Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We agreed to a contract that stated that we would get our windowns installed at a certain time frame. After not hearing from anyone for a couple months our order was still sitting in pending because they messed the price up. We fixed that mess up. Installer comes out & does not finish the job, so i have to reschedule again. When that installer let, he ruined my cabinet in my garage & left glass & screws on the outside walkway. I have a 7 year old that plays outside & a 2 year old dog. I reached back out to my sales man multiple times & he assured me i would hear back from someone. We are going on a month later & still haven't heard back from anyone.

  

  Business response

  02/13/2024

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond. In reviewing this customer's project, we want to first apologize if they felt as though they did not receive amply communication after the sales appointment. We understand that can be frustrating and do want to apologize if the customer's feels as though that component fell short. The customer signed their agreement in the middle of September and despite the change/sign off needed in October regarding the style of windows on the project, we were able to order and install this customer's windows within the timeframe provided on their original agreement. We did have to schedule a short return visit to complete some of the interior finish work due to the weather temperatures on the day of the original installation. This customer has also spoken with our Operations Manager who provided them with a gift card for their inconvenience. We are happy to reach out to discuss any additional concerns with the customer, as part of our commitment to their project and to our lifetime warranty. Thank you for the opportunity to respond. 

  Customer response

  02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** **********
  
  
  
  
   

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had Universal Windows Direct come to give me a quote for the windows and my front door. They advertise a no obligation quote. That night their rep was out I told him I did not want to sign into a contract as I had other companies scheduled to come out and get quotes for them as well. My mom was a witness to that as she was dropping off a pizza to my family. Their rep told me if I wanted to keep the price quoted to me I would have to go through a pre approval process and needed my signature. He never once stated that this was a contract. I found out a week later that I was signed into a contract when another company came to my home and wouldn't do measurements because there was stickers on my windows from Universal. I tried to contact a manager to discuss this but was only routed to the same rep. He offered me a price match if I found a company that was equal to theirs, which I did. I sent in all the requirements that were asked for to get a price match, which has been stalled for days and days to be told he will not offer me a price match and only take $4,000 off their original quote.

  

  Business response

  02/06/2024

  Thank you for the information regarding Complaint ID #********. We apologize for any confusion resulting from the sale appointment we had with this customer. That said, after getting a chance to review their job, our Sales Manager has been in contact and we will be closing this job out and issuing a refund on the project. We appreciate the chance to bring this to a resolution and hope that this customer will keep us in mind should they have any additional needs in the future. Thank you for the opportunity to respond. 

  Customer response

  02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ********
  
  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a replacement front entry door May 4,2023. We live in a condo and needed HOA approval for the color selection. Approval was received and the final measurement was taken. The door arrived 4 months later, August 2023 and could not be installed as it was too large and the final measurements they made were incorrect. We were told the door needed to be remade, it would be an “rush reorder” and we would have by late October as winter was approaching. October November and December passed and every phone call I made was told the same thing. Production delays. The door finally came today January 31, 2024. Our old door was removed and the installers relalized the color was wrong. Interior and exterior colors were reversed. The exterior had to be HOA specific and that color is on the inside and the door on exterior is white. The existing storm door was reinstalled and does not close correctly and will not lock. The outside framing has gaps of exposed wood and not finished. We used this company as they installed windows for us in June 2021 and had no issues. This experience has been a nightmare. The installers were turning in paperwork and told us they door would need to be remade again. I tried to cancel this order in August 2023 and was told a 65% penalty. We paid in full at time of order as trusted this company. We need a new storm door now and for them to get this right.

  

  Business response

  02/05/2024

  Thank you for the information regarding Complaint ID #********. We would like to first and foremost apologize for the delays that this customer has experienced, as well as the errors that occurred that impacted this situation. It is never our intention for these things to happen on a project, and we would like to recognize this customer's patience as we work to correct their order. Our Operations Manager has had a chance to speak with this customer, and we will be providing and installing for them an entirely new storm door for their home. We will be working with them directly on the colors/details of this new order and will also work to address the concerns with their current storm door in the meantime, while we also wait for the new entry door. We hope this new storm door helps reinforce our commitment to their project, despite the delays, and we look forward to bringing this to a resolution with the customer. 

