Complaints

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original Universal Windows Direct (UWD) order number is #******, and address of the job is **** ******** *** ********** ******** ** ****** We met with the sales rep, ****, on 2/8/2022, he laid out a very clear plan on getting us new windows, including 2 in the Office (see attached contract, page 2), and the estimated installation date was between March and April of 2022. After UWD dropped the ball on permitting, we did not even get contacted about getting our windows installed until we called the City of University Heights ourselves to ensure the permit was submitted and approved. Our windows were not installed until 6/22/2022. During that installation, we were told that one of the windows that has already been paid for, was missing and had never even been ordered. This was told to us by the installation team after they had already ripped the window (with the UWD sticker still on it) out of the wall. They had to replace the old window and spray-foam it in place so it is not non-functional (see attached). The practices of UWD have been fraudulent and we do not even want to know where we would be in the process if we hadn't called the City ourselves, and contacted UWD numerous times (check the call logs) to move the process along. We attempted to sell the home beginning 7/22/2022 and were unable to, we believe because of how hideous the temporary fix on the old window looks. We were told that a new window had been ordered for us on 8/10/22, then when we called to schedule installation mid-September we were told the window had never been ordered and installation would be moved to mid-October. We just received a call today (10/10/22) stating that installation has been pushed to November 2022. We have renters moving into the home this weekend and now they have to deal with this horrible company, as we now live in California. This is atrocious. UWD has failed to complete services, destroyed personal property, and falsely advertised their services.

  

  Business response

  10/14/2022

  Thank you for reaching out to us on Complaint ID #********. We sincerely apologize if the delays on the permit and the last window have caused the homeowner stress as they were working to move out of their home. We had to have the permit in order to install their products. Regarding the last window, we are just awaiting it's completion in production. The dates the customer has provided were the estimated arrival dates. Because of the nature of the manufacturing process, the estimated arrival date can change, and we apologize that they have incurred additional delays as we await this last window. It is almost completed in the manufacturing process, and as soon as it arrives to our warehouse, we will call to schedule our return visit to get this last window put in. We look forward to bringing this to a resolution at the next visit. Thank you for the opportunity to respond. 

  Customer response

  10/14/2022

  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.
  
  Our issue is not solely the 7 month time delay. Your employees damaged our personal property and that severely impacted our ability to sell our house. How will you resolve this? 
  
  Regards,
  
  ******* *****
  
  
  
  
   

  

  Business response

  10/26/2022

  Thank you for the additional response on Complaint ID #********. It is never our intention to cause any delays for our customer. That said, our warranty is transferrable to a new homeowner, and we would have made sure that the final window was installed no matter who owned the home. The final window did arrive ahead of schedule and we have our return visit set for the installation. We appreciate this customer working with us and we look forward to getting this completed. Thank you for the opportunity to respond. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract to purchase window installation with Universal Windows Direct on May 13, 2022. The rep assured me the installation would take place 10 to 12 weeks. I just received an email from this company date 8/30/22 confirming installation on 8/31/22. Then they sent an email stated installation on 9/1/22. The installer came to my home and stated the windows could not be installed because they were measured by UWD improperly. I called the Store room Manager and the Operational Manager complaining about the unprofessional and rude treatment that I have been receiving and asking for a date when the windows that I purchased would be installed. Neither manager could confirm a date and after I persisted, the Operation Manager said at least two more months. I informed him that they were dishonest, untrustworthy and unprofessional and that I no longer wanted their services because they breached the contract and did not provide the product or services. Both manager initially stated that I could not cancel the contract. Again I persisted in telling them I no longer wanted their services and to cancel the contract. The Operation Manager stated that I had to give them &1,857 dollars in order for them to cancel. I informed him that their company made errors and breached the contract and that I will not be liable for their errors nor pay for material that I never received products or services. Please help me to resolve this matter by canceling this contract as they have no intention to provide the products and services that I purchased almost 4 months ago. I will not be liable for material or products that I never received.

  

  Business response

  09/08/2022

  Tell us why here...

