Complaints

This profile includes complaints for Universal Windows Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Universal Windows Direct

  24801 Rockside Rd Bedford Hts, OH 44146-1962

  
• 

  Universal Windows Direct of Philadelphia

  403 Elmwood Ave Sharon Hill, PA 19079

  
• 

  Universal Windows Direct

  2555 Lord Baltimore Dr STE K-l Windsor Mill, MD 21244

• 

  Universal Windows Direct of Philadelphia

  4001 Westfax Dr Spc 4005A Chantilly, VA 20151

  

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:06/15/2023

  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.

  Job# 441985. Signed up on January 9, 2023 and made a down payment. Loan payments started in March and I have made 4 of those so far. Communication with my representative and the company has been horrible. Representative signed me up for windows that are not even possible for my space. Had multiple measurements taken to determine what will work. Measurement person stated this is the longest a project has taken and is ridiculous how many times they have been out to measure the same thing. Weeks would go by that I would reach out to my representative with no response. Contacted the company asking to speak with a manager with no response. Need this project completed before August 1 because I am due to have my first child. Was told that my install date would be mid-June and it is now mid-June. Nobody is getting back to me with any information. If project cannot be completed before August, then I would like a full refund for this enormous hassle I have been dealing with.

  Customer Answer

  Date: 06/16/2023

  Logged by BBB representative BA on 6/16/2023:

  LiveChat from consumer:
  

  Consumer: I filed a complaint yesterday and I received a call from the company today and they are trying to make things right. I want to update my complaint since the company is working on a resolution.
  The regional manager finally contacted me and is escalating my project to make sure it gets completed on time. He also gave me his direct contact information and is taking over my project so that I can work with him directly and not have to get information from the main customer service line or my representative that has not been responding to me.
  

  BBB: Do you consider the matter resolved?
  

  Consumer: Yes. My main issue was that I could not get ahold of anyone with updates or information on my project. The last I had heard from someone was over a month ago and I had called, sent Emails, and left voice mails with no response. If I have a direct line of contact with a manager, than I am hopeful there will be no further issues.

• Initial Complaint

  Date:06/14/2023

  Type:Sales and Advertising 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.

  Transaction 5/23/23. Paid $1,800.00 cash to start. The full cost of job is 16,800.00. The dispute is the windows are not custom made to fit brick to brick as agreed upon. They are smaller so they built frames to install them. These new windows are now smaller than my old windows were. Also ten of the windows were supposed to be fabricated with grids in them, and they do not have them. We have voiced our complaints to the company and so far they have given word of mouth confirmation of wrong sized windows being installed but nothing in concrete to back up what they are saying especially when we informed them that from day one the salesman **** Douglas took the original contract and did not leave any copies. There have been promises to come out to the house and rectify the situation by **** ******* ************* and **** ******* sales manager*************. But they never came out. We had to force the issue and go to the office personally. Only to get further run around and word of mouth. Supposedly things have been pushed up the corporate ladder and they was supposed to contact us, but they haven’t as of yet. As per **** ******** ***** ******** was told to take new window measurements to replace the ones that have been wrongfully installed. New measurements have been given but no further action. Here is my account number *********

  

  Business Response

  Date: 06/21/2023

  Thank you for the information regarding Complaint ID #********. We had a chance to review this homeowner's agreement with our company and are attaching the first couple pages of that agreement to this response for review.  UWD offers a retrofit style window installation, which means we measure and build our windows to fit into the existing openings of their home. We can confirm that this is what was provided to this customer. We can also confirm that grids were not part of their agreement. If this is something that they are interested in adding, we can work with them on the options/costs associated. We appreciate the chance to review and respond. Thank you! 

