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:07/05/2023

  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.

  The company ruined a lot of brand new landscaping including a $30,000 pond that was all completed the week before their arrival for putting new windows in. Caulk in my grass, rocks and on my new plants. They slid and threw parts of the windows out of the opening down the roof and on to the land below having to clean up nails from the windows. I also had to clean up after these men left each day (2day project) because they left caulk bottles, windows remains, etc from pulling out the old ones and putting in new ones. Broke some of my brand new landscaping lights and smashed several plants in the landscaping. One of the guys tried to use a window to open the front door (which was also brand new) scratching up the door. Very unprofessional company. I have contacted them for over a month with no response back. They said they would pay to have things fixed and I have yet to see any progress towards it. I’ve spent an extra $100 in the last month in water filling up the pond they put a hole in in the process of throwing stuff out the window. I now have to have the entire pond ripped out and replaced because you can’t just patch it.

  

  Business Response

  Date: 07/10/2023

  Thank you for the additional information regarding Complaint ID #********. We have been discussing the alleged damages with this customer in order to bring about a resolution. Based on the scope of what the customer has alleged was a result of our installation, we will be working to file an insurance claim in order to bring this to a close. We can have our team reach out to discuss the next steps on their project. We appreciate the chance to respond, thank you. 

  Customer Answer

  Date: 07/10/2023

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

  The business has not been in contact with me in over a month. I have sent numerous emails and have called at least every week or multiple times a week to get any answers on them fixing what they broke. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 07/14/2023

  Thank you for the response on Complaint ID #********. We can confirm that as of today, 7/14, we have spoken with the customer directly about next steps on their project to bring about a resolution. We apologize for any phone tag, but appreciate the chance to connect with her. We will continue to work with her through this process and as we navigate the insurance claim. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:06/02/2023

  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 had them install 24 windows, 8 out of the 24 windows are not put in correctly and two or three of the windows I was informed that they need to replace totally. I had the windows installed 06/2022. After they installed the windows I called the business to see when they would wrap and seal the windows, so they sent a supervisor. they clearly stated that there was something wrong with all the windows installed. None of the windows were installed correctly. A month later they sent two guys out to wrap and seal the windows. Then the one guy approached me with paperwork to sign, but the finance company informed me not to sign anything until they complete the work and I am satisfied with the work. I informed them when they complete the work with correction then I will sign the paperwork. I have not heard anything from them since then. This all happened last year. This started calling me last month in May/2023 to get a payment. I did not respond because to them. I decided to contact the BBB first. I want the work completed with corrections.

  

  Business Response

  Date: 06/07/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review the details provided by the customer. We have involved our Operations Management team, and our Operations Manager has reached out and left a voicemail for this customer to discuss next steps so that we may bring this to a resolution. We look forward to their call back so that we may get this taken care of for our customer. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:06/01/2023

  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.

  On April 27, 2023 We got the sliding door ($4000) installed by UWD people who were late for half day (no one there values your time). The doors were installed with the huge defect: grids are different sizes!!! Why would you start the installation without checking the product first. (The inspection is lacking quality). We were not controlling the installation process – it is not our job at all, and We only saw the end of it: the result - the doors with different sized grids. You can't trust this company from the beginning....
  I called several times and filed the request to change the grids right away. No one there to reach right away, they call week later and Customer Service stated that UWD does not have "GREAT INSPECTION SERVICE” (blaming others), but they will fix the problem. We asked to be compensated for moral, emotional, financial discomfort and they said that “Money will not make us happy” and they do not do that, but they will fix the issue (No one should assume that will make you happy, but in our situation I tell you – money will make us very happy and satisfied!!!!!!). I reached Sales person once and he reassured me that he checked and file request for me and said that they have grids in stoke and it will be fixed asap (Lie), and said he will be there if we have any concerns in the future. After that he is disappeared and never answered the phone again…..
  We called customer service again and they said that will be reached back on May 29th to schedule the date for the grid change. Today is June 1st, 2023 and It is been over 6 weeks that me and my family looking at defected, not aesthetic, expensive sliding doors that UWD is not taken the responsibility of fixing.
  We are remorsing and regretting to do this project with UNIVERSAL WINDOWS DIRECT for these facts:
  1) UWD - the price is not cheap and Sales people untrustful
  2) UWD - does not value people time, discomfort and privacy
  3) UWD - inspections is incapable to see the defects - lack of quality
  4) UWD - custom service is rude, not knowledgeable and uncapable to provide any factual information about anything.... no dates, no timing
  5) UWD - no compensations for all of the above, company that even do not care about their name, just grabbing money and do so so job, unresponsible business.
  