   

  Please note that we do not service the Philadelphia area-This has nothing to do with our Company as  We are located in ********** ** and are our own independent dealership.

   

  Please remove complaint and address with Philadelphia BBB..

   

  Thank you, ******* ******

  

  Business response

  09/22/2022

  Thank you for reaching out to us on Complaint ID #********.  We hope to be able to complete the customer’s project as agreed, and we are confident that the customer will be happy with her completed project if she affords us the opportunity.  The customer’s request to cancel at this late date is complicated by the fact that we have already incurred costs in reliance of the agreement in manufacturing the customer’s custom-made windows.   Notwithstanding, we will continue to reach out to the customer in the hope of reaching an amicable resolution. Thank you. 

  Customer response

  10/06/2022

  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

  10/07/2022

  Dear Mr. ****** *******

  I am writing this letter in response to recent correspondence from your office dated October 6, 2022 on
  behalf of University Windows Direct.

  Your letter from universal Windows direct included a copy of the financing agreement that I signed on
  May 13, 2022 with ********. That agreement was signed in good faith on my part, believing that I
  would obtain the services that I purchased for new windows.

  As you are aware from my last state/rebuttal regarding this situation, I never received the windows
  purchased, nor any materials, good or services from Universal Windows direct to date.

  Due to their error with improperly measuring my windows on two separate occasions, by their staff,
  they have not honored nor produced the windows that I attempted to purchase in good faith. Heir sales
  representative stated on May 13, 2022 that the windows would be produced and installed within 10 to
  12 weeks. It is now approaching October 13th (5 months later) and still I do not have the products that I
  attempted to purchase from UWD in good faith.

  As a result of their unprofessional and dishonest tactics, I do not wish to continue this purchase with this
  company. They are also lying about starting a re-production of the windows because no one has been
  to my home since September 1, 2022 to take any measurements of my windows.

  This company has proven to be dishonest, distrustful and unreliable and I absolutely cannot continue
  transacting any business with them. I have informed them on numerous occasions that I do not want to
  purchase anything from them and am cancelling the contract.

  The operations manager insisted that I owe them over $1,800 for materials that were never provided to
  them due to THEIR ERROR! I feel like this is a scam and am being exploited!

  Please, I need your company’s assistance with resolving this fraudulent company and contract. I look
  forward to hearing from you soon.

  Sincerely
  ******* ****
  1614 West Sparks Street

  Customer response

  10/11/2022

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I will participate in mediation in reference to complaint ID .********, in hopes of resolving this matter. 
  

  My availability is as follows:

  Specific dates I am NOT available in the next 6 weeks:
  

  
  Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  __X__Mon. ___X_Tue. _X___Wed ____ Thurs. __X__ Fri.
  
   
  Place an "X" next to the Time  you are Available and work best for you: 
  
  __X__ Morning _X___Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected and that  mediations are scheduled to start between the hours of 9:00am and 3:00pm, and must conclude by 4:30pm.
  
  Thank You.

   

  Regards,

  ******* **** 
  Phon** ************ **** ***
  

  

  Business response

  10/17/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The business has notified the BBB that they have reached an agreement with the consumer to terminate the contract and issue the consumer a refund. 

  Customer response

  10/18/2022

  [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.  Please see attached response and agreement to proposal from UWD. 
  Regards,
  
  ******* ****
  
  
  

• Initial Complaint

  09/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  As part of the sales pitch, I was promised a $50 gift card to ******. I asked if the gift card was contingent on purchasing their windows. I was assured that the gift card was simply for keeping the estimate appointment, which I did. The day after the appointment, a manager called saying he needed my email address, which they already had. Before hanging up, he asked if I were going to have them do the job. I said no, that I had gone with another company. He asked who, and I told him. He asked what their price was. I declined to share that information. The he proceeded to make make his "best" offer and encouraged me to break my contract with the other company. I said, "I feel very strongly that you should have given me your "best" price in the beginning." He still repeated his offer. I told him that it was too late. I basically had to hang up on him to get away from his badgering. To this date, I have received no gift card from ****** in my email. Hmmm....

