Complaints

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.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Universal windows installed 9 windows in my home about 3 1/2 years ago and i complained about 1 of the rain glass window texture being put in backwards. I also complained that one of the frames was installed crooked. Every time I talked to someone all they wanted to do was sell me doors. Never once has anyone come to my home to solve the issue. Over the last 3 years they have been told stop calling unless you fix the issues. Now in the last 2 weeks they have called twice and today i told them i will report them to the **** ** if the called again unless it was to solve the ongoing issues.

  Business Response

  Date: 10/12/2022

  Thank you for reaching out on Complaint ID #********. We would first like to apologize if the communication outreach from our estimates team has caused this customer any frustration. We can let them know he is not interested in purchasing doors at this time, and to cease the outreach. Our Service Department would be happy to reach out to have someone come inspect his concerns with the windows. We appreciate his feedback and look forward to connecting on his service concerns. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  A salesman from Universal Windows Direct sold us 2 sliding glass doors in Late May or early June of 2022. We were told that they would install on June 22 of 2022. When they came to install, they took one door out then found that both doors had been measured incorrectly. The JUST got the new door to fit, but it is warped and they said they would be back to replace it and the other one I had ordered. They said I would get a call that day from a manager. I did not receive that call. I called multiple times to speak to a manager, only to be told, repeatedly, that he would call me back. After the 5th or 6th call from me, a manager deigned to call me back, telling me the doors would be shipped soon. After 2 months, I began to think 'soon' was their word for 'whenever we feel like it.' I called on numerous occasions and received no callbacks. I finally caught the manager in August and he told me there were some delays. No **** ********. The scheduler finally called me on September 13 to schedule my installation for today, September 19. Today, the manager called me to inform me that the doors would not be installed today and I needed to take yet another day off of work. I've had it with them. I want my money back and remuneration for the day I took off from work. Given my choice, I'd burn their business to the ground and salt the earth so nothing would grow there again. However, I am a law-abiding citizen and I'll settle for dragging their company name through the mud.

  Business Response

  Date: 09/21/2022

  Thank you for the outreach on Complaint ID #********. We apologize for the frustration that this homeowner has felt with the timeline of their project. It is never our goal to have a product be made at the incorrect measurement, but we did get the appropriate measurements needed for this customer's project and we are ready to complete the installation. The installer needing to call off the day of the appointment was a factor we could not have predicted, and we do apologize for any additional inconvenience that it has caused this customer. We remain ready and eager to complete the install, and we look forward to the customer returning our Operation Manager's call so that we can talk through next steps. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/05/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had initial consult on 9/29/21 and went into contract with half of the money of $4785.00 pd on 10/1/21 after negotiating price of project. Was told it would be approx, 3 months for install on 3 windows and 1 patio door. Did not hear anything about project/install for 5 months. Email received 3/18/22 stating product was delivered to warehouse. 1st attemp at install was 4/11/22 and had no show d/t "truck breakdown". Husband took day off work without pay to be home. 2nd attempt was 4/18/22, no show due to "inclement weather". Husband had 2nd day off work with no pay to be present. Called Tim (project warehouse manager of Columbus market) voiced concerns over timeline and loss of wages. Was told he would get back with me, no follow up. Installers came with product on 5/2/22, had wrong color windows and trim didn't match, wrong color door per installers. Put one window in, husband left work early to see product, installers left with incorrect product and left in window installed without trim/finishing. Was told would be placed on rush completion as job was already started. 7/11/22 talked to Tyrone McNeer (operations manager in SC/GA) was assured call back after checking into issues, no call back. Left VM 8/8/22 to Tim, no call back. 8/15/22 talked to Tim on phone regarding install and price adjustment was told he would follow up and install set for 8/26/22. Husband off work for install, product still incorrect color/trim and door was same door originally brought and had broken trim/beat up. Talked to Mike Huffien (operations manager-Pittsburg PA) on day of install regarding issues was assured would follow up and personally guaranteed me he would get back with me/husband that day. No follow up. Almost 1 year later and half of money gone, still no product and horrible customer service. We want out of contract with horrible company and want our money returned immediately.

  Business Response

  Date: 09/08/2022

  Thank you for reaching out on Complaint ID #********. We apologize for the delays in this customer's project, both in timeline and in communication. We certainly never intend for that to occur. We will be reaching out to the customer directly to discuss their project and next steps so that we may come to a resolution with the customer. We appreciate that chance to bring this to a resolution, and we look forward to working with this customer. Thank you for the opportunity to respond. 

