danette ********. 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
07/31/2023
Danette ********
*** ********** ****** ******* ** *****
Re: ID * ********* Window Nation, LLC
Dear Danette ********,
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
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our windows were installed on 6/22/2023. Our original date was about a week and a half prior to that. The company reached out to us the night before to reschedule. They stated there was a family emergency. We understood things happen and rescheduled. The contract was for all new windows throughout the entire house and we changed out our bay window for a large picture window. When I arrived home, the first thing I noticed was not the beautiful picture window. It was the destruction of our garden. I can only assume there is to be some damage expected because they need to walk in and out to get the windows. There was a clear disregard for the lawn and garden. It was obvious there were no attempts made to avoid my newly planted bushes and flowers (I had to plant them and couldnt wait any longer; the rescheduling of the windows was pushing everything back). Looking at the space, you can see the window was not lifted and it was pulled across the entire garden, ripping out the plants ROOTS AND ALL. There was nothing left of my garden other than scattered leaves and branches. I immediately reached out to the salesman who sold us the windows a well as the woman who rescheduled out appointment. After about 2 days I still had not heard back from anyone and reached out again. Several days later, nothing. I did the live chat on their website and was instructed to fill out a "contact us" form with my complaint. About a day or so later, they reached out and told us the production manager would be calling us in 1-2 days. 5 days later we did not hear anything and called back. They informed us the information was in our file but they would resend it, asking us to wait another 1-2 days. We are now at 2 weeks without hearing from ANYONE. I'm at a loss and don't know what to do. This is extremely frustrating and I'm disgusted when I hear their commercials on the radio. PLEASE HELP!Bureau response
07/06/2023
Kevin *****
Window Nation, LLC
**** ********* ** *** *** ******* ** *****
Dear Kevin *****:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/6/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
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: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Mallory ********** ** *****Daytime Phone: ***** *******
E-mail: ***************The details of this matter are as follows:Customer’s Statement of the Problem:
Our windows were installed on 6/22/2023. Our original date was about a week and a half prior to that. The company reached out to us the night before to reschedule. They stated there was a family emergency. We understood things happen and rescheduled. The contract was for all new windows throughout the entire house and we changed out our bay window for a large picture window. When I arrived home, the first thing I noticed was not the beautiful picture window. It was the destruction of our garden. I can only assume there is to be some damage expected because they need to walk in and out to get the windows. There was a clear disregard for the lawn and garden. It was obvious there were no attempts made to avoid my newly planted bushes and flowers (I had to plant them and couldnt wait any longer; the rescheduling of the windows was pushing everything back). Looking at the space, you can see the window was not lifted and it was pulled across the entire garden, ripping out the plants ROOTS AND ALL. There was nothing left of my garden other than scattered leaves and branches. I immediately reached out to the salesman who sold us the windows a well as the woman who rescheduled out appointment. After about 2 days I still had not heard back from anyone and reached out again. Several days later, nothing. I did the live chat on their website and was instructed to fill out a "contact us" form with my complaint. About a day or so later, they reached out and told us the production manager would be calling us in 1-2 days. 5 days later we did not hear anything and called back. They informed us the information was in our file but they would resend it, asking us to wait another 1-2 days. We are now at 2 weeks without hearing from ANYONE. I'm at a loss and don't know what to do. This is extremely frustrating and I'm disgusted when I hear their commercials on the radio. PLEASE HELP!
Desired Settlement:
Billing Adjustment
Bureau response
07/06/2023
Mallory *********
, *** *****
Dear Mallory *********:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/6/2023 against Window Nation, LLC. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ***** ********Business response
07/11/2023
Window Nation apologizes that our customer has had any issues with their project. Window Nation did speak to our customer on July 6, 2023. and we issued them a gift card for $250.00 on July 6, 2023, for damage to their property during the installation of their new windows. Window Nation appreciates our customers and hopes they have many years of enjoyment with their new windows.Bureau response
07/11/2023
Mallory *********
*** *****
Dear Mallory *********:
This message is in regard to your complaint submitted on 7/6/2023 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 that our customer has had any issues with their project. Window Nation did speak to our customer on July 6, 2023. and we issued them a gift card for $250.00 on July 6, 2023, for damage to their property during the installation of their new windows. Window Nation appreciates our customers and hopes they have many years of enjoyment with their new windows.Bureau response
07/16/2023
Kevin *****
Window Nation, LLC **** ********* ** *** *** ******* ** *****
Re: ID * ******** - Mallory *********
Dear Kevin *****:
Thank you for your recent response to Mallory *********. 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
07/16/2023
Mallory *********
** *****
Re: ID * ********- Window Nation, LLC
Dear Mallory *********,
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: ###-###-####
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
483 total complaints in the last 3 years.
116 complaints closed in the last 12 months.