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:10/03/2025

  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.

  On about May 27 I ordered replacement of the last 6 windows on our house. We had previously had 20 windows and the front entry door completed without issue. The contract was written for 6 windows an attic vent fan cover and a free entry door which we had a coupon for. Order was made and financed through ********. The Windows came in early and were installed about July 10th. My wife contacted our salesman to check on the door and attic vent. The salesmen sent info for us to select the door style. The salesmen stopped responding to information requests for info on the vent or the door. I called the office and asked to talk to his manager who I was told would get back to me when he got back in the office. That was about August 6 I have received no further information.I am about to make my fourth payment to ******** for this loan, I'd like the attic vent to be installed and the free entry door to be installed.

  

  Business Response

  Date: 10/08/2025

  Thank you for the information regarding Complaint #********.After reviewing the signed agreement, we confirmed that the customer was contracted for six replacement windows and a siding project. A new entry door was not included in the scope of work. All products and services sold have been or are being completed as contracted. Our Operations Manager is currently in contact with the customer to discuss possible next steps outside of the original contract. Additionally, the attic vent installation is scheduled for October 9th to complete the contracted items. We remain committed to maintaining open communication with the customer and ensuring that all work included in the signed contract is completed. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/09/2025

   
  I am rejecting this response because: Universal Windows called on yesterday (10/8) to schedule coming today between 1 and 2 PM to complete the attic vent installation and they didn't call or show up.  My wife called **** ****** after waiting all afternoon and left him a message and received no response.

  When I spoke with **** ****** yesterday he asked if I had a copy of the coupon for the free door with window.  My wife had a stack of Universal Windows coupons that she had been saving and **** ******* got the coupons when he was here in May when we placed our order which included a free entry door.   We showed him the door we wanted replaced.  He sent choices on July 28th to select the door style and then he said he got "pushback" on the door on August 4th.  This is likely because he failed to include the door when he wrote up the order.

   

   

  

  Business Response

  Date: 10/13/2025

  Thank you for the response regarding Complaint #********. We sincerely apologize for the delay in completing the attic vent installation. The necessary vent material is currently on order, and our team will promptly contact the customer to schedule the installation as soon as it arrives. We regret any inconvenience this delay may have caused and appreciate the customers patience and understanding.Regarding the door concern, our representative, **** ******, is in direct communication with the customer to address this matter. While the door was not included in the original contract, we are actively working toward a customer satisfaction solution. ********************************************* remains committed to ensuring all aspects of the customers contract are resolved. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/15/2025

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

• Initial Complaint

  Date:05/13/2025

  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 purchased new windows for my entire house in November **************************** March 2023. All windows are fine with the exception of 1 which leaks when it rains. I called the company immediately and twice they have sent people out to evaluate it. They keep insisting that it is not the window, but I never had a leak before the windows were installed. I've had the roof evaluated as well as the gutters and no issues have been noted. I have called Universal and have attempted to send pictures of the water that is collected from the leak. I have to keep a bucket under the window to catch the dripping water. It has now impacted my floors. I need this window to be replaced. My last contact with Universal was in September 2024 where I was advised that I would now be subject to a $149 service charge to have someone come out to evaluate it again but I have not received a visit or a follow up call on my issue.Please help.

  

  Business Response

  Date: 05/19/2025

  Thank you for the information on Complaint ID #********. We were last out at this customer's property in May of 2024 to investigate their service concerns, and our technician determined that the window was caulked and sealed properly. After reviewing the details of this complaint, we also spoke with the customer and have scheduled a return visit for this week, 5/21, which will be our first visit out to the property in about a year, so that we can investigate the service concerns that they currently have on the window. We appreciate the chance to come out to the property to inspect, as part of our commitment to the lifetime warranty on the project. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/01/2025

  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 purchased a full replacement of all my windows. The sales person, **** *******, used as a key selling point that the company doesnt use contractors, only ****. This was given as one of the reasons they are not the cheapest window company around. It was presented as a major selling point for both quality and value and warranty. It is one of the reasons I was willing to go with this company. However, when my windows were installed immediately after I signed the paperwork, the person who did the work told me that they were a contractor. I did attempt to reach out to the company for assistance with this and they were not responsive. I was promised services that were more valuable than I received. These are deceptive business practices and this is fraud.

  

  Business Response

  Date: 01/06/2025

  Thank you for the information regarding Complaint ID #********. We would like to offer an apology if this homeowner feels at all misled after their sales appointment, as that is never our intention. Our installation crews are valuable team members that our internal team schedule each day to install our products. The installation and parts are all covered under our lifetime warranty, too. Our Sales Manager and the Sales Representative on this project have both attempted to reach out to this homeowner to discuss their concerns, but have not heard back from the customer. We want to assure this homeowner and the BBB that we are committed to our customers,our crews, and our products. If this homeowner has a warranty concern, we hope they will reach out to our Customer Experience Team ************************ so that we may assist. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:

  1. I sent a letter via postal mail to the company asking for a written response which I did not receive (after not being taken seriously over the phone on 3 calls). I had a sales person email asking to call me. I replied that I wanted the written response I requested. I have not heard back. The company is being dishonest again saying they havent heard from me. Email attached.

