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 has 4 locations, listed below.

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  Universal Windows Direct

  24801 Rockside Rd Bedford Hts, OH 44146-1962

  
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  Universal Windows Direct of Philadelphia

  4001 Westfax Dr Spc 4005A Chantilly, VA 20151

  
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  Universal Windows Direct of Philadelphia

  403 Elmwood Ave Sharon Hill, PA 19079

  
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  Universal Windows Direct

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2022

  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.

  *** * ****** On 11-6-20 we entered in a contract with universal windows to replace all windows. They said it would be 10 - 12 weeks, turned out to be 20. March 29, they came to install all windows. As soon as they got a few installed my wife noticed it was not window replacement but inserts (sash only) and large gaps around them, I was charged for window replacement and they gave inserts. Then she noticed the bay window was wrong color. The crew leader said they will call office and remake the window. I called and talked to cary about wrong windows and he said thats how they make them, inserts not full windows. He said he would talk to manager and see what he could do... Nothing. Finally the bay window was done and installed on 6-29-21. while installing the window the cracked the slate sill by prying up on old window, so they tried to fix it with caulk. also the left nail holes, 2 of the 5 windows did not work correctly expose mounting screws, large gaps filled with caulk. Crew member relayed to my wife that they may have to make another window because he did not think they could reuse mounting holes. so we called and they said they would order new slate and see if useing the same window was feasible. weeks later I called for update and I was told the slate came in but it was wrong size. so they sent out a third party to inspect and get measurements, and said he will get it on order and send another team out Sept 2021. since then I made several calls and was not able to talk to anyone. finally in july 2022 they called and wanted payment in full before they came out and finish the window. after several calls they quit. I tried several times to contact John Paul but he never returned a call. after a year later they want full payment to repair and finish this job. The contract states, I don't have to pay until the job is COMPLETE. REPLACE SLATE AND WINDOW, GIVE LARGE ADJUSTMENT FOR INSERTS

  

  Business Response

  Date: 10/21/2022

  Thank you for the outreach on Complaint ID #********. We are very familiar with this customer's project as we have been reaching out over the last few months to discuss the sill and the balance due on his project. We have a replacement sill for him, and will be reaching out to the customer directly to discuss next steps in getting the repair completed. 

  With regards to the customer's feedback on the type of windows, we offer retrofit style window replacements, which is what this customer was contracted for and is what we installed into his home. 

   

  We look forward to getting the chance to speak with him about the sill and we appreciate the opportunity to respond. Thank you. 

  Customer Answer

  Date: 10/28/2022

  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.  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,
  
  
  
  *** ******
  
  
  
  
  As of today, Universal windows called once and offered drop the window sill off and I have window repaired and they will give $1000.00 off the amount owed.  Also they said we are not masons  and I would have to get someone to repair it and they would finish the window.   I informed them at this point I wanted the window fixed and a deep discount.  
  
  
  
   

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original Universal Windows Direct (UWD) order number is #******, and address of the job is **** ******** *** ********** ******** ** ****** We met with the sales rep, ****, on 2/8/2022, he laid out a very clear plan on getting us new windows, including 2 in the Office (see attached contract, page 2), and the estimated installation date was between March and April of 2022. After UWD dropped the ball on permitting, we did not even get contacted about getting our windows installed until we called the City of University Heights ourselves to ensure the permit was submitted and approved. Our windows were not installed until 6/22/2022. During that installation, we were told that one of the windows that has already been paid for, was missing and had never even been ordered. This was told to us by the installation team after they had already ripped the window (with the UWD sticker still on it) out of the wall. They had to replace the old window and spray-foam it in place so it is not non-functional (see attached). The practices of UWD have been fraudulent and we do not even want to know where we would be in the process if we hadn't called the City ourselves, and contacted UWD numerous times (check the call logs) to move the process along. We attempted to sell the home beginning 7/22/2022 and were unable to, we believe because of how hideous the temporary fix on the old window looks. We were told that a new window had been ordered for us on 8/10/22, then when we called to schedule installation mid-September we were told the window had never been ordered and installation would be moved to mid-October. We just received a call today (10/10/22) stating that installation has been pushed to November 2022. We have renters moving into the home this weekend and now they have to deal with this horrible company, as we now live in California. This is atrocious. UWD has failed to complete services, destroyed personal property, and falsely advertised their services.

  

  Business Response

  Date: 10/14/2022

  Thank you for reaching out to us on Complaint ID #********. We sincerely apologize if the delays on the permit and the last window have caused the homeowner stress as they were working to move out of their home. We had to have the permit in order to install their products. Regarding the last window, we are just awaiting it's completion in production. The dates the customer has provided were the estimated arrival dates. Because of the nature of the manufacturing process, the estimated arrival date can change, and we apologize that they have incurred additional delays as we await this last window. It is almost completed in the manufacturing process, and as soon as it arrives to our warehouse, we will call to schedule our return visit to get this last window put in. We look forward to bringing this to a resolution at the next visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/14/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  Our issue is not solely the 7 month time delay. Your employees damaged our personal property and that severely impacted our ability to sell our house. How will you resolve this? 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 10/26/2022

  Thank you for the additional response on Complaint ID #********. It is never our intention to cause any delays for our customer. That said, our warranty is transferrable to a new homeowner, and we would have made sure that the final window was installed no matter who owned the home. The final window did arrive ahead of schedule and we have our return visit set for the installation. We appreciate this customer working with us and we look forward to getting this completed. Thank you for the opportunity to respond.