  

  Business response

  09/06/2022

  Thank you for reaching out to us on Complaint ID #********. We apologize if this homeowner has not received their gift card yet. We would be happy to investigate so that we can ensure she does receive the gift card as promised. Thank you for the opportunity to respond. 

  Customer response

  09/07/2022

  [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

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8/9/22 i had a free estimate of window replacement from universal windows direct, in Redford hits.,Oh 44146. Sales rep was **** ** ********. I was not offered the buy 2 windows get 2 windows free offer as advertised. **** ********* ran our credit & said they cell with ***** *** **** **. I didn't understand & know **** was getting a loan to be paid for $14,000.00 to be paid to Universal windows before any final measurements to be taken or products or installation rendered. We were overcharged & I have contacted the company but sale Mr won't me back to cancel. I spoke with ***** ******** at ***** *** about the payment & charged to me. ***** *** **** says Universal will have to cancel application **********. I think I have been taken advantage of, ad I told ***** *** asking why they paid Universal Windows before any services rendered. I want out of this loan & I definitely do not want to do business with Universal windows Direct. I also paid the sales rep a 80 Co #**** which was paid on 8/17/22. Please help me as Universal Windows & Green Sky' hasn't tried to resolve this issue. Thank you, ***** ******

  

  Business response

  08/22/2022

  Thank you for reaching out to us on Complaint ID #********. Our Sales team was able to reach out to this customer to discuss some options for moving forward; however, at this time they will not be moving forward with their project. Our Sales Manager will be cancelling their agreement with us, and our accounting team will begin the process to refund the project. We appreciate their willingness to work with us, and we hope that they keep us in mind for future projects. Thank you for the opportunity to respond! 

  Customer response

  08/23/2022

  [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. I await $80.00 for my ck #**** cashed on 8-18-22 pd to Universal Windows Direct.  8-23-22 Per a phone call from ******* at ***** *** application acct ********** $14,000 was received & she will close 
  
  Regards,
  
  Wanda Walker
  
  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased these windows I did so because of there lifetime guarantee. I had a cracked window over a year ago and called them it took 3 service calls to get the correct window and a little over 8 months. In the process of replacing window the installers broke the crank assembly and now 3 service calls and them ordering the wrong parts all these times I still have a broken window that I can't use and alls I keep getting told is we will order the right part, call you when it's in, and then we will set up another service call. I feel they are breaching there contract with me and I stead of saying they'll fix it I'd like them to send someone out here and make this a priority and compensate me for this whole fiasco. This is my last try to resolve this problem without going to my attorney. Again over 1 year to fix 1 window! The windows are not that old either 2 years old I believe and 1 has been broken for over half it's life

  

  Business response

  08/18/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize if the need for multiple appointments in order to resolve the warranty concern on this customer's window have caused him any frustration. That is not our objective when working through our warranty program. We are working to ensure that the next visit will include the small part that has been missing from previous orders, so that we can address the remaining service item on property. This is all part of the lifetime warranty that we offer, the customer never has to pay for these pieces, parts, or the service visits. We are doing everything we can to ensure that we have the exact piece needed included in our order so that we can bring this matter to a close with the customer at our next appointment. We appreciate him working with us and we appreciate the chance to respond. 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Contract 5-2021 Universal Windows Direct Whole House Siding Installation - Cost to Finance 24,000 Timeline for install from date of contract 12-14 weeks. Quick Key Notes. Timeline got extended due to supply was their comments. they did not call to update, I had to call several times, and installation never occurred until 12 months later. Installation job is bad, siding is falling off, sofets were not installed correctly, we have water coming down the siding from the gaps, etc. Several calls this year, they finally sent out a service technician, who said the job was bad and documented the issues. I had requested a copy of those notes with no response. We then had call with Cary, Manager on the Installation side, who tried to tone down the issues and requested him or someone higher come out. At that point it was the District/Regional Manager who then did come out and did see all the issues with the siding job. He was to go back and discuss the repairs that were needed and did guarantee a call back a week later, and that has not happened. He said when a install crew comes out, he will be in the area to stop out and check the work. But this all seems right now to be words to calm the client. Last year I did involve the finance company for the loan and they did get involved, but doing the same just checking in with them on status. What is most frustrating, I over paid, due to their solicitaiton of receiving a better discount at time of signing, and now our hands our tied as the loan company pays them before the work is completed. So I have no leverage but not to pay on the loan, which affects my credit. Also, the sales rep that comes out, needs not to communicate a committment that is not possible, and statement that all products are available and made her locally. Now, I feel we should not only have the house repairs completed, but be compensated for all our mental frustration having to deal with all these issues and chasing for answers.

