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:10/24/2022

  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.

  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,
  
  *************************ion because they were told that they needed to use scaffolding to install the windows. I have requested UWD to discuss with me a reasonable discount for the times they have failed to make the two previously scheduled appointments. The offer originally of $200.00 off was not acceptable to me and since collection threats have started coming now and I feel it is necessary to file a complaint with the BBB for misleading and lying to me.

  

  Business Response

  Date: 10/26/2022

  Thank you for reaching out on Complaint ID #********. We apologize that this customer's installation had to be rescheduled, and for any inconvenience that it caused. We have installed all of this customer's product and have spoken with them directly regarding their compensation request to ensure this was brought to a resolution. We appreciate the customer taking our calls and are glad we could get this resolved. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/10/2022

  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.

  Complaint: 18193767
  
  I am rejecting this response because UWD failed to address the two break-ins that occurred by there installer (see attached evidence). This was a huge violation of privacy and their lack of remorse or action is beyond disappointing.

  In regards to the doors, it was communicated to us TWICE, when ordering and again in August, that our doors would be installed at the same time as the windows. It was not until 9/13 (after the break-ins) were we told it is all of a sudden now March of 2023. UWD claims the doors are in "production" but will not be ready until March of 2023, they will also not issue a refund.

  In reference to the sales manager, we have been bounced around from person to person and it is simply a way they have continued to shift blame and responsibility of the horrible missteps on their side. 

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

  

  Business Response

  Date: 10/12/2022

  Thank you for reaching out on Complaint ID #********. We apologize if the customer's experience has fallen short of their expectations and our own. The work on the windows was able to be completed, and we are just now awaiting the doors to arrive to our warehouse so that we can schedule the installation of the remaining product. If the customer would like to go down the path of cancelling the door portion of the order, we can have our Sales Manager reach out to discuss the next steps, as it is outside of the outlined rescission period as outlined in our agreement. We are committed and looking forward to installing the doors once they arrive. Thank you for the opportunity to respond. 

  

  Business Response

  Date: 10/24/2022

  Thank you for the additional response on Complaint ID #********. Our Senior Operations Manager has spoken with this customer ************************ regarding the installer being on their property. While we apologize for any miscommunication, the windows have been completed, and we remain eager to get their doors installed. There is no attempt to pass this customer around when it comes to the door project; only the clarification that if they would no longer like to move forward with that portion of the project, our Sales Manager would have to be looped in to assist with the next steps in ********** as the product has been ordered and is in production. We are committed to completing their project upon arrival of the doors and would be happy to provide updates on the estimated arrival date of the doors being delivered to the customer as we go. We appreciate the chance to respond. Thank you.

  
  

  Customer Answer

  Date: 10/31/2022

  Complaint: 18193767
  
  I am rejecting this response for multiple reasons. The first being there was never a miscommunication, the installer broke and entered into our house not once but twice as evident in the text chain screenshot we provided and Universal Windows has failed repeatedly to take appropriate ownership of this critical misjudgement and violation of privacy. Second, we were in contact with the sales representative and he shared that he can no longer talk to us and said we are only to talk to the ** for the region so there is in fact passing us around as to avoid taking any action. Next, we were told we would be contacted every 2 weeks with an update on our doors and no surprise they have failed at this as well. Lastly, we are seeking a credit for the horrible experience and continued lack of customer service. 
  
  Lastly, I have shared my experience with two close friends in renovations and happy to report that they booked renewal by ******** for their jobs. Im sure they will be much more satisfied with their customer service. I also plan to be interviewed shortly for a local news station on my experience and this will be shared in the entire St. Louis metro area. I want to do my part to help my community to not make the same mistake we did in choosing Universal Windows.

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

• Initial Complaint

  Date:10/03/2022

  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.

  September 30, 2022 this company ripped out my old windows and installed new ones, they also needed to replace a door , but claim they lost it. The new windows do not fit properly and the company is now giving me a huge run around. My property has been left in a mess,

  

  Business Response

  Date: 10/06/2022

  Thank you for reaching out on Complaint ID *********. We apologize if this customer feels like they are not getting the communication that they would like, and we have looped in our Senior Operations Manager on their project to help ensure we can get this resolved for them. We are actively working to investigate their concerns with the gaps, as well as getting the door installed at their home. We will continue to be in contact with them as we work to get this taken care of. We appreciate the chance to respond. Thank you! 

• Initial Complaint

  Date:09/16/2022

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because: I have continually informed this company that I do not get home from work till after 5:00 and I shouldn't have to  take off for their shotty craftsmanship, I have already Sent pictures and documents to the fact that ***** ***** has received a refund to the monies that they paid out. And furthermore I have not been contacted by them to set up an appointment for a walk through.
  
   
  
  
  
  
  
  Sincerely,
  
  
  
  ********** ********n my old ones and that was my original complaint was about until this spring and I got a really good look at how they were installed.