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I Kia Riggs, recently had thyroid eye disease surgery. I was diagnosed with cataracts in my eyes and diabetics, Which affects my eyesight drastically. I was searching online for ****** ******, but due to my Eyesight, I mistakenly contacted Universal Windows instead. I did not catch the mistake until ****, the sales representative for Universal Windows showed up at my home for the appointment with his briefcase. When **** arrived, I informed him about my health and eyesight. After which I informed **** about my estimate with ****** ******, which was 14 casement windows for $15,000. That me and my family discussed when we met with ****** ****** sales representative a while back. Then **** preceded to persuade me by telling me that ****** ****** performance stars are low. **** then drew up a contract on a blank piece of paper telling me that he can give me grids in the windows for the upstairs and 4 casement windows downstairs with a deposit of $1,800 which he negotiated with his boss, and a loan of $15,000. Then **** started to take measurements of the windows. I told him that I do not want the inside wood trimming to be touched. **** proceeded to measure and insured me by saying they would not touch the wood trimming guaranteed or the company would replace it for free. 
  

  
  

  
  
  
  
  Regards,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 06/29/2023

  Thank you for the additional response on Complaint ID #********. We apologize if this homeowner feels as though there was some sort of mix up; however, we can confirm that we have a signed agreement with this customer that has been executed fully. From the time of the sale to now we have not received any type of record or request to cancel the project; the homeowner worked with us to schedule the sales appointment, the final measurement appointment, and ultimately the installation appointment. Should she have any service needs with the products themselves, she can contact our Customer Experience Department so that we can assist her as part of her lifetime warranty. We appreciate the chance to review and respond, thank you. 

  Customer Answer

  Date: 07/06/2023

  From: *** *** *****

  To: ****** *******

  RE: Universal Window Complaint ID# ********

  It's with great regret that I must inform you of a service failure I experienced with your company. I hope that once you have researched this issue, we can come to a mutual agreement about what needs to take place in order to resolve this matter. On March 8,2023 Universal Windows salesman **** came to my home and assisted me in ordering custom windows brick to brick with grids. Unfortunately, my request was not processed correctly. As a result, the windows are the wrong size, the installation was modified, and there are no grids. This is unacceptable and I am very disappointed that I now must take additional time trying to resolve the problem. I am asking for your personal assistance for a quick resolution. I'm looking forward to hearing from the company soon. However, please be advised that if I don't receive a satisfactory response to my request, I will take further action to get this matter resolved. I hope that won't be necessary. 

  Regards,

  *** *** *****

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  Placed a deposit for windows on 8/22/22 canceled the contract on 8/23/22. Filed a dispute with the credit card company that the deposit was placed on in September of 2022 with no resolution taking place even now almost a year later.

  

  Business Response

  Date: 06/08/2023

  Thank you for the information regarding Complaint ID #********. We apologize for the delay in the refund for this customer as there was a disconnect at the time of the cancellation because of the disputes of the charge with her bank. We have sorted this out with our processing team and a refund has been processed for this homeowner. We appreciate the chance to get this taken care of. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 06/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  Salesman came out to give me a quote on replacing windows. Stressed their price match offer they had. I wanted to check around. Found out a coworker had replaced 11 windows and a patio door (which is a lot higher price, about $2000 according to the salesman when he looked at my patio door) at $13,500 cheaper than my quote and they were the exact same windows I wanted. Contacted the slaesman with this information and was told that there was no way they would mtach this price.
  
  He told me to contact customer service about not matching their own price. After reviewing the comments on the BBB site, I realize trying to resolve this through customer service would be futile.
  
  I am very glad I checked the BBB issues before I signed any paperwork. Sounds like they ask for the highest price possible hoping people will not negotiate or do thier own due dillgigence.

  

  Business Response

  Date: 06/07/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to have met with this customer. Our price matching offers are on like for like products. This customer ultimately did not sign an agreement with our company, but we appreciate the opportunity to have presented to this customer. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:05/18/2023

  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.

