Complaints

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a repeat customer of Universal Window and had a great experience back in 2016. They installed garden doors and windows in our family room. Unfortunately, one of those garden doors was broken into, in August, bending the door itself and breaking the large glass window enclosed in the door. We called Universal Windows on August 14 to have them come out to close the area where the window was. The service technician quickly came out to do just that on August 17. He took measurements and told me what he would need to replace and that someone would call me with a quote in the next few days. It has been over 3 weeks since he was out and I still haven't heard from anyone at their office about ordering this door. I've called about six times to check the status and each time they tell me it was "put in as a rush", since we are exposed to the outside elements. All they're able to do is email that division of the company in hopes of getting a response, which no one has responded to the customer service agents I've talked to. Going on 4 weeks with no reply. I called again today and spoke with a woman named Sarah who said she'd have her supervisor try and put eyes on this and will rush it. I should have, at the very least, a quote- especially since there is an element of safety and security involved with this replacement order. I would have gone elsewhere weeks ago if I knew Universal Windows was this behind in just getting back to their customers, and a repeat customer who has an actual security issue nonetheless.

  

  Business response

  09/12/2023

  Thank you for the information regarding Complaint ID #********. We apologize for the delays experienced as we worked to get the quote for the door replacement as requested by the customer. As of last week we were able to speak with them, provide them the information for the new door, and we will be moving forward with the full door replacement. We appreciate their patience and look forward to getting this new door installed with them after it is completed in production! Thank you for the opportunity to respond. 

  Customer response

  09/22/2023

  [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

  07/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased windows and a new front door from Universal Windows Direct in December of 2022. I was told that the project would be completed in about 3 months. we are now at about 8 months since the contract was signed and payments began; however, My product has not been manufactured nor has installation been scheduled. When i reached out to the company they said that they were not willing to renegotiate their price or compensate me for their breach of contract. I was promised that my windows and doors would be installed 12 weeks after purchase. This is delaying a greater construction project that I am working on. I was told that production does not start until after permits are received. The purchase was made in December of 2022 and Permits were not applied for until March of 2023. What is causing the delays in production? (When i talked to customer service on the phone I was told that it was not a supply chain issue)

  

  Business response

  08/06/2023

  Thank you for the information regarding Complaint ID #********. We have spoken with this homeowner about their project numerous times, and we certainly want to apologize if the delays in the delivery of the entry door have caused him any frustrations or delays on other home remodeling projects. The windows have arrived and the delays occurred on the door portion of his project, which has not arrived to our warehouse yet. We generally look to schedule a complete install visit, meaning that all products are in and are ready to be installed. If it would help, we are happy to schedule an installation appointment for the window portion of the installation, and set a second visit to install the door once it arrives. At this time, the estimated arrival date of the door to our warehouse is the week of 8/14. Should this change, we are happy to let the customer know, otherwise as soon as the door arrives we will call to schedule his installation. It is never ideal to have any kinds of delays while working on a project with our customers, but we look forward to getting his products scheduled for installation as quickly as possible. Thank you for the opportunity to respond. 

  Customer response

  08/07/2023

  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. Universal Windows Direct has only been in contact with me responding to my requests... They have made no effort to proactively contact me with updates. They have also refused to address why they waited so long to begin product. I have asked this question several times and have not gotten a response.

       •I was told that production does not start until after permits are received. The purchase was made in December of 2022 and Permits were not applied for until March of 2023.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  
  
  
  
   

  

  Business response

  08/21/2023

  Thank you for the response on Complaint ID #********. We apologize that the estimated delivery date of the door to our warehouse has had additional updates. We have escalated this internally to get the arrival date for the customer so that we may schedule his installation. We will provide him with an update call this week to let him know the new information. Thank you for the opportunity to respond. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/13/2023 Universal Windows sent a repairman to my home to repair substandard work to my glass sliding door. The installers had put some type of material inside the window nailing it to the walls and gluing it to my hardwood floors. The door will not lock. Universal said it was my responsibility to get this material from around the window and off my floor, have the floor repaired, then they would repair the window. They also informed me that I would loose my warranty if someone else touched the windows. I paid Universal over $11,000 for 4 windows and two sliding doors. I am not sure who can do the work that Universal refuses to do. I want Universal to refund my money and repair my floor so I can get someone to correct the mess they made

  

