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:08/22/2025

  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.

  a universal direct salesmen came to talk to me about windows i told him i was a disabled vet i called there company because they had a buy 1 get 2 free sale/deal he side stepped that deal, i told him i wanted to have 12 windows ***lace, he told me 9 windows ,and 3 large double slider windows would be better verse the 6 casmen windows,. he said if i initial a few things on tablet and paid a down payment he'd get things started, at the time i never recievany contract and had to call them it took around three weeks to get contract ,and before, i got it, they deducted an extra $7,000.00 from my bank they used my check to get bank info when i called them they said its in the contrac i told them i have not received any contract they said i gave them permission when i signed the contract, the salesmen did not tell me i was signing a contract so they came to install my windows .when they were installing them i went around to check on the installation and found the they had installed two windows in rotted window openings i brought it to there attion they said oh really, they should have come and told me , i had to send a friend to get wood to ***lace rotted wood and, late.i checked the sliders and they were hard to open, i called and spoke with the senior field **** he came an he told my sorry that they had not worked the bugs out of those windows i told him the salesmen didn't mention this to me he told me he could ***lace the three big sliders for 6 regular casement windows like i wanted in the begining and they would changed them at no extra charge, i got a call today from the company manager saying no *** could make any agrement or changes not on cantract and i would have pay balance due of bill around $ ******* then file my isues under waranty, even after paying over $ ****** univeral windows said they are now turning over my remaing bill to collecions with out resolveing issues i believe im being taken advantege ofyou have 24 characters left

  

  Business Response

  Date: 08/22/2025

  Thank you for the information regarding Complaint ID #********. After reviewing the entire account, we have been in constant communication with the customer. We have reviewed and addressed the customers concerns multiple times. Our technicians notes confirm that the installation concerns were either resolved during service visits or fully documented for follow-up. Regarding their sales-related concerns, we have explained to the customer that we must abide by the signed contract. The customer has claimed he either did not sign or did not realize he was signing, but our records confirm an executed agreement. On 7/17/2025, we reached an agreement with the customer that he would pay his outstanding contract balance in full,and we would provide a chargeable service (in the amount of $2,000) to replace three slider windows with twin double-hung units per his request. Measurements were taken and preparations were made, but the customers card declined, and he has since refused the payment. Requests to alter the original order (such as swapping out windows) fall outside the scope of the contract and therefore must be handled as chargeable services. We are committed to resolving any warranty concerns, such as the damaged screen and the movement in the slider sashes.However, warranty coverage only applies once the contract balance has been paid in full. In good faith, we scheduled a service appointment to come out on to his home on 8/28/2025 without payment. The customer called back the same day and cancelled that appointment. While we regret that the homeowner is dissatisfied with these answers, our position remains the same. The installation is complete, the balance on the contract is due, and warranty services will proceed once that balance is satisfied. We remain open to working with the homeowner under these terms. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/15/2025

  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 called UWD to come out for a free estimate for new windows as their advertisement on TV stated buy 2 windows get 2 windows free. Obviously that didnt happen based on the price we were given after being told we did receive that discount. The sales *** came out measured our windows and hyped up the company to be the best with the best windows. So we decided to go forward and contracted with them for new windows, After her measurements another person was scheduled to remeasure before installation was scheduled they came out the week after contract was made. The installation took place on June 13th 2025, the installers went about installing the windows until they got to the last one the mist expensive one with a brow. He came and told us he couldnt install the last window because it was made the measurements were incorrect for the brow and the window would have to be remade. He also stated we had to sign a paper stating the other window's were installed and that our window would be priority since the installation had already started. He said he didnt think wed have to start paying yet since the job was incomplete. The following Monday we received an email stating the job was completed and it was remotely signed by them we didnt sign it they used auto pin to sign it why would we do that if the job is incomplete? We wouldnt. We trued to call *** to get information on how long it would take to get the window installed we had to leave several voicemails no one returned our calls I even called once and was hung up on and he didnt call back. So we tried again and again and finally some one called all they said was the window was ordered. For us its an inconvenience being put in this position probably being lied to about the window discount initially and waiting on a window that was measured wrong and possibly having to start paying for something thats not complete none of this is our fault, we only know after yesterday the end of July now no install date.