  2. This response does not in any way acknowledge the issue, that contractors were used when I was specifically sold the value and quality of a company that does not use contractors.

  3. The company has not made any offer to make this right. I paid a premium for promised services I did not receive.   

  If this goes to court, discovery will find that they teach their sales people to sell the fact that their contractors do not use contractors. Also it will come out that this is what I was promised. This is fraud and deception. The company hasnt made this right, or even really addressed it in my 3 calls to them, to my postal mail, to my email, and now here through the BBB. If they dont take this seriously Ill have no choice but to take this to court next  

  
  

  

  Business Response

  Date: 01/13/2025

  Based on the response outlined in response to Complaint ID #********, our Sales Manager has replied to the email chain sent by the customer to help provide additional clarity on this situation. We want to be clear that at no point was there any intention of fraud or deception when it comes to the information provided to this homeowner. If there was a miscommunication, we sincerely apologize. We maintain that all our install team members, while independent, are handpicked by Universal Windows to work with us Monday-Friday and offering an Installation Masters Certified experience on our installs.

  This customer has been provided with the installation as outlined in their agreement, and we remain committed to that along with the warranty on both the installation and products installed. 

  Please let me know if you need any additional information from me. Thank you for the opportunity to provide you with this information. 

   

• Initial Complaint

  Date:04/24/2024

  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.

  6 years ago we had Universal Windows and Siding side our house with their lifetime guarantee. 3 different sub-contractors and a month later our house was done. It looked like a shotty job, but I am not in the siding business. We have had siding fall off our house twice over the past 6 years, first time they had to pay to have my car painted since it hit my car. Most recently 2 pieces have fallen off in different spots but in the same area as the first time. It's been a month and a half and still no resolution to their lifetime warranty. They sent someone out in early March who told us and Universal it was a bad job and needed to be fixed. It is April 24th and I have given them enough time, they don't call back when they say they will. 3/20 they needed a couple days, it's been over a month and I am still missing siding on my house. DO NOT RECOMMEND! Nothing has ever gone well with them except for them getting our money, they don't take care of things post sale, it takes multiple phone calls and they don't do what they say they will most of the time. They have pictures already, have acknowledged the issue but don't resolve it while I have more siding ready to fall off my house due to their inability to even come out and put a temporary fix up (the siding that already fell off).

  

  Business Response

  Date: 04/25/2024

  Thank you for the information regarding Complaint ID #********. We recognize that this homeowner is frustrated with their project and their open service concerns, and we do apologize for that. We would like to reiterate our commitment to bringing about a resolution on their project. The homeowner has spoken with our Senior Operations Manager, who is actively working to get the next steps organized for them. We will continue to follow up with them directly so we may bring this matter to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:04/18/2024

  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.

  Install took place on 3/30/24, was completed in 1 day. There were 3 gentleman completing the install. There was supposed to be 4 gentleman. When all was done, asked about ******** and was told give it 24hrs to settle. Went out of town the following week. Came back, called universal windows to follow up on craftsmanship of the work. Also called to find out about why universal windows had not established inspection with the city. Contractor came out on 4/15/24 to assess the situation. ********* was bothered that he was going to be there for a duration of time. Claimed it was his best team who did the install, at the gentleman's own statement they may have to find clips or another material to get the trim to lay flat. Told the gentleman all of a sudden we are getting flies in between the screen and closed window. His response was we have heard that before but perhaps the fly existed before the install. The gentleman left shortly after never said when they would be coming back, what next steps are or anything. I reached out to the sales representative ****. He gave me 3 email addresses, I sent an email with photos and havent heard from universal windows. I am the one calling them day after day and I get no where. We want communication from universal about next steps and when the city will come do the inspection. It is ridiculous that we have to chase an organization who stands on a reputation of customer service and craftsmanship and we aren't seeing any of that at this point.

  

  Business Response

  Date: 04/24/2024

  Thank you for the information regarding Complaint ID #********. We recognize that there has been some confusion regarding this customers project and are happy to provide the clarity needed. While we appreciate the customers efforts to set up the final inspections, this is actually done by our company as we are the ones who pulled the permit, hold the license, etc. This created some confusion between all parties involved; however, our team will schedule the final inspection with the city directly. We do wait until the open services on a project, if applicable, are completed, and we did have a return visit to this homeowners property to ensure that we addressed the concerns with their caulking. This has been completed, and we will work to get the inspection scheduled. We appreciate the customers assistance but will be sure to manage the final steps to get the city inspection completed. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:02/20/2024

  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.