  11/5/18 - A sales representative named **** ***** visited our home and made a presentation for replacement front entrance door. The contract date is 11/5/18.
  After door measurement was verified, a price of $3,500 was established for a new door.
  He wrote up a contract stating change of door type from fiberglass (original door) to steel (new door). It did NOT state plastic composite window frame material being used. This document is dated 12/3/18.
  The Universal Windows Direct door has a lifetime warranty. Exclusions for the warranty are abuse, misuse, neglect, vandalism or act of nature. None of these exclusions apply. See attached picture of entrance door.
  Problem:
  Door window frames deform due to heat. Each door has an individual window frame. When the window frame deforms, it allows a cold draft to enter the house in winter months. When air conditioning is on, the door windows allow cool air to escape. We are experiencing an increase cooling and heating costs due to the door window leak paths.
  We have Anderson storm doors installed at the front entrance. I have driven around our neighborhood and seen similar storm doors installed. None of the door window frames are deformed like what we are experiencing.
  Universal Windows Direct is content with replacing the door window frame assembly as many times as possible. There was no charge for this replacement each time as it did not meet any of the exclusions listed above.
  The door window assembly has been replaced 3 times under warranty. On the 4th time this problem happened, email referenced this order # 379566. I spoke to Carol Holmes and requested to speak with a manager. She informed me they were in a meeting. Informed Carol Holmes that material being used for doors was not adequate for higher temperatures. Informed Carol that another door window frame replacement was not an option. I requested new doors with no windows and only one peep hole.

  

  Business Response

  Date: 05/23/2023

  Thank you for the
  information regarding Complaint ID #********. This homeowner was only
  contracted for a replacement entry door with our company, UWD did not replace
  the storm doors on their home. As you can see from the photos that the
  homeowner provided, their storm doors are a full pane of glass, no screen or
  anything that would allow for ventilation when both the storm door and entry door
  are closed. The frame around the glass on our doors is vinyl, so that if there
  was ever a need for the glass to be replaced, we can access it (which you would
  not be able to do if the trim frame was made of steel or fiberglass). The trim
  frame is warping due to the homeowner's storm doors creating a sauna effect
  between the glass of the storm door and the entry door when the sun hits it.
  The storm doors are not covered under our lifetime warranty, as we did not
  replace them. We are happy to continue to replace the trim frame, as part of
  the lifetime warranty, but will not be able to replace the entire door for this
  customer without a cost associated, as the situation is a direct result of the
  storm doors they have on top of our door, and what they requested in the
  details is a full change from their original agreement with UWD. We appreciate
  the chance to provide clarity on this and will continue to offer lifetime
  warranty options on the products installed by UWD. 

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  We purchased steel doors. The frame around the glass should also be made of steel. Vinyl trim was never discussed.  Neither was a potential heat issue if glass storm doors were added after the fact.  This does not explain why I have neighbors with glass storm doors with no warping trim issues. Replacement of vinyl trim every few months is a ridiculous option. If I cannot get this matter resolved,  my next step is small claims court.

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

• Initial Complaint

  Date:05/12/2023

  Type:Sales and Advertising 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.

  I signed a contract and ordered some windows and a door via Universal Windows Direct in the 1st Week of October 2022. At this time I was told the I would hear back for install about 10 to 12 weeks. By the middle Of February I still had not heard from them about an install so I reached out to them via their customer service and was told there was an issue and the order was put on production hold for some reason. Next person I speak for clarification is the sales manager *** ***** for my zone. He tells me that there was an issue with the measurements entered for the door and he will have a new contract sent over. At this time I'm told that my original sales person either quit or was let go ****** ********** so I will not be speaking to him again and never spoke to him since October when I first ordered the windows. The new contract with the "new measurements" comes over while I'm working and I sign off on it with just a glance because I was told the only thing that changed was the measurements. I read the original contract completely and trusted that they were being honest when they said it was just a measurements change so I signed the contract. Eventually in April 2023 my windows are installed but my door is still not here. I reach out to them and they say it's still in production and it will be another couples weeks. A couple weeks later they reach out for an install date for may 8th ends up being may 9th because they make another mistake scheduling. Guy shows up to install
  and unwraps door and it's not the design I picked out and it's not even close. I again have to reach out to them and find out that they changed the design on the contract without letting me know. They refuse to acknowledge that it was changed without letting me know or my choosing. Will not provide door I originally ordered or any other adjustment. New door is exact same price as old door somehow. Either there sales made a mistake and changed the design or it's bait and switch

  

  Business Response

  Date: 05/17/2023

  Thank you for the information regarding Complaint ID *********. We have had the chance to speak with this customer after the submission of this complaint. In working with him, we understand that there was a disconnect between the signed change order and the product that arrived for install. We have isolated the concern and our team is actively working with this homeowner to bring about a resolution that will resolve his concerns with the door. We appreciate the chance to review and respond, and will continue to be in contact with the homeowner in order to bring this matter to a resolution. Thank you. 