  

  Business Response

  Date: 07/21/2025

  Thank you for the information regarding Complaint ID #********.  At the initial installation appointment, it was determined that one of the windows, the eyebrow window, needed to be reordered due to measurement issues that would not allow for it to be installed. We apologize for the inconvenience that this reorder has caused and if the customer feels as though any miscommunication on the timeline has occurred. That replacement window is currently in production with an estimated shipping date for the beginning of August. Once it has arrived to our warehouse, our team will promptly contact the customer to schedule the final installation visit.

  Regarding the job completion status, our records show the completion documents were signed by the customer on paper at time of our initial installation appointment. By signing these documents, it does initiate the financing to be funded, and payments to begin. However, we do understand that the last remaining window still needs to be installed, and UWD will work with the customer to ensure that everything is completed as soon as possible. *** is committed to resolving this matter fully, we would advise that the customer call into our Customer Experience phone line, ************, anytime for additional updates on their project. We appreciate the homeowners patience as we work to resolve this. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/13/2025

  And as of today 13 August 2025 the company has still not contacted us about this window, I called yesterday talked to a young lady on the phone who said shed have to check the warehouse to see if that window was in yet and call me back and crickets weve heard nothing. 

  Customer Answer

  Date: 08/18/2025

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  And as of today 13 August 2025 the company has still not contacted us about this window, I called yesterday talked to a young lady on the phone who said shed have to check the warehouse to see if that window was in yet and call me back and crickets weve heard nothing. 
  
  Regards,
  
  ****** *****

  
  

  

  Business Response

  Date: 08/18/2025

  Thank you for the additional response to Complaint ID #*********** are happy to confirm that we received the customers parts on 08/15/2025 and the customer is now scheduled for services on 08/20/2025. We have confirmed this date with them and look forward to our upcoming appointment. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:05/30/2025

  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.

  We were sold a faulty window and the company refuses to repair or replace it any longer after 2 attempts.

  

  Business Response

  Date: 06/24/2025

  Thank you for the information regarding Complaint ID #********. We attempted to look this customer up in our system by their address that was provided in the complaint details, but could not locate this account. The phone number provided also did not include all the digits need to call out to the customer to get any additional information about their project. If they could give our ****************************** a call at ************, so we can get additional details to locate their account, we would be happy to assist this customer. Until then, based on the address provided, we are not seeing this in our system. We remain willing and eager to assist to the best of our ability. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have paid a total of $2322 in 3 installments for a single window from this company. It was quoted on or around 10/11, when the first payment of $1161 was provided. Our concern was over the rotten window trim and sill and knew replacing the window was required to correct that. A second employee came on or around 12/16 to measure the window and a second payment of $929 was made at that time. We were told that replacing the rot wasnt in our quote- although we were very clear that was why we were replacing the window. We were told that she would ask and they would call us. We had to reach out for an update more than a week later. Then I voiced concerns over our new document listing colors that didnt appear familiar. When photos were sent via text, I questioned and voiced my concern again that the trim wasnt our house color.The original sales rep came by to confirm color swatches and said they are the same, just different names. The delay in communication, which required me to always be the one following up, caused a 2 week delay in install. When it was installed on 1/5 we paid the last installment of $232. We then voiced concern again to our rep that the color trim was incorrect, he responded that he had that concern as well, but would check with his boss. I spoke with the general CS team who sent a third employee to our house with swatches on 1/10. That employee even voiced that the color was incorrect compared to their offerings and not sure why this one was written and suggested. That same day our original sales rep said the color was because the new product (vinyl) is different then our older windows (wood) and they could not help. After explaining that a member from their company was at our house earlier that day with swatches to confirm the correct color match of vinyl to our existing wood trim, he has since ignored me completely. My voiced resolution is they correct the trim as it was sold to me.

