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.

close

Find a Location

Universal Windows Direct has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/10/2023

  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 windows installed in my home in Feb 2022. Two were wrong size and type. J channel was removed and never put back, was replaced with metal that was sealed and installed improperly. Kitchen sink faucet was broke and drywall around bay window was damaged and ripped. Finally about 6 months later they came out to fix the issues but still didn't do it all. 2 months later another person came out to fix some of the other issues. Still not completed. J channel still wasn't replaced on any window on front of house.
  Contacted customer service about sink and drywall damage which I told them about when it happened but they refuse to fix saying it's my responsibility to fix minor issues even though they did the damage.

  

  Business Response

  Date: 01/13/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review this customer's complaint. We had the chance to speak with the homeowner this week and have requested invoices for the damages that he is claiming. We look forward to reviewing these after they are submitted so that we can follow up with the homeowner on next steps to ensure this is resolved. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/05/2023

  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.

  Universal Windows signed a contract after they ran my credit in August of 2021 stating that my Windows will be installed by October/November 2021. The first installers came out and stated the last 4 Windows would not fit. Weeks later a different installer came out with 4 new windows, to reschedule for the next day. They brought back 3 of the original 4 Windows and cut them to size but the 4th was broken at the warehouse and had to be remade. The third installers came out in April 2022 to install the last window.
  Just the time it took them to install the windows, the loan expired. They want to now rerun my credit and cause damage to my credit because of their scheduling. Their financial guy admitted due to their scheduling MANY consumers are in this predicament. So either have your credit ran or they suggest charging to a credit card because they want their money in full now. They are only crediting me back for the $360 I had to pay a private contractor to fix SOME of my windows. Other damage done like our carpet I am unsure how much that is going to take to fix since the carpet business went out of business so I may have to spend thousands to install new carpet that was installed between the 1st & 2nd installers.
  Many times we have called & had unreturned phone calls from supervisors/management. Other times reps lie stating nothing was documented but then next rep can read the notes of calls/emails.
  Also we as the consumer have had to properly seal Windows (some still have issues), we have had a window & frame fall out, when opening a window almost had the top flip out part fall and almost hit my husband in his face, the 2nd installers damaged my carpet under my window they "fixed", company misrepresented stating the installers are employees of UWD which they are not, we have windows held together with spray foam, windows only seal with screen if window is opened from the bottom pane, screens that are already showing issues, and more but don't have enough room.

  

  Business Response

  Date: 01/10/2023

  Thank you for the outreach on Complaint ID # ********. We
  appreciate the chance to review this homeowner’s feedback and their project. We
  have been communicating with them in regard to the balance due on their account.
  At this time, the products have been installed. The homeowner’s financing
  expired, and if they are still wanting to finance their balance owed, it will
  require a rerun of their credit to get that processed. We are happy to work with
  them on this option. Otherwise, they can pay the remaining balance via
  check/cash/credit card if they would prefer.
  The homeowner also mentioned damages to their carpet, which
  we discussed with them initially in May of 2022, and requested that a quote for
  carpet cleaning be turned in. We are always willing to work through concerns such
  as this, and at this time, the information has not been provided.
  We appreciate the chance to respond and look forward to this
  homeowner’s decision regarding next steps for the payment of the balance due on
  the account. Thank you for the opportunity to respond.

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of initial contract: 12/30/2021 to install 8 windows (1 bay, 2 casements and 5 double hungs). Total amount: $13,000.00. Amended contact dated 1/11/2022- the salesperson did not accurately quote cost to paint inside of bay window. I opted to leave the bay window unfinished and paint it myself. Lead time was 12 to 14 weeks, which would have been last weeks in April. Installers did not arrive until June 2022. All windows missing screens, wrong color, bay and casements missing hardware. I was told by **** that this would be corrected in a few weeks by late August. The dates kept changing. Installers arrived 11/14/2022, screens installed in double hungs and casements, still no screens or hardware for bay window. Screen in double hungs have gaps at the bottom (I was told this is the design of the screens), and one screen has a rip. I received a text today stating the balance owed is overdue. I called to question them asking for payment on an incomplete job. The woman who took the call did a very poor job at "customer service" she often stated they are the customer service department and in so many words-it was not their fault. I got transferred to another person, I asked that the job be completed, and that I wanted the balance due waived for all of the numerous inconveniences. I was told no discount would be given and installers are scheduled to be out on 1/9/2023 to finish the job. As a repeat customer (I had a larger bay window installed with no problems in 2014), I feel that asking for a discount of $300.00 on a $13,000.00 job is more than fair given the hassle this has been.