  Customer Answer

  Date: 05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising 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 signed a contract with the company after discussing the requirements. The salesman did confirm that the company will be able to fulfill the requirement especially the picture frame window in my family room. I cross checked before signing the contract and apply for financing. I was told that yes, everything looked good and the company is pro at doing this kind of stuff. The salesman ran my credit and applied for financing. The financing company paid the entire amount to Universal Windows Direct (please see the contract attached)
  
  I was told that due to custom order, it may take between 8-10 weeks. After almost 4 weeks I received a call from the sales man that they don't do the size of the picture window we signed for and he will get some alternate solutions.
  
  I tried to follow up but the company or salesman didn't respond. After publishing a review on BBB, I was reached out by the salesman that they will offer some solutions shortly.
  
  After multiple followups, the salesman offered unreasonable solutions which don't even match with the existing window arrangement of the house.
  
  Finally on Apr 29, 2023, the salesman confirmed that they cannot start the job as they don't offer the agreed upon size of the picture frame window.
  
  I've been charged by the finance company for three payments so far. The company ran my credit check that has caused financial injury to me. Company charged full amount upfront and never started the job.
  
  I would like the company to either finish the job as outlined in the contract or settle the account with financial company along with a compensation for financial injury caused.

  

  Business Response

  Date: 05/15/2023

  Thank you for the information regarding Complaint ID #********. Our Sales team has been working with this customer to help bring about a solution on their project. The concern lies in the size of the windows to be replaced. In order to make them, based on our manufacturing maximum size restrictions, we would have to upgrade the windows to a thicker frame. Recognizing this is an upgrade, we are willing to take on the cost of the upgrade in order to provide the customer with the windows at the cost outlined on their agreement. The customer has refused this option, and given the restrictions on the sizing, our only other option is to go ahead and cancel this agreement and refund the financing. We appreciate the chance to review and respond, thank you. 

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  Two days back, one of the representatives from the company called me asking more details and

  asked for pictures of the window from inside and outside. Today, the representative said they can not proceed!

  No thicker frame option has been discussed with me! The only options that the sales person offered were totally

  Not acceptable and no where match with the design signed in the contract. As I mentioned earlier, the sales person measured the window and confirmed that they will be able to provide what I had described.I only signed the contract after the sales person confirmed as the process would involve financial agreement as well. My credit was run with a financial company and I hve paid 3 payments so far. This has caused me financial injury with my credit score going down, inconvenience caused due to the incapability of this company to install an agreed designed window.There were other renovation projects that were dependent upon this installation, this entire business transaction has caused a lot of financial and mental loss.

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

• Initial Complaint

  Date:05/02/2023

  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.

  Hello!
  
  We had all 16 windows replaced in our home at the same time to the amount of $10,000 august of 2022.
  
  At the time of the initial installation. The installers were finding finger prints in the inside of the windows where there were touched being made! So out of 16 windows they had to reorder 8 of them due to smudges and finger prints.
  
  Second time they came out they had sent the wrong window.
  
  Third time someone was out was due to the complaint of mold in the master bedroom bay window that was absolutely fine the 6 months I lived there.l before replacing the windows.
  
  Tried to call to check in status of complaint resolution and was told by the customer service rep ****** I wasn’t taking to a manager and they aren’t giving me any money back. That seemed fishy and aggravated me honestly. Didn’t let me speak or anything this was the response as soon as I told them my name.
  
  There has been a fourth and fifth visit for the to evaluate the issue. One tech said he used to be an installer and that there is definitely something went wrong during the process.
  
  Fifth person came out and said he is turning the paperwork directly into manager not customer service. Everytime the reps come out #1 I’m losing work hours as someone has to be there. # 2 they apologize and say they will turn this in and someone will be in touch in a few days. I’m always the one that has to call back and get treated rudely by their staff.
  
