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:07/26/2023

  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.

  VERY UNSATISFIED with my replacement windows from UNIVERSAL WINDOWS DIRECT installed in May of 2023. Just prior a service rep came to my house & sat at my kitchen table and guaranteed that the 2 windows set for a total of 4 windows I would purchase would match in color with my other windows. I have white on the inside and taupe on the outside. Rep measured inside and reviewed color and then went outside to review same and then quoted pricing before leaving. Soon after, I was notified on the phone that if I purchased my windows, I would get an additional discount. Agreeing I would have to pay 1/2 the cost upfront then a portion of the cost after manufacturing and the rest when installed. When windows were installed, they were both white on the inside and outside. Of course, the outside did not match my other windows. Universal Windows refuse to remedy the error after speaking with top representatives several times. The mismatched windows can even be noticed from the busy road on HWY 42. Even the installers should have noticed this when installing them and said something. Perhaps the problem began with the sales rep not writing up the product correctly all I know is the product does not match as told they would.

  

  Business Response

  Date: 07/26/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond to this customer's concerns. After reviewing their account, we can confirm that the windows that they signed off on at time of sale were to be white on the interior and white on the exterior. This is the color of windows that were ordered, produced, and installed into their home, as per their agreement with our company. We are happy to have a team member reach out to discuss options if they would like to change those windows but we did install the windows that were on their agreement. We apologize for any confusion they have felt and would be happy to contact them directly to discuss options for next steps. Thank you! 

  Customer Answer

  Date: 08/21/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Currently, it is going on 3 weeks since meeting with a Universal Windows Direct senior representative that came to my home to reassess my complaint of having 2 sets of 2 windows installed that ended up being installed with the wrong color on the exterior. Therefore they did not match the rest of the exterior windows on the house. I have been disputing these Windows since installed in late April or early May with no one listening or making attempts to resolve the issue. When the sales representative came to reassess the situation he arrived with color swatches and other window equipment that I did not experience with the original sales representative. The second sale representative and I discussed that I should have been shown the color swatches to determine the color needed picking out myself which did not occur supporting the fact of how I received the incorrect color for my windows.

  While here the sales representative noticed that one of the screens on one set of windows had a defective screen and informed me that when he arrived back at the office that he would put an order in to have that screen replaced. I still have not received a call setting up the delivery of that screen or even an update on our visit. I was told that a supervising representative would be in contact with me within 2 weeks. Also, one set of windows in my kitchen are defective and I have had them out to look at them since being installed when a representative came to my home and added these Styrofoam blocks to the windows informing me that the condensation would not happen again. The condensation continues to happen nearly every day now and they are refusing to honor the warranty for the windows.

  I do not feel that I am being treated properly as a consumer and Universal Windows Direct is not honoring their warranties or even delivering a good product. Moreover, Universal Windows is sending out representatives that are not well trained and that do not protect the consumer's best interest with Universal Windows not delivering the correct product.  I do not know what to do I trusted that Universal Windows would be a good company since they are backed by the BBB. However, they have proven not to be a reputable company. Any help with this matter would be greatly appreciated.

  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/22/2023

  Thank you for the additional response on Complaint ID ********** 
  As previously mentioned, the products we brought out and installed into this customer’s home are exactly what was signed off on her agreement. Because of that, the windows would not have flagged to our installation team as being incorrect. Due to the custom nature of our business, and the variety of home projects our customers can be involved in when working with us, we do not necessarily question when colors are changing, or a homeowner opts for a new color product. We will execute our agreement with that customer. 
  That said, we understand that this homeowner does not enjoy the look of her windows, and that now she feels unheard. That is certainly not our intention, as we had our Sales Manager come to her home to discuss options for next steps with her directly.
  We are offering to address her concerns with a discount on replacing these windows with new products in a requested new color. Regarding the lifetime warranty, the customer has utilized this offering, as we have sent a Qualified Technician out to her home to assess the concerns she had with the operation of the windows. He was able to determine that the condensation the customer is experiencing is normal, especially when there is a stark difference between the hot air outside and the cooler air inside her home. Should there be any condensation between the actual panes of the windows, that cannot be wiped away, this would be addressed and remedied under the lifetime warranty, at no additional cost to the customer. Any repairs to the screens would also be covered under the warranty. To continue using the lifetime warranty, we will also need to discuss the balance owed on this customer’s account. There is immense value to our lifetime warranty and to continue to provide it, it is critical that we collect on the open balances due. 
  We remain willing to work with this homeowner and appreciate the chance to review and respond. Thank you! 
  
  

  Customer Answer

  Date: 09/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Universal Windows Plus contacted me today we still do not have a resolution. They informed me today that my complaint case was closed with BBB due to no contact from me by 8/31. I have been in contact with you so I do not understand. 