  

  Business Response

  Date: 12/30/2022

  Thank you for the information on Complaint ID #********. Two team members had the chance to speak with this homeowner today to help clear up any confusion around their project and the balance due. After their initial installation appointment, we did have to reorder a few of the windows due to a manufacturing defect in the colors. These windows have been installed, and the homeowner wanted to withhold the last remaining payment as there were a couple remaining service concerns that we had to order parts for. These service items are covered under the warranty, and as they have arrived, we have now been able to schedule our service visit to get them completed. We look forward to the upcoming appointment, and we appreciate the chance to respond and get this taken care of. Thank you! 

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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, the workers that installed my beautiful windows unplugged my basement refrigerator, to use the outlet. They never asked what outlet they could use. On Xmas eve I went to get food out of the refrigerator and freezer for Xmas dinner and everything was rotten, and my whole house filled up with an awful stench that wafted through the vents.

  

  Business Response

  Date: 12/30/2022

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to investigate these claims. This homeowner's install was scheduled for December 10th, and we have spoken with her since then regarding her project. The refrigerator was never brought to our attention, and we apologize if she feels like it was unplugged at time of install, but we were not made aware. We apologize for any inconvenience, and we appreciate the chance to respond. Thank you!  

  

  Business Response

  Date: 01/13/2023

  Regarding Complaint ID #********, we apologize if the homeowner feels as though this inconvenience was caused by our company and would like to offer a $100 refund check to go towards any groceries that were lost. We hope this helps ease some of the burden for this homeowner given the situation. Thank you. 

  Customer Answer

  Date: 01/24/2023

  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,
  
  
  
  ********** *******

  I don't think $100 is a fair offer considering my Xmas dinner was ruined along with everything else. This doesn't even come close to replacement cost for anything.
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/23/2022

  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.

  I hired Universal Windows Direct to install 8 updated windows and the work was completed by March of this year for a total cost of $6.581.00, which was $1,600 higher than the price Lowe's gave me, but I wanted a good job done, so i went with Universal Windows since they just do window replacement and do the work their self like there tv commercials say. Once work was started the installer said he did not work for the window company, but was just a hired company to do the work for Universal Windows and the Guy working with him just started and was in training. They works 5 hours the first day, came back a few days later to finish up the outside of the living room windows trimmings bottom end cap's and the new guy installed the 2 picture windows and bedroom window. 2 weeks later they returned to finish the other 3 windows along with the trim work and Cap work.
  Once all the work was Completed I liked all the window work the new guy did, but when i looked at the 3 window's on side of my house by the driveway, I told the Boss who had done those 3 windows, why are Bottom capping Uneven ? One side of the cap stuck out a quarter inch and the other side stuck out a little over a half inch farther out. Also for the dinning room window outside cap, one side stuck out a half inch and the other end of it was 3 quarters of an inch. Plus to much Caulking was used ended up being messy and that had to be cleaned up, or redone.
  He told me its how my house was build and best he could do. The updated storm windows i had on the house were all fine and even on each end, but once their work was done makes the windows look like they are cockeyed.
  I complained to Universal Windows Direct about it, so they sent One of Their Guy's to look at at it and he said they same thing its how the house was build. I called to complain again, so they sent out another one of Their Guys & he took the window end caps off shorted the one end down put it back on and it still stick out farther than the other end. I told the Guy, No, new metal for the bottom window caps needs to be recut and the end that is shorter should be cut further out, so its even with the other end of it. But He did not have the Needed Material to do that the installer told me.
  I complained to Universal Window Direct again & again said okay, they would taker care of it, but no else ever came back. A Month later I called to see when someone was going to come redo the caps and also asked how long before the loan company sends me the 1st bill and was told I should have gotten it by now already.
  I then Called the Loan Company Universal Windows uses called 'Green Sky' they said the time period (3 Months) to use the load expired and the paper work had to to done over. A Few weeks after that, I went into my email archives to delete the 1st email I got from them and when i opened it, I seen instead of sending me a New Email, they sent a reply back to me through the first one they ever sent me and that was where the loan approval was at with a funny type of Credit card on paper they sent, and I had to call Window direct to give them the card numbers to use for payment, like as if I was doing an online order. I never had loans like that before that worked like that.
  I looked up the Green Sky loan company for Reviews and ended up coming across a Lawsuit filed against them I read, and it said they really was not a legal Loan Company, but guess able to do it another way, but was charging people other fees not made known to them, so I went to the Universal window Direct office & Paid them $1,600 towards what i owed to them. Then I started mailing them Checks and Money Order's to pay off the Balance I owe them. Now after this last Check I just mailed them a few day's ago, I only owe $1,200, but the women I spoke to today said its $1,400, not $1,200 so i got to look at every all I paid.
  Point is, around July of last year I called to see when they were sending someone out to fix the 2 outside window capping's so both ends are even and was told once 80% is paid then they will.
  Last week a women called and said NO once I paid 80% of what is owed still then they would send someone to cut new metal to make new window capping's to reinstall so both ends stick out even with each other.
  I seen 3 or 4 Bad Reviews on Universal Window Direct, where window capping's were not done right
  and had the same problem as mine, so all the window company did was refund $300.00 to each one.
  It will cost a lot more than $300.00 for another company to come replace the window capping, so I told Window direct office lady I have the money to pay off the balance left, send someone to redo the window capping on two windows that are uneven with end then I would give their worker the balance owed in full, either check, or cash, how ever they felt better with. Lady said they could not do that, but when they Sent their Guy to replace a window screen they got the size wrong on, window direct had that guy ask me for the balance owed.
  I want to paid the balance off in full, but I'm scarred if i do, they may not replace these window cap's that was cut wrong and not cut to be even on both ends with each other and to clean up the messy caulk job, and instead maybe simply say here is $300.00 back. That would not be enough to cover the cost for another company come make new cap's to put on that so each end Matches each out in size and redo the Caulk work.
  This is why I'm reporting this Bad Business Ethics and hopefully help to get Universal Window Direct to have a Installer of Theirs come to recut and put on New Window capping's so each side is even with each other. I paid a little over 80% of the loan already, and want to pay off the remaining balance of $1,400 to Universal window direct and hope some this complaint solve this problem and see the needed rework on the window caps are redone and have the caulk work mess cleaned up so it looks professional work.
  Hope your office can help.
  sincerely