  As a repeat customer I hired UWD and UWD agreed on January 10, 2023 to replace and install windows and French doors in my house. The French doors were damaged in transit and UWD agreed to complete the installation with undamaged doors prior to my final payment of $1,050.UWD visited my home 2 additional times last year with the promise to replace the damaged doors with undamaged product.Both visits were unsuccessful and *************** explained that he would need to re-order the replacement parts and re-visit the property with additional labor, since the job turned out to be too much for the one worker to complete.UWD has been calling almost daily for the remaining balance."*****" left a voice message on 02/12/2024 that the replacement parts had arrived and she was ready to schedule the final install.I called "*****" on 02/13/2024 and spoke to ******** who explained that the purpose of *****'s call was to collect the final balance of $1,050 and that UWD would NOT do the final install until the balance was paid.I explained that I have been asking for months that a Supervisor visit the property to see first hand the damage to the interior walls that the two previous attempts to replace the damaged doors had caused.I explained also that I had been told months ago that it was OK that I give a personal check to the repairman once the job was completed, but now UWD has reneged on their commitment.They are demanding the final payment up-front BEFORE the final installation of undamaged doors.I explained also that I did not think that ***** could call with a voice message that she was calling to schedule the installation, when in fact ***** is simply a debt collector.I asked again that a Supervisor visit the property, but ******** said simply she would mention this to her Supervisor.

  

  Business Response

  Date: 02/22/2024

  Thank you for the response on Complaint ID #********. We understand this customer's frustration as a result of having multiple return visits after the initial installation, and we apologize for any inconvenience this has caused. We would like to clarify that their products have been installed since May of 2023. These return visits were for replacement pieces and parts, as covered under our lifetime warranty, and in doing so, shows our commitment to ensuring this customer is satisfied with their products. At the same time, we did have to communicate with the customer regarding their balance owed, as previously mentioned, their products had been installed. We will continue to service a project for the lifetime that the customer owns the home, and that is why it is important for balances to be collected in full. We have been in communication with this customer to collect the remaining payment and set up our return visit which is pending confirmation from the homeowner. We are also coordinating a Senior team member to be at this visit, per the homeowner's request. We appreciate their willingness to work with us as we bring this to a resolution. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 02/22/2024

   
  I am rejecting this response because the facts disagree with the business response.   

  AT NO TIME has the installation been completed with undamaged parts.   At the initial install, the installer apologized that the doors were damaged in transit, but that he could install the damaged door which would be replaced by the company in a timely manner.   A repairman visited the property several weeks later and said he could NOT repair the door but would order a replacement door or part.

  Once a part arrived, the same repairman showed up and proceeded to break the replacement part.  He also damaged the surrounding drywall and paint which he acknowledged.

  He took the paint color code with him and promised to bring drywall repair and paint to fix the damage to the wall.

  AT NO TIME has *** installed UNDAMAGED PRODUCT.    THAT'S WHAT THE *** installer told us to our face.

  AT NO TIME has *** send a written demand for the final payment for the balance of $1050.

  That balance HAS BEEN PAID, so that issue should not be an excuse for *** to delay any longer to finish the ORIGINAL INSTALLATION OF UNDAMAGED DOORS.

  It is NOT a warranty fix.   

  WE ARE STILL WAITING FOR THE FINAL INSTALLATION OF UNDAMAGED PARTS.

  *** is either being untruthful, or their installation crew is not being honest with us or their company.

  I am not responsible for the truthfulness of *** employees or contractors, nor am I responsible that their employees act on my repeated requests to send a supervisor out to the property.

   

  
  

  

  Business Response

  Date: 02/23/2024

  Thank you for the additional response on Complaint ID #********. While we understand this customer's frustration, the final balance on the project is due at the time of installation, and this customer's product has been installed. That said, we have worked with him on the balance due on the project to get that resolved, and we have confirmed a supervisor visit with this customer, per his request. We look forward to our upcoming appointment to address the open service concerns and to have a walk through of the project with the customer. 

• Initial Complaint

  Date:02/13/2024

  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.