  I will not recommend this experience to anyone! Our big project was around 35K with the UWD company and I’m glad that we are started only with the ONE project first.

  

  Business Response

  Date: 06/05/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize for any inconvenience that the misaligned grids have caused this customer, as that is never our intention when entering into a project with a customer! We appreciate their business and we are proud of the value offered through our lifetime warranty. The door sash panel on their sliding glass door was reordered to correct the issue with the misaligned grids. While we understand that it is not ideal to have this occur, it is an esthetic concern we are working to address as quickly as possible. The customer was able to speak with a manager at the end of last week about their project, and we will follow up once the new door sash panel has arrived so that we can work to get this corrected for them as quickly as possible. We appreciate their continued patience and look forward to bring this to a resolution. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 06/13/2023

  The issue was not resolved yet, they suppose to come on June 15th and hopefully fix it, I’ll keep you posted

• Initial Complaint

  Date:03/27/2023

  Type:Delivery 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 purchased replacement windows 9/7/2022 with full screens, paying extra for the full screens. On the day of install in November, half screens were brought to the house. The installer said he had reported the mistake to the company. I never heard from the company. I called several weeks later and the replacement full screens had not been ordered, but the order would be placed. I called again after 6 weeks and was told the order had been lost/canceled and another order would be placed. 6 weeks later I called to see if the screens had come in and they had and I set a date to have the screens installed 3/22/23. 4 of the 12 screens were incorrect sizes. I called again 3/27/23 to see if an order had been placed for the 4 screens and it had but they couldn't tell me anything else so I could verify the correct sizes were ordered. I asked to have the sales manager to call me. I was told I ordered half screens more than once which was not true according to my contract. The company blamed the manufacturer on two different occasions for the screens not being correct with the original order and when the replacement sizes incorrect. When the original order came into the company they were supposed to check the order for accuracy and when the replacement screens arrived the same should have been done. 6 months later I still don’t the screens I paid for. Notice the company never reached out to me to rectify the issue. I did receive emails from the company which didn't provide useful information.My job number is *** **********. I consider this poor service and poor customer support. The company never apologized for my inconvenience and their lack of follow through. I want the company to order, deliver and install the correct full screens on my windows. I want my order to be rushed so that I can be finished with this company!

  

  Business Response

  Date: 04/17/2023

  Thank you for the information regarding Complaint ID #********. We sincerely apologize both in the delays in the screen orders, and the delay in response to the Better Business Bureau as the complaint email was getting caught by the **** filter for our company. We appreciate the chance to review the complaint, as it is never our intention for a homeowner to feel frustrated by our ordering process. We will follow up on the open order so that we may provide an updated estimated arrival date of the screens needed. We are committed to resolving this for the homeowner as part of our commitment to our agreement and our products. We appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 04/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the screens. I called the company today and was told the screens should be received at their location May 10. After they arrive they said I would receive a phone call to set up installation. In  my past experience with installation that means I will wait another month for installation. I will not accept the company’s response until my screens are installed considering that my windows were installed in November 2022 and I still don’t have all of the correct screens.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:02/25/2023

  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.

  This is my story, this nightmare started on 05/13/2022 my order was to replace windows, a back door with a storm door and a main entry door. First, I had to wait 5 months after getting news about my installation, they told me that the installation for everything could happen in one or a maximum of two days. That day (9/29/2021) windows were only installed; they brought a door but size and swing side were incorrect. I had to wait almost a year to hear about the installation of my doors, ******* visited me on August 2022 to say that the color I choose for my main door was not available anymore, so I picked a new color and I didn’t hear back from them until December 2022 to schedule the installation however didn’t happen until January 2023, guess what! They only installed the back door, the storm door had incorrect side swing and the worst, they didn’t bring the door, I was told the door was never ordered! The back door was ordered with a new leverset /Handle set and for any reason was missed. I got a call from the ********** ******* as I was really upset about this situation however didn’t happen, he supposedly was to call me regularly to give updates but that never happened.
  Installation for the storm door was scheduled for this Friday (2/24/2023), I just received a voice mail basically saying that the installation was not on the installation crew had other jobs to do and that my installation was not scheduled. I had to request PTO to be at home yesterday, they just don’t think all that I need to do to organize my day for the installation.
  I have names, emails, voice mails and records of everything but my intention is not to affect people but this company as an organization is a mess. I started talking with my attorney to request compensation for all my time invested but will be an onerous process.
  I really hope that someone in a higher level at Universal Windows can see my message.