  Thank you for the opportunity to respond.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our entire house was installed with new windows on 1/13/16 by a local dealership for Universal Windows Direct. All windows included a true lifetime warranty. A crack developed in one of our windows during the winter in early 2023 and water has slowly seeped between the panes causing rust. I began correspondence with **** Miklowski on 10/25/23 in Customer Service sending her photos and the warranty sticker info. She forwarded to ***** who helps with dealerships. ***** and I talked and she was trying to find a dealership close enough to me to ship the window since there are no dealerships any longer in my immediate area. After 11/1/23 I stopped hearing from *****. I emailed and called **** and a woman named Lynn asking for help in reconnecting with ***** and they would only send her emails on my behalf. They would not give me her phone no. This went on throughout November and December as I left numerous voice mails for **** telling her I had not heard anything from *****. I never received a return phone call or email to update me on the status of my replacement window. On 12/29 I made one last call to **** and left a message for her as she was, once again, away from her office. I told her in the message that I was normally a very patient person but after dealing with this issue and being ignored for 2.5 months I was going to report this issue to the BBB. I felt I had no other choice at this point. An hour later I get a return call from a woman I have never spoken to who was extremely rude. She wouldn't let me explain the situation and kept telling me that I needed to let her talk. She claimed that **** Miklowski did not work there and she had never heard of her. And, surprisingly, she transferred me to *****, who the other ladies were 'never' able to do as they were only able to send emails to her. And, of course, I got her voice mail. I left her a detailed message and asked her if she had gotten all the emails that **** had sent her over the last couple of months asking her to please contact me. She did not call me back. So I am reporting my frustration and my dissatisfaction with Universal Windows Direct warranty. It's not just about my one half of a window. It's about my entire house of windows that are supposedly under warranty.

  

  Business response

  01/04/2024

  Thank you for the information on Complaint ID #********. This customer purchased from an independently owned and operated dealership of Universal Windows Direct in Alabama. That dealership has since closed, and the warranty on labor would have ended with the closure. There is still a manufacturing warranty on parts and pieces that we are assisting the customer with to the best of our ability. With the holidays, there have been delays due to both the manufacturing plant closing for a holiday break, along with internal time off that impacts staffing levels at the holidays. As this is not a UWD Corporate customer, we do not have record of their sale/agreement/documentation so it requires a larger effort to get them assisted. We apologize for the delays and will continue to offer what guidance we can to this customer to help get them taken care of. We appreciate her continued patience as well as the opportunity to respond. Thank you! 

  Customer response

  01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I am not satisfied with this response. My communication with UWD began well before the holidays, in October.  No one has called me in weeks as I have left messages and sent emails.  I had no other choice but to get this business attention via filing a complaint with the BBB. I have a cracked window under warranty  with UWD that needs replacement. it is not my problem that the company that installed my windows closed. I do not need labor covered I just need the window replaced and I have stated that since October.  I need someone from UWD to actually call me and figure out how to get the replacement window to me. 

  Regards,
  
  *** ******
  

  
  
  
  
   

  

  Business response

  01/12/2024

  Thank you for the additional response on Complaint ID #********. We would like to clarify that, while we understand her frustration and do apologize for that, she is not actually a customer of this, or any, Universal Windows Direct corporate location. We are attempting to assist her as a courtesy, as she purchased through a separate dealership location. She has an active email chain with our team member who works to assist in matters like these, and we appreciate her continued patience on this very custom effort. Thank you! 

  

  Business response

  01/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello ******, 
  
  As an update, we were able to get the needed part on order and paid for, we are awaiting for it to be produced and arrive to the closest location to this homeowner. Our colleague working on this spoke with both the homeowner and her husband to update them on this progress and next steps. 
  
  Thanks,
  *******

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Universal Windows Direct robo calls me roughly 10 times a day. I was going to seek to do business with them in the spring but they won't leave me alone.

  

  Business response

  12/21/2023

  Thank you for the information regarding Complaint ID #********. We apologize if this customer felt as though we were "robocalling" him, as that is never our intention. We have a team of individuals who call out to potential customers when they express interest in a project so we can gather details, set a visit up to their home, etc. We will remove this customer from our calling list and hope he can keep us in mind for any future project needs. Thank you for the opportunity to respond! 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a sales call with a rep named **** in early November and settled on a price for windows. We called back the next day asking to add an additional window. It wasnt until we saw a promotion that had been running for weeks on TV that we saw them advertising about buying two windows and getting two free. We were requesting to have 4 windows installed. We spoke to the sales rep about the promotion and were given some vague excuse for us not recieving the credit. Something along the lines of: the system will automatically apply any applicable credits. No answer for why we would have to pay an additional $1500 to add a 4th window when they have a promotion to buy 2 and get two free. After some thought, and because we were already under a contract with them. We agreed to pay. Then they sent out someone to measure the windows again and determined that they would need to add a whole additional window. Putting us up at 5 windows and of, course increasing the amount we paid. They also had a promotion for 0% financing and we were told falsely by the sales rep that we could only finance half of the total payment. Then once we agreed to pay even more for windows. They returned our money without a word.