  Also the master bedroom is where my asthmatic daughter sleeps. I have asked multiple times for help worth this leading me to this avenue as she cannot continue to breathe that mold in

  

  Business Response

  Date: 05/09/2023

  Thank you for the opportunity to respond to Complaint ID #********. We appreciate the chance to review the complaint and the photos that accompanied it. We had a chance to speak with *** ******* directly about his concerns. We mutually agree that this is an anomaly not caused by a failure of the windows. In fact, these windows have improved the seal so greatly in the customer's home, that when combined with the excessive humidity present in the household, it is creating an even stronger barrier between the indoors and outdoors; keeping the warm, moist air contained in the home. We are working with the customer directly, and will continue to do so to track the humidity levels in the home, work with the customer after the air filters, furnace, etc. have been verified to be clean and in proper working order. After a productive conversation with the homeowner, we are eager to continue to work with them to help navigate through this. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:04/28/2023

  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.

  Attempting to cancel contract , no response from business Called number several times , always get a voice mail that customer service is busy. Have left messages and called at various parts of the day.

  

  Business Response

  Date: 05/01/2023

  Thank you for the information regarding Complaint ID #********. We did receive this customer's voicemail with regards to cancelling their agreement with us. We have forwarded their information along to our Sales Management team for review and outreach regarding the request to cancel, as those cannot be processed by our Customer Service team. We ask for the chance for our Sales Manager to follow up to connect with this homeowner on next steps regarding their project. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  My husband did speak with our sales manager who stated that he cannot cancel it and referred us back to customer service.  My husband called again yesterday and left another message.  PLEASE CANCEL THE "Order" and refund the money as requested 
  
  
  
  Regards,
  
  
  
  ****** * ****** ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/04/2023

  Thank you for the additional response on Complaint ID #********. This project has been cancelled and a refund check of $750 will be issued to the customer for the deposit that they put down on the project. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.   Complaint will be considered resolved once refund check is received. 
  
  
  
  Regards,
  
  
  
  ****** * ****** ********
  
  
  
  
  

• Initial Complaint

  Date:04/23/2023

  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.

  Delivered my windows unwrapped laying on top of each other. The result - Scratches, scuff marks, torn screens, missing or wrong parts. Many windows have unrepairable damage. I was promised an A1 job and perfect windows this time by the salesman. Instead I’m left with damaged dysfunctional windows. Installers scuffed up our newly professionally painted walls below the windows with their hands and tool belts. I witnessed all of it and again no compensation for us? Instead of cleaning up my home and windows they changed their minds and told me they never said they would after they told me they would. I asked them to remove the stickers and they simple gave me excuses as to why I should wait. This all could have been prevented if Universal would have simple took back the wrong windows and refunded our money instead the manager I spoke to on the phone desperately pushed us to install the incorrect damaged windows with lies and empty promises. Universal windows does not sell their own product. They sell you Polaris company windows which universal management has even questioned the integrity of. Management stated to me the reason I can not pull my window panels out for cleaning is that there was something on the window that needed to be grounded down. I asked if you are aware of this issue then why doesn’t Polaris correct it during production. Manager Carrie replied that’s a good question. (Seriously) We don’t have time for the endless service calls it will obviously take to rebuild our new windows to our satisfaction us cleaning up their messes after each visit. We bought new windows not reconditioned windows. This is unacceptable and it’s time this company is held accountable! We want either a full refund or a complete do over, Our windows correctly produced by Polaris and carefully transported to us securely wrapped in tack as it was supposed to be the first time. This company is exhausting and has a sorry excuse for everything.

  

  Business Response

  Date: 04/27/2023

  Thank you for the information regarding Complaint ID #********. We appreciate this homeowner's detailed account of their concerns and the chance to address it. After the initial installation appointment, the homeowner did let us know of concerns that they had with the look of the products and finish work installed into their home. We were able to dispatch our Field Manager to do a full inspection of the project, which also included drawing up anything that might need to be reordered when it came to service parts and pieces, so that we can ensure a beautiful finish. Our Field Manager did submit a list of items that needed to be ordered, as well as a punch list of items that need to be completed on our next visit. We have these materials on order, which should correct the concerns that the homeowner has deemed not able to be repaired. Some of it is a mix of esthetic concerns and identified gouges in the product that were discovered. Rest assured, we are able to get this remedied, and we look forward to the chance to do so. We also recognize that there is an element of patience that we are asking the customer to provide as we await the products needed for the next visit. That is not lost on us, and we appreciate their continued patience. At this time, we are looking at an estimated shipping date of mid-May for the products ordered, we will continue to track this and provide any updates to that timeframe to the customer. Once the materials have arrived, we will schedule our return visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 05/05/2023

