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:12/13/2023

  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.

  The problem is I'm still waiting for one of the windows I ordered in January 23 to be installed although the company has performed two installations. The larger problem is that they tore up the old window so since May I have one window which is not properly in the frame and not properly sealed. The dates are as follows The original installation was performed on 3/21/23. At which time it was identified the dormer window and the 2 half round windows were the wrong size. In addition, the 2 half rounds were the wrong design.I spoke with the operations manager who worked with the salesman to address the design concern and as a result a service ticket was opened on 4/10 (*****). The installation date to address the issues in the ticket was 5/18. They installed 2 half round windows which were still the wrong design with a commitment to replace once the revised order came in. However, the dormer window brought for installation was till the wrong size. Thus I have one window which has not been replaced and the old window was damaged and does not sit in the frame properly and this has been the status since May without any contact from the company.

  

  Business Response

  Date: 12/18/2023

  Thank you for the outreach on Complaint ID #********. We first want to apologize for the delays that this customer encountered on their project, as that is never our intention when working with our customers. That said, we had a chance to review their agreement with our company and we are working with this customer ************************ to bring about a resolution on their project. We appreciate the chance to review and respond and look forward to bringing this to a close. Thank you! 

  Customer Answer

  Date: 12/19/2023

   
  I am rejecting this response because: it didn't align to the request made. The business reached out directly and offered to order the window. In addition they admitted that my ticket was inadvertently closed. When I inquired about the timing for the replacement they couldn't provide an answer. I indicated that I didn't want them to order the window and wanted to continue through the BBB process. I want to have the window removed from the contract and a discount for the inconvenience, so I can have the issue addressed by a more customer focused organization. Had I not contacted the BBB, the business never would have contacted me
  
  

  

  Business Response

  Date: 12/22/2023

  Thank you for the response on Complaint ID #********. We want to first recognize that our priority will always be to fully execute our signed agreements with our customer, which is why we would prefer to order and install the remaining window on their agreement. That said, we understand that this customer would like for it to be removed from their agreement. We have spoken with them with regards to removing the window, and will be back in touch with the customer next week per their request. We look forward to bringing this to a resolution. Thank you! 

  Customer Answer

  Date: 01/08/2024

   
  I am rejecting this response because:
  

  The business offered to move forward with replacing the window, but when I asked the representative (******, Operations Manager) about timing to complete the installation he indicated he didnt want to provide timing because then the business would be locked in. This was the same representative who has indicated this window would be addressed since March and then May of 2023 when issues first came up. He is also the same representative who admitted lack of his mgmt. oversight was the cause for the work ticket being closed without the work being done. Per my previous claim the business offered to remove $**** from the contract, for which I responded I would have to consider it. After consideration I informed them that I wanted to have the area around the damaged window inspected before I agreed to anything else. The original window that came with the house was damaged by the installers in May 2023, when they pulled it out so they could install the replacement and discovered the replacement window was the wrong size. Because they had broken the original window, they were unable to re-install it in a properly fitted and sealed manner. ****** sent a service tech to assess the damage as well. Their findings were that there was no damage to the interior of the house to which I agree. However, they also indicated that the original window was not serviceable and needed to be replaced soon to prevent water damage to the interior of the house. A finding I was already aware of since the window is not properly fitted to the frame nor sealed (i.e. is VERY apparent the window is badly broken). Thus the offer to remove ***************************************************************** to be whole since the original window has to be replaced due to the damage caused by the installers.

   

  Desired Outcome:

  Id like to work through or with a representative other than the Operations Manager (******) who is admittedly part of the root cause for the installation service issues, and continued to indicate he would get the problems addressed since March of last year. The business can move forward with replacing the window if they can provide and complete the job within a finite timeframe (i.e. within 45 days). If that cant be done, then they should compensate me by removing the cost of the window from the contract. In addition, because the installers damaged the original window that came with the house to a point where it has to be replaced, then the business should cover the cost of replacing the window by another company.

  

  Business Response

  Date: 01/10/2024

  Thank you for the additional response on Complaint ID #********. A different team has been working to follow up with this customer, per her request. We have established the next steps we are taking and have the window on order. We have also provided the customer with the estimated timeline, as we cannot give exact dates due to the nature of the manufacturing process. We have set up a plan for updates and have an open line of communication for us all to ensure we are on the same page moving forward. We appreciate the chance to bring this to a resolution with the customer! Thank you. 

  Customer Answer

  Date: 01/10/2024

   
  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 at this time. 
  
  Thank you. 
  