  

  Business response

  12/13/2023

  Thank you for the opportunity to review and respond to Complaint ID #********. We want to first apologize, as the original agreement drawn up for this customer was incorrect, and the source of the areas of concern that prompted this complaint. We have since worked with this customer to draft a new agreement and are happy to report that we have been able to move forward and their windows are on order and in production! We apologize for the delays that were experienced and we appreciate the chance to make this right. We look forward to scheduling their installation once their products arrive. Thank you! 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/30/23, I contacted Universal Windows Direct to get an estimate on Window Replacement, and during the call I was told that I would receive a $500 Certificate for taking an appointment on a Saturday, which was September 30, 2023. I met with sales representative ****** ****** on Saturday, September 30, 2023, and decided to purchase 4 Windows (only because ****** ****** was an Awesome Guy and his presentation was phenomenal), however, I did not get the $500 Certificate that I was promised to use towards my purchase. I have reached out to Universal Windows Direct several times to inquire about the certificate, and have spoken to multiple representatives, and still have not gotten a response nor resolution! I have even advocated for this company by referring my friends and family, but I am regretting this decision, because this company does not have Good Business Practices and I am very disappointed!! In conclusion, I want the $500 Certificate that I was promised, so I can use it towards another purchase, since it was not honored with the window purchase.

  

  Business response

  12/05/2023

  Thank you for the information regarding Complaint ID #*********
  We appreciate the chance to review and respond. Our Sales Manager has previously spoken with this customer to help them understand the discounts that were offered on the contract that they signed with our company. At the end of the day, we understand that she believes she was promised a certificate and did not receive it, and therefore we will go ahead and credit this customer the amount requested in order to resolve this situation. We have spoken with her to discuss this solution and she has accepted. We apologize for any confusion and hope that she keeps us in mind for any future needs! 

  Customer response

  12/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  
  
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Representative from the company that makes the windows came out to my home and took videos of the problem. He said that the windows needed to be replaced. When I asked him how long it would take he told about 5 weeks. Then they would ship the windows to Universal Windows Direct here in Las Vegas. The windows are made in Arizona. That was in June of 2023. It is now October 23 of 2023 and still no windows. Called Universal Windows and they said that they are working on it. This is what I here every time I call them. I think they should back up their products and deliver the right ones in a timely manner. Not six months to get the new windows. I cannot open the windows because, they just slam down with great force. It is just wrong to sell someone windows that are still under warranty and not deliver. Also the windows were purchased on 12/7/2020. They should last longer than 3 year's.

  

  Business response

  10/31/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review. This customer is based out of the Las Vegas area and is referencing the Universal Windows Direct in that area, which is an independently owned and operated dealer of ours. We can pass along their information to this dealer location for them to investigate and handle directly. Thank you for the opportunity to respond! 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had windows, siding, gutters and soffits installed on our house. One screen was torn was torn on install. One down spout was dented on install a bunch of J channel was installed being cut incorrectly. Also when they pulled the old siding off they broke some of the stone on the house. We have had them out numerous times and told they will correct the issues minus the stone that’s broke. We have yet to have any issues resolved and keep getting the run around. Came out again and was told nothing has been ordered so we are still in a holding process. An associate of the company recommended we reach out to the BBB at this point.

  

  Business response

  10/05/2023

  Thank you for the information on Complaint ID #********. We have been in contact with this customer regarding their open service. We have all of the parts needed now, and we appreciate their patience as we worked to gather the needed materials. We have our return visit set with the customer, and we look forward to the upcoming appointment. Thank you for the opportunity to respond! 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The salesman misled me into thinking I would get a rebate. Even the install crew said to save the window stickers for the rebate. At the time I did not know the rebate amount but the amount is 30.00 per window. Thirteen windows total.

  

  Business response

  09/14/2023

  Thank you for the information regarding Complaint ID #********. We want to first apologize if this homeowner has experienced any confusion. We do not partner with specific energy/gas companies to provide rebates. If one of those companies offers a rebate for energy efficient products, that would be through that company specifically, not something that Universal Windows Direct could follow up on. The stickers on the windows are the Energy Star Rating stickers, which we do recommend that customers keep for their records. If the customer is going to be reaching out to one of those companies to submit for some sort of credit, we would be happy to provide a copy of their agreement to assist with that process. We appreciate the opportunity to respond, thank you! 

  Customer response

  09/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ***** .  I was led to believe by the sales man and the installers that I was eligible for a rebate on the purchase of the windows. While talking to salesman about the rebate I received from ******** after I insulated the attic, I mentioned a rebate on the windows and he  should have told me at that time that it was not available to me through ********* *******. It influenced my decision to purchase the windows from them.  I would have not made the purchase if I had been given this information at time of sale that there was not a rebate.
  
  
  
  
   

*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. ↩