  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/14/2023

  Thank you for the additional response on Complaint ID ********** The customer is correct that we have actively been speaking with them about their account. We would like to reiterate that the products we brought out and installed into their home are what was signed off on their agreement. We are offering to address her concerns with a discount on replacing these windows with new products in a requested new color. We will continue to contact her to address both this and the outstanding balance on her account. We appreciate the opportunity to respond, thank you! 

• Initial Complaint

  Date:03/16/2023

  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.

  I ordered windows from Universal Windows on 10/22/22. The delivered the windows for installation on 1/18/23, but at that time, one of the windows they did not measure correctly so we had to wait an additional month for them to deliver the new windows. My husband took off for on 1/18 for this delivery so, needless to say, we were not happy about having to reorder since we had already waited 3 months and took off time for this.
  
  The new delivery was supposed to be today, 3/16/23, but they called this morning to let us know that they ordered only one window and they needed to put in another order and it would be more time for us to get the new windows. Again, time off work for delivery, no windows, and more time.
  
  I requested a refund but was told that they have never nor will they ever issue a refund. I am stuck with windows that I have waited for almost 6 months for and nothing in return. I want my money back and an apology for the way that they dismissed the issue as if I needed to just "deal with it".
  
  I tried reaching out to a manager, ****, after the first incident. He called me back and I missed his call so I returned his call and have not heard from him since. I reached out to my sales person, **** ****, about the issue. He was supposed to call me back and never hear from him after I spoke with him in January.
  
  I DO NOT recommend this company and hope that you investigate them. They stand behind a contract that states no refund, but treat their customers like dirt.

  

  Business Response

  Date: 03/17/2023

  Thank you for the information on Complaint ID #********. We would first like to apologize for the delays that this homeowner has experienced, and any frustration it has caused them, as that is never our intention. Our Operations Manager was able to speak with the homeowner yesterday afternoon to discuss this situation, and to assure the homeowners that we will get this corrected as quickly as possible. It is our priority to make sure the remaining two windows are made at the appropriate size and that we can get them installed as quickly as possible. We appreciate their continued patience and look forward to bringing this to a resolution. Thank you! 

• Initial Complaint

  Date:02/20/2023

  Type:Billing 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.

  1st installation date on 12142022, 11 windows were due to be installed. Because of incorrect measurements, only 5 windows could be completed.
  Today, 2182023 6 windows were supposed to get installed. Only 5 was able to get put in because 1 window was not cut accurately. I also have an issue with 1 of the screens and was told by customer service the installer could help me with that. He informed me that he could NOT help me with that so therefore, I still have that issue as well. You guys work so hard to get clients approved. The monthly payment gets deducted immediately and the project gets delayed. Not quite sure that is fair.

  

  Business Response

  Date: 02/21/2023

  Thank you for the information on Complaint ID #********. We apologize that this homeowner has experienced delays on their project, as that is never our intention. The remaining window has already been reordered, and we look forward to letting this homeowner know the estimated arrival date of that window once we have received it. We can also have a technician address the concern she has with the screen, as that would be included under our lifetime warranty. Regarding the payments on their job, the financing plan that they signed up for included payments to start 30-45 days from signature of their agreement. We appreciate her continued patience as we work to address the last window in question, and we appreciate the chance to respond. Thank you. 

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I have since discovered another screen that needsnto be looked at. I want some kind of estimate on how much  longer this project s goinf to take. I expect that promptly. I have been as patient as i can  be at this point.

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

  

  Business Response

  Date: 02/28/2023

  Thank you for the additional information on Complaint ID #********. We certainly understand this homeowner's desire to get the remaining work completed; that said, we are happy to schedule a technician out to be sure we can address any service concerns with the screens while we are waiting on the last window. The typical estimated timeframe on a reordered window like this is 3-5 weeks for production and delivery to the warehouse location. We will continue to track this homeowner's project closely so we can ensure this gets resolved as quickly as possible. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 03/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** ****
  
  
  
  

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• Initial Complaint

  Date:09/12/2022

  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.

  back in march and first of april i paid them 2519.00 for a deposit on windows back ordered for 10 - 14 weeks its been 6 months and no word from them weve been contacting them since july to no avail and theyve just gave me the run around today i wanted my money back and all of sudden they have the windows in a warehouse somewhere we just want our money back from this aweful company

  

  Business Response

  Date: 09/15/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize if this customer was frustrated about the timeline of their project. Delays can occur, and while we try our best to avoid them, that is why we provide estimated arrival windows. We have received their products, and are ready to install. If the customer no longer wants to move forward, they can cancel their agreement; however, there would be a fee as outlined in our signed agreement as it is outside of the initial three day cancel in rescission period. Our Sales Manager has reached out to discuss these options with the customer. We are eager to get their installation scheduled and look forward to getting the appointment set with the customer. Thank you for the opportunity to respond.