  

  Business Response

  Date: 12/27/2022

  Thank you for the outreach on Complaint ID #********. We are aware of this homeowner’s project. His products were installed in February of this year, which is when his final balance was due. The concerns that he has with his windows are esthetic concerns, which we are happy to address. What we have been asking for is payment on his Agreement as the products are installed, and this open service is covered under our Lifetime Warranty. We will continue to reach out to this customer to discuss his balance and getting the final service visit scheduled. We appreciate the chance to respond. Thank you. 

  

  Business Response

  Date: 12/30/2022

  Thank you for the additional response on Compliant ID #********. We did receive a partial payment from this homeowner on his balance due. We will be calling to schedule our return visit for the esthetic concerns with the capping, and the final balance will be due at the time of that appointment. We appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 12/30/2022

  [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,
  
  
  
  ****** ******  
                        I will call the company's off so that they  can set a date to come to my house ALONG  WITH THE NEEDED  MATERIAL & TOOLS, to  Recut A New Capping To Install Correctly.     Once the New Capping is cut and installed   & Both Ends Are Even with Each Other and the Caulk Mess is cleaned up they then will be paid in full once that rework is done rightly.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2022 I met with ***** ******* sales representative for Universal Windows, at my home. On this date ***** and I discussed replacing multiple windows in my home, he took measurements of all my windows. We entered into an agreement for $14,000, with an estimated repair date within 12-14 weeks. On that date, I gave a $4,200 deposit. In June 2022, I was contacted by Universal Windows to have another individual come out to my home to measure my windows, again. The 2nd measurement appointment was on 6/9/22. In August 2022, I contacted Universal Windows for a status on the window replacement and installation, because I did not hear from them. I was informed that they did not ordered the windows because they did not received the work permit from ********* *******. I then asked who was in charge of picking up the phone to contact the ******* for the permit. I took it upon myself and I contacted ********* ******* to have the work permit issued. On 8/4/22, I received an email notification that my order was in production. On 9/23/2022, I received an email notification that my windows would be installed on 10/6/222. On 10/6/22, when the contractor arrived to my home, I was notified that the windows were measured incorrectly and none of the windows fit. The contractor left soon after his arrival. Immediately, I called Universal Windows and asked to cancel my order and requested a refund for my $4,200 deposit for the following reasons: 1) 2 individuals took measurements of windows and they were still inaccurate; 2) Windows were supposed to be installed in August; 3) I feel like I am being taken advantage of and that I am being scammed. My request for my deposit refund was denied. The representative said no refund because they already reordered the windows (even though the contractor just left my home moments ago). To date, I have not heard from universal windows about the status of my windows. I would like a refund of my deposit and to move on from this horrible company.