  

  Business response

  08/01/2022

  Thank you for the outreach on Complaint ID #********. We apologize if this homeowner has been left feeling frustrated by multiple appointments or missed communication attempts. We understand that there are open concerns on their project. We had a Field Manager out to get the full scope of work needed to resolve their concerns on 7/14. We had to order some additional products as a result of that visit, and the customer has spoken with our Operations Manager to confirm that the product is on order. We will continue to monitor the products so that as soon as they are ready and available, we can schedule our return visit. We look forward to this next visit, and we appreciate this customer's patience as we await the material on order. Thank you for the opportunity to respond. 

  Customer response

  08/11/2022

  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,
  
  Ken Brooks
  
  
  First, there was no mis-communication on our end.  Second several attempts to align with notes from when the service tech and district manager came out on the repairs have still not been received.  Would like that document to align on what you are repairing and what we want repaired and fixed.  The longer the delay the more siding is falling off.  Now we have an issue with water going inside due to poor quality installation.   Your communication to us was we were to receive this 2 weeks ago and nothing has been received from you.  I am your customer and I should not be having to chase you down for answers every week, when we get the same response, waiting on material.  I have called your supplier, and I think you need to recheck with them on this product to be assured its delayed. 

  Again, we are not happy paying this high price for the faulty workmanship, along with multiple delays and would like some type of adjustment on my account. 
  
   

  

  Business response

  08/17/2022

  Thank you for reaching out on Complaint ID #********. We are waiting on the color match siding in order to complete the remaining work on this project. Our Operations Manager was able to let the customer know that once it arrives, we will be calling to schedule. We are working to get an updated estimated arrival date on the product so that this can all be resolved. While we understand that the wait time can be frustrating, and we do apologize for that, we do need the materials necessary to complete the work. We are committed to bringing this to a resolution for the customer, and we look forward to the chance to do so. Thank you for the opportunity to respond. 

• Initial Complaint

  07/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Universal Windows Direct to tear off and replace the roof , replace the gutters, and replace the windows in 2015. The house is currently undergoing renovations on the inside. While doing the renovations, it was discovered that the vent for the bathroom was just sitting in the attic, not vented outside. There was a hole clearly cut in the plywood for the vent, but they just roofed over it. The roof was a complete tear off and replace in 2015. I did contact the company, but was told it had been over 30 days. They sent someone to inspect the job to sign off on completion. There was another issue found and a crew was sent to finish the job. Whomever inspected the finished job should have caught the vent but didn't.

  