  Business response

  08/07/2023

  Thank you for the information regarding Complaint ID #********. We had a chance to review this homeowner's project and a few team members have been actively working with them to bring about a resolution on their door. The area of concern on the flooring was present before our installation. That said, we have some finish work we would like to complete to create a nicer finished look on the interior of the door. We will be following up with the homeowner to talk through this service and work to get it scheduled. We appreciate the chance to review and respond! 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company sent high pressure salesman to home we were warned deals could not be replicated if no decision was made on the spot. Was promised a team of trained professionals to come and do installation. Company called me 30 minutes before installation time (7:30am est) on date informing me the installer called off. This sounded like one individual as a contractor and not the team I was lead to believe would be doing this installation. This in my opinion is already breach of contract. Was informed today that upon cancelation of the work order I'd be responsible for 75 % of order charge. This would equal over well over $5000. No services have been rendered other then measurements. Finance company was told to halt order and retrieve funds due to no services yet rendered and company integrity issues.

  

  Business response

  07/26/2023

  Thank you for the information regarding Complaint ID #********. We first want to apologize to this customer for any frustration that might have experienced throughout their experience with Universal Windows Direct, as that is never our intention. It is never our goal to have to reschedule a homeowner's installation appointment, but we were able to reschedule with the homeowner for the next available appointment. It is our ultimate goal to install the product the customer has purchased with us, and we would like to continue speaking to the customer on setting up the installation. However, if the homeowner would like to exercise their right to cancellation outside the recession period, as is documented on their signed agreement with our company, we will have our Sales Management team reach out to discuss those options. Thank you for the opportunity to respond.  

  Customer response

  07/26/2023

  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,
  
  ****** *****
  
  
  
  
   

  Customer response

  07/27/2023

  Salesman stated a COMPANY TEAM was to perform the install and I was lied to as was stated 1 individual called off of work and caused cancelation of original installation date. Upon 2nd installation date the same 1 individual was on their way to do the install. This is not a team of company employees it is a PRIVATE CONTRACTOR. To me this alone is breach of contract and should cease any and all stipulations to me wanting to cancel the work order. The company was not forthcoming about installation process, who would be completing the work, and also caused a delay by canceling the original install date because they use private contractors and not actual company employees. Upon further investigation major integrity issues were discovered about the company and I was more then convinced the company doesn't stand by its promises prompting me to cease the work order.

  

  Business response

  08/06/2023

  Thank you for the additional response on Complaint ID #********. We would like to reiterate our apologies if this homeowner feels the communication provided at time of sale is not sufficient; our Sales team works diligently to address any and all questions that our customers have at this visit. Our installers work for Universal Windows Direct to install our products for our customers. Our team schedules them each day to ensure installation appointments occur as quickly as possible once product arrives. If this homeowner would like to cancel their agreement, we will connect in our Sales Management team to discuss that option with the customer. We do remain committed and willing to install their products as they have arrived and we are hopeful for the chance to set an installation appointment. Thank you for the opportunity to respond. 

  Customer response

  08/07/2023

  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.]
  I want assurance that I will not be billed for any services period. As I stated in my original complaint I will not pay for something that has not been done. Last I spoke with anyone from uwd I was told I'd be responsible for 75 % of work order up front. This is not acceptable. The only way I will agree is a $0 balance due. Full stoppage of the work order in question and no financial responsibility going forward.

  Regards,
  
  ****** *****
  
  
  
  
   

  

  Business response

  08/09/2023

  Thank you for the response on Complaint ID #********. We would like to provide clarity around the last response provided to the customer. As outlined in our agreement, should a customer want to cancel after the three day rescission period, there are fees associated. At this time, we have this customer's product in our warehouse and ready to install.  If the customer chooses to end the contract with UWD at this point in their project, where UWD has placed the order for their custom products but prior to the installation of those products at their property, then the Late Cancellation Fee shall be equal to 75% of the contract purchase price. This is what our Sales Manager called to discuss with the customer, and it also outlined in our Agreement with this customer. We remain willing and ready to schedule their installation, and still would like to reiterate our apologies that his initial appointment had to be rescheduled. Thank you for the opportunity to respond. 

  Customer response

  08/09/2023

  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.]

  I asked not to be contacted by uwd any further until theyre ready to agree to $0 balance due. They called me yesterday and told me that the better business bureau told them to contact me. I very clearly stated i do not want to be contacted so you yet again lied saying they told you to call when am 100 % sure they did not tell you that. As I stated I was promised a TEAM of UWD employees were to do this installation ... not a private contractor ! If i was told a private contractor was going to do the work i would have never aggreed. As the old saying goes there is no I in team that means a team cannot consist of one (1) individual ! I'm getting tired of repeating myself I'm not going to give in on my position on this matter ! Your sales rep should word things more carefully ... do NOT contact me again over this matter i refuse to pay a single penny for no services rendered and you're not holding windows over my head. Sell them and your bs to someone else.