  

  Business Response

  Date: 12/14/2022

  Thank you for reaching out on Complaint ID #********. We had the chance to speak with the customer as the windows we had to reorder have arrived and we are ready to schedule our return visit for installation. We are committed to getting these products installed for her. She has elected to not schedule with us at this time, and is requesting to end her agreement with us. As the products have been ordered, we will need to loop in our Sales Manager to speak to this customer. We appreciate her willingness to speak with us, and we look forward to bringing this to a resolution. Thank you. 

  Customer Answer

  Date: 12/14/2022

  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.  I am waiting to hear back from someone regarding a refund of my deposit.
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/15/2022

  Thank you for the chance to respond to Complaint ID #********. Our Sales Manager had a chance to speak with this customer, and we have worked with her on ending our Agreement. We appreciate her willingness to speak with us, and the chance to work with her on bringing this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/18/2022

  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.

  In July of 2022 we noticed bubbling occurring on multiple sides of our newly installed siding (2 months prior). We called and by the end of the month it was replaced with new siding, so they said...we never actually saw the work being done. By October of 2022 the bubbling showed up once again. We called and they had someone come out to inspect. He explained that it's a faulty product and we should call Universal Windows Direct (UWD) to see what can be done.
  
  We thoroughly went over our options and decided to go with a cheaper non-defective product. A representative of UWD told us that because we are under a lifetime warranty and we already pulled out a loan this wouldn't be possible. Instead they stated, they would continue to replace the faulty siding...with more faulty siding as often as it needed replaced. We have a lifetime warranty so it covers the cost of repair but they'll continue to knowingly install faulty siding on our house.
  
  We are simply asking for this faulty siding to be replaced with non-faulty siding. The faulty siding is vertical and we would like to switch over to horizontal. It's overall cheaper and doesn't have the same fault. We want our bill to reflect the cost of the horizontal siding, since we refuse to pay ~$16,000 for a faulty product. We want our current, outstanding loan to be forgiven or covered by Universal Windows Direct. It's blasphemous for a company to think their customers want to replace a product every few months for a lifetime.
  
  **Attached is a small section of the bubbling. It looks worse from further away.

  

  Business Response

  Date: 11/23/2022

  Thank you for the outreach on Complaint ID #********. We fully stand behind our lifetime warranty that we offer. We also want to make sure that manufacturing defects, such as what we are seeing with this customer's siding, get resolved. As such, we have filed a claim with the manufacturer of the siding regarding the concerns with the bubbling, as we want to ensure we have a full solution to offer this customer. We are awaiting some feedback from the manufacturer, so that we may present options for next steps to this customer directly. We are committed to bringing this to a resolution, we do need to follow our proper channels so that we can provide a solution that makes sense. 

  

  Business Response

  Date: 12/07/2022

  Thank you for the additional outreach on Complaint ID #********. We had to file a claim with the siding manufacturer for this customer's project. We heard back from their team and they will be sending a representative to the property, along with a Field Manager from UWD, to do an inspection of the siding project so that we can determine our next steps. We have spoken with the customer about this appointment and have it confirmed. We will be following up after the appointment with next steps related to their siding project. We appreciate the chance to respond, and we look forward to bringing this to a resolution. Thank you. 

  Customer Answer

  Date: 12/13/2022

  [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:11/08/2022

  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 Order Date 7/8/2021 $5500 total ($2750 Deposit Made via check)
  
  Agreed to purchase Front Door from Universal Windows Direct (UWD) and made a deposit of $2750.
  
  Order arrived damaged in 2021 and I refused the door. I asked they CANCEL the order, they refused and asked a chance to "make the order right".
  
  Called many months for updates, Manager **** ******** agreed to a $500 discount and assured me they were working with the manufacturer of the door for additional discounts.
  
  Door arrived again and installation was attempted on June 14, 2022 with more damages than the first door. Door was packaged wrong at the manufacturer, they stalled for months getting the door reworked, not replaced. **** advised he was upset with the manufacturer and was using this instance to make sure they corrected their issues. - I have pictures showing the damages on the door.
  