  I do not agree or appreciate the response from Universal windows as they completely ignored and dismissed my request for a 100% reimbursement on my windows.  At this time we simply just want a refund and cut all ties with this company whom raises our blood pressure and stresses us out to an unhealthy state. As they failed once again to provide me the service and new product I purchased which they promised beginning with the salesman. He promised we would not end up in years of service attempts to rebuild our damaged/ defective windows as we are still currently doing with our first order. You don’t go to the grocery store to buy an apple that’s had a bite taken out of it. I purchased new windows but received damaged/ defective windows with wrong, damaged, and missing parts. We are exhausted with all this company’s excuses and incompetence. We are tired of cleaning up after everyone who comes over to accomplish nothing. I will not listen to anymore about how they can fix my new windows so that they look and operate like the new ones I was supposed to have received. Unacceptable and it’s time this company is held accountable and disciplined. 
  Universal Windows needs to step up and do the right thing and reimburse us for all they have put us through. No company should be allowed to operate like this. 

  

  Business Response

  Date: 05/08/2023

  Thank you for the additional information regarding Complaint ID #********. While we certainly never intend for our homeowner's to feel stress around their home improvement projects, we would like to recognize the customer's feedback and apologize if this is how they feel regarding their project. That said, we are unable to provide a full refund on their products, we are willing and able to correct the concerns that they have. The items that they have cited are esthetic concerns, that upon discovery of these items, we jumped into action to be sure that we can get them corrected for the customer. We understand that this does mean an element of patience, as we have service parts on order for them and are awaiting their arrival so that we are prepared to schedule our second and final visit to their home to address the open service concerns after our Field Manager came to their property to review the installation. This is not lost on us, and we appreciate this homeowner's patience as we work to bring this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******

  Again Universal Windows refuses to acknowledge the level of problems with our windows and continues to lie with never ending excuses. The field manager which they mention came out said he would keep us posted months ago about our repairs and parts but refuses to reply to my messages after I discovered more issues with the windows. They are not telling the truth! They know this is going to be service call after service call for years to come. My new windows shouldn’t look like this or need modification in order to function properly. Now we have as I mentioned paint peel around many windows which is ridiculous. My first order with this company was horrible and I gave them another chance only to have a nightmare this time. The service guys come out periodically always with bad news. We have had almost 5 alone screen doors brought out only to be scratched and damaged only to have to wait months again for another damaged door. And not one of them could ever get it installed so it would lock properly. It’s an on going problem with this company who offers nothing for your time and stress. We are not dealing with years of service calls and excuses while in the mean time being forced to accept windows that are dysfunctional and damaged. 
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 05/09/2023

  A default letter is provided here which indicates your acceptance to
  have the complaint be handled through Arbitration.
  

  Better Business Bureau:

  
  

  I would like my complaint ID ********, to be handled through
  an Arbitration hearing with BBB.

  
  

  Regards,

  
  

  ***** ******
  
  Phone: 216-623-8964 Ext: 310

  Customer Answer

  Date: 05/10/2023

  A default letter is provided here which indicates your acceptance to
  have the complaint be handled through Arbitration.
  

  Better Business Bureau:

  
  

  I would like my complaint ID ********, to be handled through
  an Arbitration hearing with BBB.

  
  

  Regards,

  
  

  ***** ******
  
  Phone: 216-623-8964 Ext: 310

  Customer Answer

  Date: 05/19/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that he has reached an agreement with the business. He was contacted by a manager who apologized for the experience. He was told he would be given weekly updates on the status of his project. The business expects the last window to be installed before the end of May and have all the repairs completed before the end of June.