  We purchased windows $21,000 on May 9, 2023 and later that week we ordered a French Door ($16,000). On June 28, the windows arrived and were wrong. The colors were reversed to the way I ordered them. They had to be remade. The remade arrived and were installed on August 16, 2023. This was a delay of 8 weeks to the original order. The French door that we ordered arrived on October 3, 2023. The door was wrong. It was supposed to open to be a right hand inswing and it was a left hand inswing, and we are missing the door k*** on the right side. The installers sprayed foam in the holes to prevent air from coming in or out. I did receive an email stating that our new door would arrive on February 7th. It is now February 13th and we have no idea when the new door will arrive. I have asked for updates multiple times and no response. In the past they call with updates and won't put anything in writing. After 3 emails I still have no response even though I ask for a written response and have not received a phone call with an update. I have paid all but around $1,800 dollars for the door and the windows are paid in full. I am completely dissatisfied with the communication and performance with Universal Windows Direct and would not recommend them to anyone. In my last two emails to them I told them that I was going to file a complaint with the Better Business Bureau and still no response. I also never got a breakdown of what each of my window's cost. I had to sign on an ipad and then ask multiple times for a breakdown of the cost, but I only got paperwork emailed to me with the total cost on the windows of $21,000 and did not receive anything on my windows.The French door was ordered in May 2023 and it is now February **** and I have no idea when the door will arrive. I still have foam in the holes to keep air out. If/when the door arrives I don't feel that I should owe the final payment of $1,800 due to the mistakes and delays.

  

  Business Response

  Date: 02/21/2024

  Thank you for the information regarding Complaint ID #********. We want to first apologize that after the initial installation appointment, we had to reorder this customer's door. Despite our best efforts to ensure everything is measured and ordered properly, mistakes can occur, and when they do we work to get them resolved as quickly as possible. In this instance, we did have to reorder the entire door unit for this customer. The door has arrived, and we have scheduled our return visit to this customer's property to get this installed. We appreciate their patience as we awaited the new door to complete in production, and we look forward to our upcoming appointment to get it installed. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 02/21/2024

   
  I am rejecting this response because:
  
  This is a standard response.   It is not a personal response to my complaint.   The door was not measured wrong the door opened the wrong way and didnt have a complete set of handles.  My windows were made the wrong color.  Yes mistakes do happen but they in no way communicated an apology or kept us in the loop of the remake process of the door or windows.  You can also tell them this complaint will not be resolved until they agree to discount the balance.   Period!

  

  Business Response

  Date: 02/22/2024

  Thank you for the additional response on Complaint ID #********. We would like to clarify that the response provided was not a standard response, the details of the order are confirmed at the time of the measurement. Regardless of that fact, we have recognized and do sincerely express our apologies for the error that occurred that caused this delay. It is never our intention, as our goal is to get the installation completed at that visit. Our intention is to get this work completed, and we look forward to doing just that at our upcoming visit. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:02/12/2024

  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.

  In late 2023, Universal Windows replaced 18 windows in my house. During the work, the cover for a light fixture came off and was damaged. The damage was noted on the final inspection of the work. The fixture was nearly two feet above the window they were working on and mounted on the ceiling. Since replacing just the cover was not feasible, the fixture had to be replaced.Universal advised me to handle the replacement and send in a receipt for the work. Then they refused to reimbursement me for the new light fixture since they claim their workers did not actually touch the fixture. That is a ridiculous excuse since they clearly caused the fixture cover to come off by using excessive force to remove the old window and install a new one. The workers did not take proper care and rushed the work. I seek $228.42, which is the cost to replace the damage light fixture. This represents less than 1% of what I spent on the 18 windows Universal installed. It is hard for me to understand why Universal Windows is not willing to accept responsibility here and instead create a dissatisfied customer over this amount.

  

  Business Response

  Date: 02/19/2024

  Thank you for the information on Complaint ID #********. We would like to first apologize for any inconvenience that this has caused the customer since the installation. While we do believe that, after reviewing, the light was already loose, we would like to clarify that our team has to be able to remove the existing window from the opening. The excessive force that this customer is referring to is simply the force required to remove the window from the opening. That said, we will review the information provided about the damage and follow up with the customer to determine if we can bring this to a resolution for them! We will reach out to them directly to follow up on next steps so that we can bring this matter to a close. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/23/2024

  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.

  They are not fixing the problem need to fix sliding, windows and roof

  

  Business Response

  Date: 01/30/2024

  Thank you for the information on Complaint ID #********. We would be happy to reach out to this customer to discuss their service concerns as our last communication from them was in 2022. We look forward to the chance to speak with them to better understand how we can bring about next steps for action. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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.

  Wrong windows (painted tan instead of vinyl tan) and frames (accept full screen instead of half screens) installed. Want the windows and frames that we ordered and paid for installed.

  

  Business Response

  Date: 01/16/2024

  Thank you for the information regarding Complaint ID #********. We want to first extend an apology, as we recognize that there was some miscommunication around this customer's expectations and order. We have had the chance to speak with them extensively regarding what we can and cannot order for them, all as an act of customer satisfaction to get this corrected. We have landed on them keeping what they have, as it provides the best possible solution. We appreciate the chance to review and respond, as well as work with this customer ************************ on their project. Thank you! 

  Customer Answer

  Date: 01/16/2024

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