  Regards,
  
  ****** *****
  
  
  
  
   

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Universal Windows Direct to install 7 sliding windows for my enclosed front porch way back in late Dec 2022. We have used them before in the past at the current address and had a good experience, but this one has been anything but pleasant. After the measuring guy came by around 10 days after purchase, we had to wait a full 17 weeks until an install date could be scheduled. This of course is after they said that typically jobs are completed around 6-8 weeks after measurement, sometimes even sooner, but definitely past the 12-16 weeks that the contract stipulates can be the longest wait time. Of the 7 windows that were to be installed that day in early May, only 4 were measured properly, so the other 3 couldn't be installed. The installers took proper measurements (I hope), and I was told that it would be an additional 3-5 weeks until the job could be completed. It has now been over 2 months since that day, and Universal Windows Direct have not even reached out to apologize for the mishap, let alone expedite the properly measured windows to be installed. I have not received any updates from them, and all my calls to them are met with deaf ears, with them telling me its the manufacturer's fault and not their own for not properly measuring. After all the thousands of dollars we have given them they cannot even complete a simple 7 window job, and now I have to live with a partially completed porch that I cannot enjoy the summer in. I'm at a loss as to the horrible customer service. Any other company would bend over backwards to keep me as a customer, whether with expedited service or some sort of discount/extra rebate, some sort of incentive to be a returning customer, but obviously they do not care, so long as they have made their sales and received their cut.

  

  Business response

  07/19/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize that this homeowner has experienced a delay on the completion of their installation. As they mentioned in their initial complaint, they are repeat customers, so they know that this not typical of one of our installs. That said, after the initial installation appointment, it was determined that three windows needed to be reordered in order to better fit into the openings. While we do our best to ensure as many check downs occur to avoid a reorder after the installation, however this is one that would have been extremely difficult to detect at the time of the initial measurement. The openings that the windows are going into are out of square, in order for us to install our windows and for them to operate correctly, they need to be able to sit square in the opening. Our team was able to get new measurements so that we can properly install these windows and the windows were reordered from there. If our onsite team promised an update from the internal ordering team that did not occur, we do apologize. One of our leadership team members has been in contact with the customer since June to provide updates as we receive them or as the homeowner inquired, including tracking the order so that the day that the windows arrived, we called to get our return visit scheduled. Our next visit is set for the end of this week to complete the remaining installation. We appreciate this homeowner's patience as we awaited the production process, and we look forward to our upcoming visit to bring about a resolution! 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a new window on February 7 2023 from universal. The install date was April 28th. I received a call stating they broke the sash and it would be 2 weeks to fix the window. They said they could install the broken window as long as I didn’t have small children or they could get hurt. I told them to fix the window before install. I lost over $200 of overtime pay that week. I didn’t hear from them for 5 weeks and sent an email. I received a response on June 6th. I replied and still have no window which I’m paying on. I expect a $400 credit on my window and it installed within the next 2 weeks on a Saturday.

  

  Business response

  07/12/2023

  Thank you for reaching out to us regarding Complaint ID #********. We apologize that, at the day of the installation, one of the sashes in the window was cracked, which led to us not installing the full window on that day. The sash was reordered and our Operations Manager has worked with the customer to schedule our return visit for a Saturday so that it does not disrupt her work schedule. He has also offered a credit to be applied to her financing for her patience on the project. It is never our goal to have delays such as this, but we appreciate the chance to get it corrected, and we look forward to our upcoming appointment to complete the installation. Thank you for the opportunity to respond! 

  Customer response

  07/13/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer will accept the $100 credit offered by the business. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/18/2023 we had universal windows come out to install all windows and a sliding glass door. After they were “finished” with the job they wanted the final payment for install. Which job is not finished and we would like to resolve this. We’ve contacted them numerous times and have gotten nowhere. There is no casing around 2 of the front windows as it was stated in contract. Along with a window with a chip, trim on the inside of the house is yellow and window does not appear to be in straight. Sliding glass door is scratched up. Screens are ripped and bent. We would like these issues corrected before final payment of install since the install is not complete to what we were told during the purchasing of windows. It’s been nothing but a headache trying to resolve these issues.

