Business ProfileforUniversal Windows Direct

In 2022 we paid Universal Window Direct $12,000 to install 8 windows and a sliding glass door. We put a deposit down in January and the windows were installed in March. The following winter of 2023 we noticed a significant amount of cold air that was leaking out from the sill. We called and had a technician come out and we were told that they did not install "brushes" and he installed them. A few months later we noticed that they still had air that was coming through. We called them out again. A different technician came out and said that they were missing " chimney blocks" and he installed them as well. After that the weather started to turn nice and we kept the windows open for most of the summer. Winter of 2024 we noticed that the windows were still leaking air in the same areas as previous. We called the company and they told us that the windows were not installed correctly in that they were screwed into the house too tightly and that causes the window to not sit correctly in the sill. We were informed that the windows would need to be taken out and reinstalled. A few weeks later the workers came loosed the screws but did not reinstall the windows. After they left the windows were sitting crooked in the sills and air was still coming through. We called again and insisted that a manager come out to evaluate the windows. I was informed that this was not possible but they would sent their "best guy" to look at them. When he got here he took 2 hrs to evaluate one window. When I inquired about the other 7 he told me his work order only stated one window. He wrote 3 paragraphs of notes and pictures and informed us that the window sill was not installed correctly originally and was now warped beyond repair. They would need to be taken out and reinstalled and the top of the double hung he looked at needed to be replaced. I was told I would get a phone call in regard to setting up for the work to be done. It has been over two weeks and I did not get a call. The company will not provide me with documentation.