  

  Business Response

  Date: 01/18/2024

  Thank you for the information on Complaint ID #********. We apologize if this homeowner has felt any frustration due to the communication or timeline of their project, as that is never our intention. We would like to provide clarity on a few items listed in the complaint. The replacement window has been installed into this customer's home, per our agreement. We had a technician go out last week to do a color match to determine the best color match for the exterior trim, and we have since ordered the color trim coil based on the results of that visit. We are waiting on it to arrive, and once it does, we will contact the customer to schedule our return visit to redo the trim work. We appreciate their availability to have us back out and we look forward to this next visit to get this taken care of. Thank you! 

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me as long as the replacement color is the Tuscan **** shown to us after initial install. 
  

  I reached out to our sales rep again 1/16 leaving a VM but have not heard back. It would be nice to have a formal confirmation of the reorder showing the color.
  
  

  Regards,

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

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  Have had windows ordered for over 25 weeks they have showed up twice both times gave been made wrong have been told will get a eta for four weeks now for when windows will be ready when I call all I get is in production and will be given a eta with no eta we have house damage due to wrong window being installed coustmer service is no help at all we have almost paid windows off thru finance company which paid universal widows for there product that they still haven't delivered

  

  Business Response

  Date: 01/16/2024

  Thank you for the information on Complaint ID #********. We want to first apologize for the delays that this customer has experienced. Delays as a result of measurements are something we work diligently to avoid, but can occur. That said, we would like to assure this customer and the ******************** that the windows are in production and we will contact the customer to schedule as soon as they arrive. We understand that the windows look slightly unfinished now on the interior, as indicated by the photos provided, and we would be happy to send a tech out to offer a temporary solution for the interior, or we will be sure it is addressed at the next installation visit. At this time, the estimated arrival of the new windows to our warehouse is the last week of February. This is just an estimate and we will continue to monitor for any changes or updates and provide that information to the customer. We appreciate their patience as we work through this together and we look forward to bringing this to a resolution with the customer. Thank you! 

  Customer Answer

  Date: 01/31/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I  find this unacceptable  it will be 36 weeks waiting  on window that are almost paid for fixing the trim will not fix the problem  have called several told the *** thing over and over was told they would move our order to the front was told they manufacture  the windows now told waiting on the manufacture to make windows this needs to be addressed . There doesn't  seem to be any consideration  for the costumer only there reputation. With us is a zero.

  ---

  
  
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 02/22/2024

  Thank you for the additional response on Complaint ID #********. Our customers are our top priority, without them we would not be here. We recognize that there have been additional delays on this customer's project in order to get two specific windows corrected in terms of the measurements. When a window size is incorrect, the entire window has to be remade to the appropriate size. This is something we consistently work to prevent, and we apologize that it occurred on this homeowner's project. That said, the new windows have arrived, and we have contacted the customer to get them scheduled. Our return visit is set for Friday March 1st. If there are concerns with the trim work, or anything related to the products, we will make sure our team is prepared to handle them the day of this appointment. We sincerely appreciate this homeowner's patience and we look forward to our appointment next week to bring this to a resolution. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/11/2024

  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.

  Installed new windows on May 5 2023. Garage windows were wrong and they rigged them up to stay in the hole. The windows dont open they get bound up. The back slider door still doesnt open like it should. And we are still waiting on our bedroom windows to be replaced because they measured wrong. Been waiting since then to get everything done. They never answer the phone and when they do they say its in production. As of today they stated there was an mis measure and they are just now starting windows. Seems like as soon as they get the money they dont care anymore.Update 10/10/23 New windows that were wrong the first time got delivered today. the windows were completely wrong again. They said windows were measured correctly and that the manufacturer made up their own measurements. Took 5 months to get wrong windows again. Going on 7-8 month for the whole project. Ill sit and wait for the generic response from them.Update 1/09/24 Still no windows. Now since its cold out we have noticed cold air coming in every window and noticed the slider windows dont even shut evenly allowing water and air to come inside our home. Said windows were still in manufacture stage.