  

  Business Response

  Date: 02/28/2023

  Thank you for the information regarding Complaint ID #********. We want to first apologize that this homeowner has experienced delays on their project. That is never our intention when starting a project, and we would like to apologize for any frustration that it has caused. We have been actively working to ensure that all of the concerns highlighted can be addressed. Our ****** ********** ******* has been looped in and is actively working to connect with this homeowner so that we may discuss, in detail, the next steps. We appreciate this homeowner's continued patience and we look forward to being able to connect with him in order to bring this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/03/2023

  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.

  Universal Windows Consultation: May 17, 2022 Measurements: June 6, 2022 Installation: August 9, 2022 Punch List: Sept. 14, ***** ************** about problems with installation sent photos: Oct. 17, 2022 Fix some issues: Dec. 5, 2022 That is my time line with this company. The job still is not complete. I have just received a email stating I'm behind on payments in which I haven't received a bill or statement from them. They are going to send it to a collection agency. Now mind you I have not received anything from them and now it's collection agency. It has been the most awful experience I have ever had with a company. I would never recommend them and feel they should really be looked into. Each time I had someone at my home it was someone different. The wait for windows were extremely long, Installation was shotty, didn't even have all my windows. Brought a broken one thinking it was my bathroom window. They thought it was rainglass. This company has many complaints. Wish I would have really really dug into them. I am at a point where I just don't what to do. Job still isn't complete. I have a email saying g I'm being g sent to collection agency and the windows are worse than ones a had replaced. There is so much air coming in my home its ridiculous. I went with them because they finance and unfortunately I don't have thousands of dollars to pay out right. However I shouldn't be treated as if my business doesn't matter. I am so sick about this company. Wish I could just give the windows back and warn anyone and everyone about this company. Thank you,***************************

  

  Business Response

  Date: 01/12/2023

  Thank you for the response on Complaint ID #********. We appreciate the chance to review this homeowner's concerns and their project with us. Our Operations Manager had the chance to speak with them directly and we have scheduled a return visit so that we can ensure that any open service concerns that this homeowner has with her windows are addressed. We are also working to get her questions answered related to her financing plan. We look forward to our upcoming appointment and to bringing this to a resolution with our customer. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  Here is the correct address.

  *************************. Louis, ** 63146

  Customer Answer

  Date: 12/29/2022

  Several weeks ago I had a representative come to my home and give me a quote for window replacement. My husband and I decided not to proceed with replacement and promptly let our representative know. Since then Universal has called me up to 20 times per day even on the weekends. I would like for this harassment to stop please.

  

  Business Response

  Date: 12/30/2022

  Thank you for the outreach on Complaint ID #********. We apologize if our communication efforts have caused this homeowner any frustration, as that is never our intention. We will work with our team internally to ensure that communications cease. We hope they will keep us in mind for future projects. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 12/30/2022

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

• Initial Complaint

  Date:12/18/2022

  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 universal windows come out to quote me for windows. My quote was $13,418. I financed it. That is a lot of money for the job that they did. I have waited so long to upgrade my home and make it look nice and this company did the messiest job I have ever seen. They did give a disclaimer before hand that there may be some scratches on walls or window sills after the job. I understand that. My brand new windows are scuffed around the inside edges. The caulking job around the windows is extremely messy. There’s some caulk that got on the actual window. My window sills are not only scratched, but gouged from the tools used. They will all need to be patched. Wood is coming away from the window sill in my family room and I can not physically get it back in place myself. I have cracks in the wall near one of the windows in my bedroom. My living room window is what I’m most upset about. During my quote I included that I wanted my picture window sill in my living room replaced. It was torn up from a puppy we had. The guys came to do the job put the window in and when I asked about the window sill they said it wasn’t in the contract. I was suppose to have a wood window sill. The guy that quoted me said yes that was suppose to be included. They had already put the window in and said they would have to take the window back out to put the sill in. I asked if we could just do that after Christmas then since we are a week out. They said no we will go to **** ***** and get one and do it today. The window sill they got was not wood. It is pressed board that has dents and is already chipped and gouged up. It looks no better if not worse than what I already had before it was replaced. When they put it in they didn’t take the window all the way out like they said they needed to, instead they used a crow bar and pried the old windowsill out and shoved the new pressed board in. The job is extremely messy and for lack of better words half ***. This is not the type of work or job I thought I would get for $13,000. I am extremely disappointed with the job I was provided and would like these issues to be fixed. I want what I paid for, what I was promised.

  

  Business Response

  Date: 12/20/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to investigate this customer's project. Our Operations Manager was able to speak with her yesterday regarding her recent install. We will be working to coordinate a time for a team member to come out and help us ensure that her concerns are addressed as soon as possible. We are working on a date/time for our return visit to present to this customer, and we appreciate her willingness to work with us to bring this to a resolution. Thank you for the opportunity to respond.