  Business response

  07/19/2022

  Thank you for reaching out on Complaint ID #********. We have been able to do some digging into this homeowner's concern and have scheduled a technician out to their home so that we can determine how to proceed with getting this resolved. We appreciate her working with us and look forward to closing the loop on this with the customer directly after we have a chance for our technician to review what is needed in terms of next steps. Thank you for the opportunity to respond. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contacted This company approximately beginning of May to get some information about getting windows done in our trailer. We specifically asked the salesman if we were even able to get their services considering we do not yet own the property. He did not answer but glossed over this topic and continued with the contract. We assumed that this was not a problem and decided to continue with the order. We got a loan through them and gave them $500 in cash to start the order. We were then informed at the end of the month that they messed up and needed to add another $430 to our loan because they did not count on having to add something for the windows to our order. We okayed this change but began doing research into the company because we were unsure of their reputable status considering the change. We began seeing a lot of complaints about various things including billing, customer service, ability to get ahold of salespeople with problems, payment issues, service issues, and issues with product among the issues that we found. We then found out that we cannot change anything that major here at our address and immediately called the loan company as well as Universal to cancel the order. We have had a terrible time trying to get ahold of our point of contact which is **** and we have no idea if it is even cancelled as of yet. **** stated that to be able to cancel the order we would have to pay almost $2000.00 and they would keep the first $500 which would bring it down to $1500 even though we have not received anything from the company. We said that that sounded extremely wrong and were not willing to do so. He said that he would try to see what he could do and we should try to give him a call back the next day, June 9th. We did so at the time specified but he was out of office and we requested a call back. We found out today that he tried to call back on the 10th but neither of us got a call that day or since. This is affecting my credit.

  

  Business response

  06/16/2022

  Thank you for reaching out on Complaint ID #********. We did bring in our Sales Manager regarding this customer's request. In speaking with them, we understand the additional circumstances allowing them to not be able to continue with their project, and we will be working with them on canceling our agreement. We appreciate the opportunity to respond, thank you. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone came to our house in February 2021 and we ordered 8 windows from them. When they came to install them in April only 3 of the 8 were correct. They reordered and the new windows didn't come in til August. Took time off work to be at the house and the windows were wrong AGAIN! ( 2nd time) In November, they checked the new windows before coming to the house and they were wrong yet again. ( 3rd time ). In February 2022 they were wrong for the 4th time. Then just last week, May 17, 2022 I took time off work again only to find out... they are still wrong!!!!!!!! Even though they checked the windows before coming out and said they were right. So I had to call them toady and was told they were working with the manufacture and don't have an answer for me. When I asked to speak to the manager, I was told she's in a meeting. I have 2 payments left and I don't even have them. I have never been given an apology or offered any type of discount or refund. Not to mention I have to initiate every all!

  

  Business response

  05/31/2022

  Thank you for the outreach regarding Complaint ID #********. We appreciate this customer's feedback and apologize for any aggravation that the multiple appointments have caused, as that is never our intention when working through a warranty concern. The homeowner's windows are installed, we have been working with them to correct and esthetic concern with the grid pattern in the sashes of their windows. We have the new sashes on order and have been communicating with them, as recently as today, to convey the estimated delivery date to our warehouse. We appreciate their continued patience and look forward to getting our return service visit scheduled when the new sashes arrive. Thank you for the opportunity to respond. 

  Customer response

  06/01/2022

  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.
  
  Yes, I was contacted on May 31st and advised the windows are being remade again with an ETA of June 20th. This does not mean they will be correct at this will be the 6th time of them doing the same thing. Why should I believe it will be any different. 
  
  Regards,
  
  ******** ******
  
  
  
  
   

  

  Business response

  06/03/2022

  Thank you for the additional outreach on Complaint ID #********. We will continue to track the reorder of the sashes to correct the esthetic concern with the grids in the sashes themselves. We appreciate this homeowner's patience, and we look forward to the sashes arriving and scheduling our next appointment. Thank you. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I met with a representative about new windows for my house on April 18th. Starting the weekend after our meeting I began recieving 2-4 phone calls from the company. I answered on April 29th to tell them I was no longer interested. They were very pushy about me speaking to a manager about rebates but I did not want to do that and was able to get off the phone with them. I made it very clear I was going a different direction and wasn't interested in their product. I've continued to get 2-4 calls a day.

  

  Business response

  05/10/2022

  Thank you for reaching out regarding Complaint ID #********. We apologize if our communications have caused this customer any frustration, as that is never our intention. We will work with our team internally to ensure that communications to the customer cease. We appreciate their patience, and hope they will let us know if they need anything in the future! Thank you. 

  Customer response

  05/10/2022

  
  
  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,
  
  ******* *******  
  
  

*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. ↩