• Initial Complaint

  Date:07/07/2023

  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 received a deal to have the windows and front door replaced in my house 5 months ago. We set it up with GreenSky financing on February 8, 2023, with the understanding that it would take 6 weeks to get the windows and doors fabricated before they were installed. That 6 weeks turned into 3 months. When they finally did show up, one of the windows which they had previously measured accurately, arrived in the wrong size and the door never showed up. They then told us we would have to wait another 6 weeks to get the door and corrected window. They came at an installed the corrected window in late June, but still no door. When confronted they said they did not know where the door was. They called the manufacturer and told us the door would be here today, July 7th. We called today and they said, "due to the holiday, they will have to push the date out further." We have lost any benefit of our "Deal" because we have had to start paying interest on the loan. We can't pay the loan off yet because we would lose any legal grounds to contest the service should they fail to deliver. The intent, and how it was sold to us was it would be no more than 2 months and we would be able to pay it off before it started accruing interest. Each time we had issues with them, they would not return phone calls or emails until we left a message stating we would be forced to contact the BBB. First, they had me working with ***********************, who came out to review the issues we were having. Then they had me working with ********************************* when ***** quit responding. Both said to call them direct should we run into any other issues and both have been less than responsive. Their lack of communication and lack of ability to deliver on their promises has left us feeling ripped off.

  

  Business Response

  Date: 07/12/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond. This homeowner is contracted for replacement windows and an entry door through our company. The windows are installed, and at the time of scheduling of that installation we did clarify that the entry door has not arrived yet, so it would not be installed at that first appointment. We recognize, and would like to apologize that there have been delays on the production of the entry door. We are working diligently to get a new estimated time of arrival for shipment to our warehouse. We are happy to provide that once received, and to continue to follow up with the homeowner so that once the door arrives to our warehouse, we can get them scheduled for installation as quickly as possible. 

  With regards to the financing, when they signed their agreement with our company, which included the information and process for applying for financing, there is a line item in the agreement that states that the "First Greensky payment will be due within ***** days from today if not declined". This is in reference to the date of signature of the agreement, and this is what the customer signed off on. We apologize if there was any confusion regarding their financing, and appreciate this chance to clarify. 

  We will continue to work to get updates on the door so that we may complete the remaining installation work. We appreciate the chance to respond, thank you! 

• Initial Complaint

  Date:05/23/2023

  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.

  Universal windows direct as unfinished my windows since August 2022. When they came for the first install, they left all the windows unsealed for months before they came back to sill all them which made my power bill skyrocket. I still have three windows that have not been sufficiently sealed and trimmed. A manager from Universal windows direct has been calling me every day to receive final payment even though the job has been unfinished. He will not give me a date for when the job can be finished. He only wants final payment and they still say they dont have the material to finish the job.He also threatened to send me to collections and not hold up my warranty.

  

  Business Response

  Date: 05/24/2023

  Thank you for the information regarding Complaint ID #********. We apologize if there has been any frustration around this homeowner's project. We are aware of the open service item to complete the interior trim work on the windows in question, and also are aware of the balance owed on the homeowner's project. We will complete this work as soon as the needed materials have arrive, and look forward to payment of the remaining balance in full at this appointment. We will continue to track so that, as soon as the materials arrive, we can call to schedule our return visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/25/2023

   
  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:04/14/2023

  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.

  Had new windows installed late February. Several installation issues which two different technicians observed and acknowledged. Since then, no communication or follow up. We have left messages on both local and corporate customer service phones and if we do get a live person on the line are told someone will call us back and they never do. We need these issues corrected. We have paid $16K to them and one tech actually said we were being too picky when we complained about windows being installed backwards, crooked and leaning out. also, several have already began to have condensation inside. We have submitted pictures to customer service but again, no one will contact us.

  

  Business Response

  Date: 04/17/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner feels that our communication efforts have fallen short as that is never our intention. Our team leader has reached out to discuss the homeowner's service concerns with them directly. We will continue to reach out, as we have not yet been able to connect with them over the phone, so that we may bring this to a resolution with the homeowner. We appreciate their patience and we look forward to speaking with them. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because:

  They have absolutely not tried to contact us. We even emailed our sales rep and he responded and copied customer service  Nothing. I don't know who they are attempting to all but it is not me or my wife ************* or ************.)

   

  
  

  

  Business Response

  Date: 04/21/2023

  Thank you for the additional response on Complaint ID #********. We were able to schedule a time to speak with the homeowner this week that was mutually convenient to discuss the photos that they sent and our next steps. We have reordered the glass to address the concerns with the grids and also will be working with the homeowner on the concerns that were brought up during the call. We have another follow up call set for next week so that we can keep an open line of communication with the customer. Thank you for the opportunity to respond.  

  Customer Answer

  Date: 04/24/2023

   
  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. 
  