  

  Business response

  06/28/2023

  Thank you for the information on Complaint ID #********.  This homeowner's products are all installed into their home. The concerns this homeowner highlighted fall under our lifetime warranty. As such, when we go to schedule a return visit, we do ask for at least a portion of the remaining balance to be paid ahead of the visit, and the remaining balance to be due at time of service. We have spoken with this homeowner regarding the payment, and have our service visit scheduled. We look forward to this visit and getting their service concerns taken care of. Thank you for the opportunity to respond. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  contracted with universal windows direct for window replacement and installation of a french door. Company touted their quality control stating the factory and each office does quality control before installation. the French door was shipped without a door handle. the installing crew did not inform us of this issue until they were packing up. we called the company and they said sorry it was being shipped and would take 4-6 weeks. We stated this was unacceptable to leave us with a door with a missing handle and open holes. we expected the handle to be express shipped. we have received a run around. they did plug the hole but it has been over 2 week with no resolution. we have received information from a tech that the handle has been delivered but customer service continues to state they do not have record of it being shipped. I am completely fed up and would like the work complete and my house secure.

  

  Business response

  06/23/2023

  Thank you for the information on Complaint ID ********. Despite multiple different quality assurance efforts, the second handle set for the slab was not sent at the time of the original install. We have been working with this homeowner directly as we wanted to resolve the situation with the handle set on their new door as quickly as possible. We were able to get a technician out to secure the opening in the meantime. We did receive the new handle set and have contacted the homeowner and set up our return visit so that we can get this completed for them. We appreciate their patience and we look forward to our visit next week to get this wrapped up. Thank you! 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a warranty on our roof and surrounding parts. A piece of our fascia blew off and is hanging by a mail hitting our roof. We’ve called numerous times on the issue, sent photos to the company. They had one older gentleman come out and he said couldn’t fix it due to slop of roof. After I called again(no follow up!) they sent out two older gentleman who once again said couldn’t fix it. I was told the supervisor would call me. No phone call! Now we are constantly getting the run around. Almost 3 weeks later. Any high winds, and that fascia is going to fly around and tear up the roof under it!

  

  Business response

  06/21/2023

  Thank you for the information on Complaint ID #********. We have been working directly with this customer regarding their concern. After review of their original agreement, we were not contracted to replace their fascia. The piece in question is a custom piece that we did not replace or install, therefore is outside of our scope of work to repair as part of the warranty. The homeowner has been working with a Supervisor, who has contacted them three times over the last two days to investigate the project and next steps, with a voicemail logged as recently as this afternoon to follow up. We appreciate their patience as we worked with them to investigate this. Thank you for the opportunity to respond. 

  Customer response

  06/22/2023

  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.]
  Good Morning,

  As you can see from attached form, ********* ******* ****** dii in fact replace all of the fascia on my roof line! It is right here stated on attached form. So, they are in fact responsible to replace the piece of fascia from poor quality attachment.

  As to any communication, I always have contacted the company.  Constantly getting the run around. As to the voicemail, I can show no voicemail was left on my phone. 

  As you can see , the company is in fact responsible  for the repair and proper communication!

   

  
  Regards,
  
  ****** *******
  
  
  
  
   

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Job# 441985. Signed up on January 9, 2023 and made a down payment. Loan payments started in March and I have made 4 of those so far. Communication with my representative and the company has been horrible. Representative signed me up for windows that are not even possible for my space. Had multiple measurements taken to determine what will work. Measurement person stated this is the longest a project has taken and is ridiculous how many times they have been out to measure the same thing. Weeks would go by that I would reach out to my representative with no response. Contacted the company asking to speak with a manager with no response. Need this project completed before August 1 because I am due to have my first child. Was told that my install date would be mid-June and it is now mid-June. Nobody is getting back to me with any information. If project cannot be completed before August, then I would like a full refund for this enormous hassle I have been dealing with.

  Customer response

  06/16/2023

  Logged by BBB representative BA on 6/16/2023:

  LiveChat from consumer:
  

  Consumer: I filed a complaint yesterday and I received a call from the company today and they are trying to make things right. I want to update my complaint since the company is working on a resolution.
  The regional manager finally contacted me and is escalating my project to make sure it gets completed on time. He also gave me his direct contact information and is taking over my project so that I can work with him directly and not have to get information from the main customer service line or my representative that has not been responding to me.
  

  BBB: Do you consider the matter resolved?
  

  Consumer: Yes. My main issue was that I could not get ahold of anyone with updates or information on my project. The last I had heard from someone was over a month ago and I had called, sent Emails, and left voice mails with no response. If I have a direct line of contact with a manager, than I am hopeful there will be no further issues.

*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. ↩