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Business Profile

Windows

Window Universe Indy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have tried to get the same faulty window replaced. They have been out here twice and the window is not locking. We have tried to get their service people to call us back for several weeks now and no one is responding.

    Business Response

    Date: 05/30/2025

    Hello - This is a window project that was successfully completed in 2019.  We did go out to the customers house back in 2019 (right after installation) to fix a window that would not lock, and did so successfully. It has now been 6 years, without any issues. The first contact we have recently regarding an issue was on 5/20/2025 at 10:33am, which was just 10 days ago, so it has not been several weeks.  I do have a voicemail from the customer on 5/22/25, just one week ago.  I am currently on a cruise in the Pacific and cannot return his call until next week when I return.  

    I am not sure when this complaint was made, but I sent an email to the customer on 5/30/25 at *******, after he contacted our office, detailing some troubleshooting methods and attached 2 videos to help. It seems like this complaint was made after my attempted contact (I cannot call - I'm on a cruise and don't have phone service - only email). I also asked him to send me pictures or a video of the issues and I'd be happy to help out.  I have yet to receive a response.  

    This project was sold by ****, a sales person that worked for us years ago, but has since passed away of cancer.  If they are trying to reach **** to discuss the issue, his phone is not active anymore.  

    A window that is not locking is generally something that is not covered by our warranty.  But we're happy to help out;  as evidenced by the email sent to the customer.  If the videos in the email I sent over don't work out, I'll be contacting them next week.  

    Thanks! 

    Customer Answer

    Date: 06/02/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    The response is incorrect; someone from the company came out twice. The first time they made an adjustment to the window and finally got ot to lock. The second time (forget when, at least a year or more later), the person that came out and looked at the issue determined the original window casing was not installed correctly. He then scheduled installers to come out and work on the casing; they did and once again the window would finally lock. We mentioned to the service person we worked with that if we had this same issue a third time, we wanted a new casing and window. We are now having this same issue and want a replacement. The last thing I'll say here is the number we were given by the woman that answers the company's main number, was **************); that's the number we were told to call in order to get our issued resolved. If that is the wrong number, then someone needs to provide us a number we can call for service support and expect someone to get back to us in a timely manner. 


    Regards,

    ******* ****


    Business Response

    Date: 06/04/2025

    Hi ******* - Sounds good. If you'd like to submit a warranty claim for it, we can help you through that.  I can send over an email with the instructions. You have to file a warranty claim online, then they will send you new parts if approved. Or, we can continue to troubleshoot ideas.  I sent over some videos and didn't get a response if they worked.  The next step would be sending someone out to check things out.   

    But if you'd like to see if the manufacturer will cover it via warranty, we can do that too. I'll shoot over the email to submit a warranty claim now (there is a link).  If you have any questions on it, my number is ************.  I'm happy to help out.  

  • Initial Complaint

    Date:03/15/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought the windows and had Window Universe install the windows in March of 2021. In March of 2022 experienced a window part issue and needing repaired/replaced due to a lifetime warranty included with the purchase of the windows. Now over a year into reaching out to the company and trying to get this resolved we have not moved any closer. They tell us to contact ****, which we did multiple times. Call the office they take only your name and say theyll send **** an email. At this point I dont think **** exists cause we have yet to hear ANY response or get this issue resolved. We currently have 3 windows needing the same issue repaired. The issue on the 3 windows is the pivot tilt mechanism in the window balance system (it has broken apart so it no longer clasps the window to raise safely)

    Business Response

    Date: 03/21/2023

    This writer received a voicemail from *************************** on 3/9/2023 regarding service that needs to be completed on 3 of their windows.  On Thursday, March 16th (without any knowledge of a complaint - didn't learn about this until Monday 3/20), this writer called ****** and left a voicemail asking for her to send over pictures of the issue so that we can get it heading in the right direction.  ****** then sent pictures over via text message regarding the details of the issue.  On Monday, 3/20/23, this writer sent over trouble shooting instructions to see if the issues can be resolved without ordering any new parts.  ****** responded Tuesday, 3/21/23 stating those repairs did not work because there is actually a piece broken.  

    This writer then requested a service ticket to get a service tech from the manufacturer out to repair the windows. Upon checking ***********'s online file, it was noticed that Window Universe already requested a service ticket for this issue in **** of 2022. This service ticket from **** was still active, leading this writer to understand that the service tech did not get out as planned to repair the windows back in ****.

    This writer had no knowledge that this service issue was not addressed in **** until receiving a phone call from ****** in March of 2023.  Immediately upon contact in March, steps were taken to get the service moving in the right direction.  

    Window Universe is in contact with the manufacturer to assist in repair on the windows.  The project manager has reached out apologizing for not fulfilling the service in **** of 2022 and stated he would assign it to a service tech immediately.  He reported the service tech goes on vacation Thursday, 3/23/23, and if they cannot get it schedule prior to that, they will get it scheduled as soon as he returns.  

    This matter will be successfully completed as soon as the rep from the manufacturer gets the service appointment scheduled.  

    Thanks, 

    *************************

    Window Universe

Window Universe Indy is NOT a BBB Accredited Business.

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