  

  Business Response

  Date: 09/21/2022

  Thank you for the outreach on Complaint ID #********. We have been attempting to work with this customer on scheduling one of our Service Technicians out to her home to assess the areas of concerns that she has presented. Our technicians work Monday-Friday between the hours of 8am-5pm. That said, our Senior Operations Manager has reached out to this customer directly to determine if there is a time he could come out to do a walk through while he is visiting the market. We look forward to hearing back from the customer so that we can get an appointment set. Thank you for the opportunity to respond. 

• 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.

  Hi, I have a big problem with this company. On 3-22-22 I purchased and paid $5997.00 for the installation of 7 windows and exterior capping of windows. On 5-25 the installers came and installed 5 of the 7 windows, claimed the other 2 windows were not correctly measured even though they came and measured the windows 3 times before installing. The crew damaged the exterior framework on all the window frames and told me to have ************************* whom has done $30,000.00 worth of work to my home in the same time frame as this company and have completed all their contractual agreements to make repairs contracted for. We have had to contact them for 3 months now to fulfill this installation and they give us dates to install windows and they call us the day they are to install and cancel appointment again. Universal Windows Direct has expensive advertising on television the line they use is I Love My Windows from Universal Windows Direct. Wow really, it appears this company is using false advertising. I'm truly feel the company and it's representatives are discriminating against myself and my family they lack transparency and open communication regarding customers. They lie and are not a quality company as they claim and someone should shut them down. This is a breach of contract. I'm tired of lies and deception and am turning this over to legal team and this is the 1st step in this matter. My husband whom is disabled had to try and fix the damage they did to exterior frames even though I paid Universal to do the window capping which they failed to do. On 8-12 they called to schedule appointment on 8-27, again they called and cancelled. I've already contacted Mo ************************ and am ready to retain an attorney to *** for breach of contract. I'm tired of the run around and fragrant disregard this company has sustained on myself and family for a simple window installation. All I wanted was to "Love My Windows from Universal Windows Direct, Unhappy Victim.

  

  Business Response

  Date: 08/30/2022

  Thank you for reaching out to us on Compliant ID #********. We would first like to apologize for the extended timeline on this customer's project, as that is never our intention. We were able to speak with this customer yesterday and have our crew returning to install the remaining windows. We are also gathering the receipts from the homeowner for any damages, as we want to ensure we get everything taken care of for her. We appreciate her willingness to work with us, and we look forward to our appointment so that we can get this resolved for her. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/25/2022

  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.

  Contract date: 02/21
  Down payment: $16,900
  30 windows
  
  Issue: Obscured Glass
  Sales verbally promised buyer(B) that switching standard for obscured glass in 1 window would not have an additional cost. UWD later informed B there would be an additional cost of $70.00. B agreed and paid.
  
  Tech came out and asked B if they would prefer obscured glass to match existing. B agreed. Upon delivery, obscured does not match previous. There is visibility into house. B contacted UWD about options and response was that since an amended contract had been signed B would be responsible for additional cost. B declined.
  
  Issue: Installation
  Install began 7/13 after 1 day delay on UWD's end. 3 days were scheduled. Install has been 6 nonconsecutive days. Windows are "installed", exterior capping is not complete. Parts of 1922 home are exposed. Scheduling has not contacted B for 3 weeks after multiple calls from B. There was damage to interior trim and windows don't reach top of box even though UWD took measurements.
  
  Issue: Defective Product
  After partial install B noticed issues with several windows like scratches in glass and vinyl frame and marks in the interior of the window panes. Tech was sent to visually inspect windows and determined 15 of 60 sashes (25%) needed replaced. Customer service(CS) later informed B that replacements would not be made under warranty until 80% of cost was paid. This is not a warranty issue. Acceptable product was not delivered.
  
  Issue: Window Screens
  Upon window delivery B discovered half screens had been ordered. B requested double hung windows but CS informed B that half screens were standard and would reach out to sales rep to inquire why full screens weren't offered. Upon later communications with CS B was informed that since it was on the contract B would be responsible for additional cost of $1,080.00 (estimated). B agreed.
  
  Upon additional conversations with CS, B was informed that new screens would not be made until 80% of cost was paid.

  

  Business Response

  Date: 08/26/2022

  Thank you for reaching out on Complaint ID #********. We were able to speak with this customer and have our return visit set to cap the exterior of the seven windows in need. The sashes with the defects, which we apologize if these have caused any type of frustration for the customer while we worked to diagnose this, are all on order. There is no cost for these as this is covered under the lifetime warranty that we offer.

  There would be a cost to upgrade to full screens, which we have provided to the customer. We would need the payment in order to fulfill that order if they would like to move forward with changing their screens.

  We look forward to our upcoming appointments, and we appreciate the chance to respond as we get this resolved for the customer. Thank you!