  

  Business Response

  Date: 01/16/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review this customer's account. We want to first apologize that they are experiencing the need for reorders on their project, as that is never our intent with any project and we want to recognize the delays and frustration that it can cause. That said, we want to be sure that the next order is correct so we have been diligently working with our manufacturer to ensure that this new order corrects the concerns with the measurements. We are working to get an ETA to provide to the customer to help provide clarity on the timeline, and we appreciate their continued patience as we work to get this updated information. In the meantime, we did have ************** out last week to address the warranty/service concerns on the windows. We appreciate that the customer was able to have us out so we can get those addressed and we will contact them with an update on the remaining window reorders as soon as we receive it. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/23/2024

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  None of what was said in there response has happened. Sounds like our windows were never reordered. And no one can still give us an estimated completion date. We are approaching 1 year since we paid for the windows. 
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 01/29/2024

  Thank you for the response on Complaint ID #********. We understand that these delays are frustrating for our customer, and for us too! We are working with our manufacturing team on changes to the codes and specifications on the specialty windows in question and that is why there have been delays. We will check in with this customer ************************, so we can keep them up to speed, as we work to bring this to a resolution as quickly as possible. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In July 2023 we ordered windows for our front room the salesman measured the windows and told us that they do not work with sub-contractors. Two weeks later another tech came out measured the windows again and said the windows should be in, in September. In September the office called set up the appointment. On the day of the install a sub-contractor shows up by himself to install a large bay window. While he start to prep he finds out the window was measured wrong and also said he would have to rebuild around the header and around the window and that I the Operation Manager would contact me. I had to contact the Manager he said the window would be in possibly 2 weeks and he would send 4 men out to get the job done. A month later Window comes in 2 more sub-contractors shows up and then proceed to tell me they do not do drywall, I call the Manager and basically laughs at me and says oh we don't do that and hangs up. I feel like I was *************** and lied to from the start, management was rude and inconsiderate. Now I am having to complete the work that should have already been completed by Universal Windows Direct. This has increased my Anxiety and ********* severely since the first attempt of the install.

  

  Business Response

  Date: 11/03/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We would like to first apologize, as it is never our intention to have to reorder products due to incorrect measurements, as we understand the additional delay and frustration it causes the customer. We appreciate their patience when we had to reorder the window at a new size. That said, this window is fully installed and the work is completed. At time of install, it was discovered that termites had eaten through much of the wood around the opening of where our window would be installed. Our teams rebuilt these areas to ensure a successful install. The finish work (drywall and painting) is the responsibility of the homeowner, and this customer was made aware of that by our team. Should they have any warranty concerns in the future, we ask they do not hesitate to reach out to our ****************************** at ************. Thank you. 

  Customer Answer

  Date: 11/06/2023

  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. 

  I have not had any contact from the company in concerns of my complaint at this time.
  
  Regards,
  
  *******************************
  

  

  Business Response

  Date: 11/09/2023

  Thank you for the response on Complaint ID #********. While we do understand the customer's complaint, we have had the Operation Manager explain to the customer ************************ that the work he is requesting is outside of Universal Windows Direct's responsibility. It is outlined in our signed agreement with this customer. The work that was done at install to ensure the customer's ********************** were secured into the opening required additional labor and Universal Window Direct was happy to complete that for the install. The drywall repair is outside of UWD's of the agreement and we would suggest that the customer have the work completed himself if he would like the drywall replaced. We appreciate his understanding. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  However, that does not take care of actions of the members and how they try and fix their mistakes. 
  