  Customer Answer

  Date: 08/02/2023

   
  I am rejecting this response because:
  

  This is a follow up to my original complaint filed on 4/14/2023 (Complaint # ********). This was supposed to be resolved and I stated I was satisfied with the resolution on 4/24/2023. As of today 8/2/2023 it is STILL NOT resolved. IF they do actually show up, they are not prepared with the correct product and materials to complete. Since the initial complaint, a technician has been out only once and without the new windows we were promised. He was directed to turn the panes around to correct the backwards grid issue but realized that cannot be done. Finally got **************** to order new ********************** which were supposed to be installed yesterday 8/1. No technician, no call. Contact Charlotte office and left message (of course, no one ever answers the phone) and received a call back with the standard "apologies, blah blah blah). Was supposed to get a call back this AM but had to call them. They were in a "meeting" and that was why we weren't contacted. now saying the replacement windows will be installed Tuesday 8/8 between *****. ANOTHER day that we have to adjust our schedule to be home to wait on them to correct something that should have been dealt with months ago. No one ever knows what was discussed, Lack of communication is horrible. We just want our windows corrected as we have already paid the full amount.

  

  Business Response

  Date: 08/08/2023

  Thank you for the information regarding Complaint ID #********. We apologize that this customer has experienced multiple visits as we work to correct their service concerns under our lifetime warranty. The customer is highlighting a concern with grids that appear to be backwards in the glass. This is a very uncommon concern, which is why there has been some additional back and forth regarding the appropriate solution. We have our technicians going today for a service to help get this corrected, and are happy to follow up with the customer after this visit to ensure we are bringing this to a resolution for this customer. We appreciate their continued patience and we look forward to getting this resolved. Thank you for the opportunity. 

• Initial Complaint

  Date:01/20/2023

  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.

  If I could give zero stars, I would. My husband has been dealing with this nightmare for almost a year now. A YEAR. Horrible, lazy installation. Trim peeling off inside; the outside black trim was nailed on with WHITE nail heads, which had blown off in the wind and had to be tacked back in place by us temporarily. A faulty bay window installed and leaking onto my floors was supposedly ordered back in August. The manager or guy we continue to be put in touch with, ******, is beyond slack. Multiple calls questioning WHEN our windows will be fixed and the new replacement window installed (it takes about 15 attempts to get a response from this man). First, it was, "you are a priority since this is a remake from a mistake," then it was, "it's taking longer because they are white interior and black exterior windows" then there were just months of silence and no response. So we called the customer service line and not them ************************ in Charlotte, where we were notified the window was NEVER ordered. I was fuming. She assured us it would arrive by December. Here we are blowing them up again because it's January 19th, and nothing, no call, no update, not shit-you know why??? Because we have already given this garbage company all the money in full. Today the response from the said manager after, again, multiple attempts???? No apology, no explanation, "The estimated time arrival of the window is 3/20/23" in a TEXT. It is so unfortunate that you read reviews, do proper research on a company, and spend your hard-earned money to improve your home, only to get royally screwed. I am not one to sit and write extensive reviews, but if I can save ONE person from experiencing what we have had to go through, it is worth my five minutes of ranting.

  

  Business Response

  Date: 01/20/2023

  Thank you for the outreach on Complaint ID #********. We apologize if this homeowner feels as though the communication around their project has fallen short, as that is never our intention. We do have the window remake on order and while we understand their unhappiness with the current estimated arrival date to our warehouse, it is just an estimate. The other windows on their agreement are installed, and as soon as this remake arrives, we will give the homeowner a call to schedule our return visit to replace the window and address any open concerns they have. We are confident that this will all be resolved, and we appreciate their patience as we await this order to arrive. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/24/2023

   
  I am rejecting this response because: The original timeline had an expected arrival date of 6/19 for the replacement window. The staff never ordered the window. I don't appreciate the reply stating that the customer may not be happy with the estimated completion because it noted in MAY that the reorder needed to be placed, and several other issues still need improvement. Their installation crew confirmed all interior and exterior trim needed to be redone and all the caulking. Nothing, NOT ONE thing, has been done since May of last year.  We are less than satisfied with the work completed and the customer service, or lack thereof, we have had to deal with.  It took a complaint to BBB and reaching out to our local news station to get a proper response from this company.  We are livid.
  

  
  

• Initial Complaint

  Date:11/11/2022

  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.

  Continue to be harassed via calls and texts to my cell phone after requesting many times for them to cease. Have made it clear that I am not interested in their product.

  

  Business Response

  Date: 11/11/2022

  Thank you for the outreach on Complaint ID #********. We apologize if our communications have caused this customer any sort of frustration. We will be working with our team to ensure that communications cease. We appreciate the chance to get this resolved. Thank you. 

  Customer Answer

  Date: 11/15/2022

   
  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.