Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered windows around July 2021 and was told installation would occur in December 2021. The installation did not occur until February of 2022 due to the company not filing for the city permit properly. All but the big front picture window was installed because the picture window was damaged in the warehouse and they were still going to try and install a broken window. I refused the install of that window and was told by management it would take another couple weeks to make the window. Install was to happen today, April 8th, and when the installers arrived they only brought glass and not the frame due to lack of communication with the company themselves. There was never a frame installed for my big picture window. Through all this, the company does not communicate well, I was always calling them for updates and to find out timelines. I've also lost days of work between trying to figure out when install will occur and taking off for partial installs. If this cannot get corrected in a timely fashion, I will definitely use another company for any home updates and projects I have. I will also not recommend this company.

  

  Business response

  04/12/2022

  Thank you for reaching out on Complaint ID #********. We apologize for any delays that this customer has experienced, that is never our intention. This customer has been working with our Operations Manager directly regarding his recent appointment and the materials we are reordered as a result. We will give him a call after the new mainframe for the window arrives and is inspected so that we can schedule our return visit. We appreciate his patience and we look forward to our return visit. Thank you! 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So hired u.w.d oct 12,21, windows installed in December 2021 but windows extremely off centers and capping on outside done wrong,first guy came out and said all.they would do is fix capping,I complained and another guy came out and scheduled for a reinstall ,when he came out March 19th he realized windows were measured wrong,told me I'll re order and call you in a few days, tomorrow is three weeks no contact and they sent a contract that says my wife signed remotely yesterday and she did not,reached out to *** last contractor at house , nothing back called office ,so far nothing.now I want nothing to do with them,I want a refund so I can hire someone else to do job complete . communication is important with this and they don't care about me and wife's concerns at all.

  

  Business response

  04/15/2022

  Thank you for reaching out regarding Complaint ID #********. We apologize if, at any point, our communication efforts have fallen short of both this customer's expectations and our own. We were able to speak with him, and have placed the new windows on order. We will follow up with him regarding the estimated arrival dates and will stay in touch to provide any updates on the production of the new windows. We appreciate his feedback and will work with him to ensure his concerns are addressed. We appreciate the opportunity to respond. Thank you! 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had windows install a few years back from Universal Windows Direct. We continually get calls from Universal Windows Direct. At least 3 calls a month. I have asked several time if they would stop calling we no longer own the house. I emailed the company March 11, 2022 asking again to please take us off their call list or I would contact the BBB and possible attorney for harassment. They contacted me again today March 17, 2022. I’ve blocked their phone number and they call from another. I would just like the phone calls to stop.

  

  Business response

  03/22/2022

  Thank you for outreach on Complaint ID #********. We apologize if our outreach attempts have caused this homeowner any frustration. We have worked with our internal team to place their number on our Do Not Call list so as to avoid any future calls. We appreciate the chance to respond, and hope they will keep us in mind for any future needs at their new home. Thank you! 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of purchase was 2/7/22 for $26,700.00. The initial wait time was due to the material being shipped and permit for meter box on home. I received several calls from Josh Ventry stating they would have to charge a storage fee because the material was in, but the permit had not been pulled from the city of stow. We had to have a licensed electrician come out and place a plate behind the box for sliding. We received a call from the loan company ( ********) seeking payment. We asked why are we being charged for a job that is not yet started? We also requested the loan pull back the funds until the job is completed. Why did they release 26,700 dollars to a company and not verify the job's completion? I have reached out to Josh several times, leaving voice mails stating the meter box has been completed for four weeks now, and have not received a call back saying when the job will be started. We have to ask ******** pulled funds around until the job is completed. We are still being asked to pay monthly payments on the loan. The loan company is a loan company UWD uses and we went along with their suggestion by the sales person.

  

  Business response

  03/16/2022

  Thank you for reaching out to us on Complaint ID #********. We appreciate the chance to respond. We have been working with this customer extensively on their project as, in order to do the install, an electric box needed to be moved. This had to happen so that we could pull the needed permit for the job. The financing was approved in the home at the initial sale meeting. Our Sales Manager was able to work with the customer on both elements of this project, the permit and the financing questions, and we look forward to getting their product installed. Thank you for the opportunity to respond! 

  Customer response

  03/16/2022

  [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.]
  UWD did reach out to us after report with BBB was filed. One of the problems was a lack of communication; to notify us, that the permit filed to the city of Stow was incorrect (Discussed). My spouse and UWD contacted the city in order to correct the problem. The licensed electrician worded the permit incorrectly, therefore, UWD was unable to pull permit. UWD also, return the amount paid to them by ******** Loan company. We have discussed moving forward with project in a few weeks. 

  Thank You

  **
  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

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We waited 4 1/2 months for install, and the loan payments started the day we signed (which was not verbally communicated to us). Windows went in during the 2 day install, and we couldn't get half of them to lock. We had a service tech come out and he made some adjustments, and everything worked as it should. Winter rolls around, we get our first "winter" gas bill in 12/21. Somehow we consumed MORE gas (not the dollar amount owed, the actual MCF's used) in 12/21 than we did in 12/20, but we now have brand new energy efficient windows (never received info until requested). Just let it go as a fluke, until 01/22/22 when I noticed literal ice forming on the INSIDE of all the window frames (except the kitchen), and water dripping down the wall in my bedroom. I sent an email to customer service, with pictures of the ice and water, and schedule a tech to come out. Tech comes, brings a helper, says that our humidity level in the house needs to be at 20%, and that's probably what the issue was. Our humidifier is set between 30-35%, which is actually the optimal humidity level for inside a home. They caulked the frames that were not sealed, added weather strip and chimney blocks? and said that should do it. 01/29/22 the water and ice were still on the windows. I emailed again with more pictures. They sent another tech out. Again, he said our humidity was the issue. His "device" was reading 67% which is ridiculous (he never showed us the reading). He did nothing that day except tell us to give it a month to resolve itself. 02/14/22 the issue still persists. Sent another email. Customer service is now telling me it's the humidity level. Now it sounds very rehearsed and they are trying to blame us for the problem. A new tech comes back out, the very first thing he says is "the office told me to check the humidity before I do anything". That should tell you something. He was also the ONLY tech to look outside. Took siding off to check insulation, said that looks fine.

  

  Business response

  03/04/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to respond. We have sent multiple technicians to this homeowner's property to take a look at the concerns that they were describing. Condensation on a window is something that can occur, and does not mean that the windows are not functioning correctly. Based on our technician's assessments, everything is appearing to be in order. We have reached out to the homeowner to discuss some options for next steps, and we look forward to their return call and working with them going forward. Thank you! 

  Customer response

  03/04/2022

  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.
  
  We did not call for the condensation on the window, specifically. We called because there was ICE on the inside of our window frame. There was also WATER dripping down our bedroom wall. We never has condensation on our old windows, not one time ever. I cannot get the photos to attach to this, but I can provide photos of the water and ice.
  
  Regards,
  
  ***** ********
  
  
  
  
   

  

  Business response

  03/07/2022

  Thank you for the response to Complaint ID #********. We have photos of what this customer is referencing. When the temperatures are below zero outside, condensation can sometimes take the form of ice vs. water due to the temperature. We remain ready and willing to speak with the customer about their concerns, and await their call back. Thank you for the opportunity to respond. 

*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. ↩