  Regards,

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

• Initial Complaint

  Date:08/25/2023

  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.

  We contracted UWD to replace all of the windows in our home, a total of 29 windows. We requested a complete tear out of the old windows, including the jambs, which we were assured would be done. I even confirmed that all material would be removed down to the rough framing of the home. The windows were measured and manufacturing started. The first red flag should have been that the tech did not remove any moulding around any window to be sure that the dimensions were correct. The contract was changed, as they could not do a complete tear out of the round windows in our home. Fine. Fast forward to late July. installation begins by removing every window in the home on a ************************************************************************************ place. They did not do a complete tear out as requested and paid to do. The carpentry done on the interior was amateur at best, done with dull saw blades and inferior tools. The stainable oak trim had so much wood filler in the miter joints that it took over an hour on each window to sand off the excess. The s**** holes for mounting the windows are so damaged that the supplied plugs do not fit in the holes. A number of the windows are bowed out in the middle as well. They did not send any trim pieces for the round windows and did not contact us for months to correct this issue. We ended up having to contract with another company to make the correct moulding. They finally sent out crews in April 2023 with only about a third of the required material to finish the job. It took another 3 months to return with the correct and adequate material to complete it, and never did properly address the round windows. Again the carpentry is amateur. In fact, the crew did not bring the required tools and used my miter saw to cut the trim pieces. All of the wood trim will need to be replaced by an actual *********. No one from UWD will contact us as requested. It took a year to get done and still isn't right.

  

  Business Response

  Date: 09/05/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review this homeowner's feedback from their project. We would like to first apologize, as it is never our intention to have multiple visits in order to complete the finish work on a project. When it comes to custom trim work is where this situation can arise, and we sincerely appreciate the homeowner's patience in scheduling with us. We are reviewing this project with our ********************* team, as we had a crew on the customer's property at the beginning of August to complete the work. It was our belief that this visit was completed. Since then, the homeowner has also filed a dispute with the financing company which we received information on as well. We will be contacting the customer to discuss next steps and so that we can work to bring this to an appropriate resolution. We appreciate the chance to respond, thank you. 

• Initial Complaint

  Date:08/18/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On 8/6/23 I spoke to a rep about having windows replaced. I told the individual that it was a project that wasn't urgent and gave him my information. The following Monday someone called to confirm an appointment and I told them I wanted to wait to have someone come to my home. I then received a call on 8/18 to confirm an appointment I never agreed to. I asked them to stop calling and the response I received was that they would give me a $50 gift card. I let them know I wasn't interested and the individual continued to try and sell until I eventually just hung up.

  

  Business Response

  Date: 08/22/2023

  Thank you for the outreach on Complaint ID #********. We would first like to apologize if our communication efforts have caused this customer any type of frustration, as that is never our intention. We were looking forward to working with this customer; however, we understand now is not a good time. We will cease communication to this homeowner. We hope they will keep us in mind for any future work. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:02/11/2023

  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 have paid them over ************************************************************************************************* complete I was told that they would have a crew out yesterday One guy showed up for about 45 minutes told me he was going to get materials he called me 2 hours later said having trouble matching yr grey can we use white j channel I said no I called ********************* at 4pm to which he said I'll call you right back he never called

  

  Business Response

  Date: 02/16/2023

  Thank you for the information regarding Complaint ID #********. This customer's products are installed into his home. The concerns that remain are with the exterior j channel and capping trim work. We understand, and agree, that we would like for this work to be completed as soon as possible and will continue to work with the homeowner to ensure that this does get done in a timely manner. He is actively working with multiple leaders within the company and we are working to set up an inspection visit with our Field Manager as well. All of his concerns are covered under the lifetime warranty that we offer, and we look forward to getting this resolved. We appreciate his continued patience and look forward to getting our next visit scheduled. Thank you for the opportunity to respond.