  Business Response

  Date: 09/13/2022

  Thank you for the additional outreach on Complaint ID #********. We had the chance to speak to this customer directly about their project, the communication efforts, and to begin working through next steps. We will continue to work with this customer so that we may come to a solution for the concerns that they have highlighted in their complaint. We appreciate their willingness to work with us and look forward to bringing this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/20/2022

  I am rejecting this response because: We still haven't reached a mutual agreement on issues they are unwilling to address caused by miss representation from representatives of company 
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Universal Windows Direct – Columbus, OH
  
  Day 1 – 7/25/2022 – The crew showed up four hours late past their arrival time indicated from a phone call the previous day and was only on site for 90 minutes. During that 90 minutes they were able to incorrectly install two windows while the entire team argued with each other. I heard several of them cursing at each other and I have a video of them throwing their hands up at each other and yelling at one another. They ended up leaving without an explanation and we were left with a disassembled house, ready for them to install windows. I sent an email to their district manager and never got a reply (email #1).
  
  Day 2 – 7/26/2022 – New crew (2nd crew) showed up and they were able to fix the two windows from the previous days installation and install about 26 more windows out of the 32 required for the house. The crew shattered around 6 windows and left glass all around the property. This crew left messes everywhere around the house and inside of it. I also saw them standing and sitting on my dryer which cause the top lid to dent in a few places. I spent two hours cleaning up all the broken glass and metal everywhere on the property. I also found three screens laying on the ground, in the rain, around the outside of the house. Again, the crew left and didn’t tell anyone if they were coming back again. I ended up speaking with the Chicago supervisor and they would pass my info on to the local supervisor.
  
  Day 3 – 7/27/2022 – No Show and No call to complete installation, house is still taken apart to allow window installation. Email sent to local supervisor (email #2), no response.
  
  Day 4 – 7/28/2022 – No Show and No call to complete installation, house is still taken apart to allow window installation. Email sent to local supervisor (email #3), no response.
  
  Day 5 – 7/29/2022 – New crew (3rd Crew) shows up and notices the previous two crews did not remove the old window frames and did not put insulation around parts

  Business Response

  Date: 09/02/2022

  Thank you for the outreach on Complaint ID #********* We would like to first apologize if this homeowner felt as though he was not getting any movement or response on his project. We understand that there were missteps in the communication with the customer, and we look forward to correcting that going forward. We had the chance to speak with the customer directly, and will be putting together a service plan for next steps to ensure that his concerns are resolved in a timely manner. We appreciate his willingness to speak with us and we look forward to getting our next visit set up so that we can get everything completed to his satisfaction. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I had new siding put on, I have contract that specify that I have new 3/8 insulation and a full house wrap installed, so project is done and I notice that there is no house wrap, I called them and stated the house wrap, so they send out technician, and he looks at it no wrap, I’ll call manager he said, we’ll no answer, he said call in few days so I did and manager not available he’ll call you later. This has been going on for months now. All I ask is to reimbursed for house wrap which they said it doesn’t do anything, so why did it when they sold it to me on project in beginning. I told tech that cost of wrap and benifits of that moisture barrier and long term energy savings is why I got it, so it’s either pay me for that or take off siding and wrap it, he said they don’t want that, I said I bet they don’t but I just want it right that’s all I ask

  Business Response

  Date: 08/22/2022

  Thank you for reaching out on Complaint ID #********* We appreciate the chance to review this homeowner's complaint, as well as their project to help bring this to a resolution. We have brought in our Sales Manager on this situation to ensure that we can get the discrepancy between the agreement and what was installed resolved- he has reached out to the customer to discuss the options for next steps. We look forward to the chance to speak with the customer, and we appreciate the opportunity to respond. Thank you! 

  Customer Answer

  Date: 08/22/2022

   They called today I was at work, I returned call, no answer left voicemail. Message said we have you upgrade to foam from house wrap, I paid for both, also said house is nothing but paper and doesn’t do anything. Then why did they sell it as more than that. It’s been game of cat and mouse calling no answer, I just want to resolve this, reimburse me for what i paid for, he said it’s $15 square foot so they should come measure house and pay me that 

  Business Response

  Date: 08/23/2022

  Thank you for the updates on Complaint ID #********. We were able to speak with the customer today to get to a resolution. We will be sending out a refund check to the customer for the cost of the house wrap. We appreciate his patience and the chance to get this sorted out for him. Thank you for the opportunity to respond.