  Door arrived again in August 2022 and was installed. I visually inspected the door, it still had scratches and areas with dents. **** once again assured me they would "make it right". Unfortunately, they can not correct the dings, dents and large areas of where the paint was damaged during the installation. I have pictures showing the damages on the door.
  
  I am simply asking they pass along a larger discount count to me the customer that now has a "damaged" door installed at their house with no other option except to live with the damages or again replace the entire door.
  
  In addition, the tech's that arrived on Thursday 11/3 had an IPAD asking for signatures and it was NOT viewable or visible to me what they were asking me to sign and they were upset I would not sign. They said I would get a copy via Email, which I never recevied.
  
  UWD should have just cancelled the order and refunded the deposit instead of forcing me to accept a damaged door.

  

  Business Response

  Date: 11/11/2022

  Thank you for reaching out to us on Complaint ID #********. We are aware that this customer had delays on their project, and we do apologize if it became a source of frustration for her. Regarding our most recent visit, our technician that was on property utilizes an iPad for his service tickets, which is what he would have asked her to sign. If she would like a copy of that ticket, we would be happy to send one over to her. We apologize that there were delays on getting the door installed, as that is never our goal for our customers, but we would always prefer to get a product installed versus cancelling an agreement due to a concern that we know can be remedied. The discount that was offered to her by our Operations Manager has been honored and applied to her account, as we are committed to the conversations that had been had with the customer, along with the lifetime warranty on our products. We appreciate the chance to respond, thank you. 

• Initial Complaint

  Date:11/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called multiple times about the work is not completed as promised. We were told someone would come out and complete the Air Intake Vents by the fireplace would be installed the next weeks. Well, it's been months now and no one has returned my calls nor came out to complete the job. Today we noticed the siding is coming off near our front door, in which I will include pictures. I have had to make several complaints and it appears when I file a complaint, we hear from someone. They have said they will send someone out, but that has not happened; we are still waiting months later.

  

  Business Response

  Date: 11/11/2022

  Thank you for reaching out on Complaint ID #********. We appreciate the chance to review this job, as we want to ensure the last remaining services are taken care of for the customer. The air vents were ordered but we did not receive them at the time of this complaint. We have reordered them to make sure we can get this taken care of. Our team has also spoken to the customer to set up a service to address a few panels of siding that they have concerns with. If the vents have arrived in time for that service, we will be sure to bring them out so we can get everything completed at one time. We will continue to track this for the customer so that we may bring this to a resolution as quickly as possible. Should they need anything in the meantime, they can reach us at (************** Thank you! 

  Customer Answer

  Date: 11/21/2022

  [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:10/30/2022

  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.

  On March 16,2022 I had a representative from Universal Windows Direct come to my home and evaluate my windows for replacement. After he evaluated the windows I told him what type of windows I wanted and he gave me a price, I decided to finance the job because of the cost. He took care of setting up the loan which I signed and he told me the windows would take about six to eight weeks to be made and ready to install. I received an email for an appointment to measure the windows on April 7, 2022. The man came measured all the windows and again said it would take about 6-8 weeks to be installed. I did not hear from this company after that. I contacted them thru email on June 20,2022. Their customer service sent me an email stating they were waiting on a permit from the city to be approved. I let them know I lived in Spotsylvania County not Fredericksburg City. I reached out again on July 11,2022 to ask for an update. i received a phone call from **** ****** in August saying they had gotten the permit and could now make my windows? He said it would take 6-8 weeks before they would be ready. On October 27.2022 I contacted Universal Windows Direct by phone asking where my windows were. On October 28.2022 I received an email from **** ****** stating they were having issues getting a permit from the state?? With excuses that the state will only work thru the mail but that when he checked my job #432456 he just got off with the permit department and they were finally at the last step just waiting for the state to cast out check?? At this point I feel like I am being scammed. I feel like consumers need to warned about this company.

  

  Business Response

  Date: 10/31/2022

  Thank you for reaching out on Complaint ID #********. We apologize if the delays on the permit have caused this customer any sort of frustration. We cannot install jobs without permits when they are required, and it can sometimes take a little longer than we anticipate. As such, we always provide estimated arrivals when it comes to product delivery. However, we understand that this homeowner's timeline was extended and our Sales Manager has worked with her on cancelling her agreement and refunding the financing. We appreciate the chance to work with her, as well as the opportunity to respond. Thank you. 

  Customer Answer

  Date: 11/02/2022

  [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,
  
  
  
  ******* ******