Reviews
This profile includes reviews for Universal Windows Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 270 Customer Reviews
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Review fromHaley A
Date: 11/02/2023
1 starThe worst experience that has completely uprooted our lives, destroyed our home, caused medical, mold-related issues, put us in a hazardous living environment due to imminent electrical shorting, and the worst customer service experience I could ever imagine. Also, all of the positive reviews below mention 'jake' by name and seem extremely phony.
Our windows were purchased in January of 2022 and not installed until November of 2022. We came to learn that the install team was sub-contracted by Universal Windows Direct. In early July 2023 it began to full-on rain into our home from 1 window and 1 door. The company's warranty specialist visited the home and noticed that EVERY SINGLE WINDOW was improperly installed, having no proper seal between the outside of the home siding and the windows/doors themselves. They called to schedule the fix and the first available time was one week later. They called the day before that re-install pushing us back another four. We notified UWD / Mike Huffine that impending storms will make the problem worse..
We then hired a mitigation crew to come to the home and found water, moisture, and mold in every wall of the home that has a window on it, majority of floors, and subsequent ceilings under the affected floors. The mitigation process for demo, dry-out, and mold prevention costs $75,000.
We now are in the process of repairing the demo that occurred from mitigation and the estimate cost of repair is $120,000+ at this point. We have been displaced from our home since July with no anticipated return date in sight.
We have been escalated to a point of contact in senior operations, Michael T*****. This elevation happening after Mike H****** suggest we work directly with the sub-contractor to mediate things, eliminating any responsibility of UWD. They have further told us continuously that the full liability lies with the sub-contractor, even though our contract is with UWD.
Universal Windows Direct
Date: 11/09/2023
Haley, here at Universal Windows Direct we prioritize customer satisfaction and are truly sorry about the unfortunate circumstances regarding your project. We are happy to report that our team has followed up and resolved the concerns with your windows from July. We understand you have additional damages to your home to be addressed and our management team has been in communication with you directly to provide additional information on next steps to bring this to a resolution which includes the additional parties that must be involved as we work with you on this. If you have additional questions or wish to discuss this experience further at this time, please contact (855) 293-7813.Review fromGary J
Date: 11/01/2023
1 starI was happy with my Windows Direct purchase - for about a month. Then I started getting advertisements in the mail for new doors and windows. I called and requested to be removed from their mailing list. Today I called for the NINTH TIME and was told 'We can't remove you from our system because it would void your warranty." WHAT? They have no way to STOP sending me their ridiculous ads for windows that I've already purchased because I'm 'in their system' and have to live with it?! I would not buy a fly trap from a company with such a stern practice that they are unable to get me off their mailing list without voiding my warranty ! ! Absolute insanity. Hint: It's merely a matter of creating a separate 'mailing list,' Windows Direct, and removing those CUSTOMERS who do not wish to get future mailings!Universal Windows Direct
Date: 11/09/2023
Gary, we appreciate your feedback and thrilled to hear of your satisfaction with your recent purchase from Universal Windows Direct. We are truly sorry to hear about your lack of satisfaction with our mailing and we will be sure to share your feedback with our team to see how we can improve this process moving forward. If you wish to share any additional feedback, please contact us directly at [email protected]Review fromKerry B
Date: 10/30/2023
1 starWe met with the sales person, who sat in our kitchen and lied to us from the beginning. This will be a 1 day job, forgot about the 3 years to get to the one day. It was over 3 years for them to complete the job. All are crews work for us they said, not contracted. Lie #2. None of the crews work for them other than contract, one crew had only worked for them for 2 weeks. Day 1, they showed up without the sliding glass door and didn't know where it was. Finally found it under some other name. Showed up at leased 8 times and the crews didn't even know why they were there and when informed said they didn't have the parts they needed and would have to come back. Each time was a 2-4 hour window that you had to wait on them and not go to work yourself. The crew day 1 dropped a window on the corner and damages the frame and screen and installed it and didn't say anything about it, we found it later that day. Took them over 6 months and 2 different times to replace the window and the guys didn't even have the screen to replace and had to come back again. They installed the sliding window without shimming them and they sagged and had to be fixed with another visit. They have had to replace multiple screens on new window that were installed wrong and coming apart. They finally sent a trouble shooter out because we had so many problems and he was saying he never seen a job like this and wrote down all this info, that never was given to anyone and no one knew anything about it. He got promoted and know knows what happened to his notes. Any time you try to get ahold of anyone you are on hold forever and never get anyone, they have a nice leave a message that no one calls you back. They are problem tired of hearing all the complaints. NEVER USE THIS COMPANY! Oh, they did offer us $400 off a $16,000 job.Universal Windows Direct
Date: 11/09/2023
Kerry, we apologize for the negative experience you had with our company. We take customer feedback seriously and strive to improve our services. If you would like to discuss your concerns further, please give us a call at (440) 786-1400. Thank you.Review fromElizabeth S
Date: 10/13/2023
5 starsJake was fantastic and really worked with us on getting the price of new windows down to where we were comfortable.Universal Windows Direct
Date: 11/09/2023
Elizabeth, we appreciate your kind words regarding your sales experience with Jake. If you have any questions, please don't hesitate to reach out.Review fromChristina D
Date: 10/03/2023
1 starWas quoted $15,000 to replace a shattered patio window. Turns out the price was going to be for them to replace the entire patio door set. THAT WAS NOT WHAT WE ASKED FOR.
Salespersons who try to shove additional work down your throat get walked right back to their vehicle. Oh and yes, they are CALLING YOU ALL DAMN DAY, EVEN AFTER YOU MADE IT CLEAR THAT YOU ARE NOT INTERESTED. All I can say is BUYER BEWAREUniversal Windows Direct
Date: 10/11/2023
*********, we are truly sorry to hear about your less than satisfactory sales experience with us and understand your frustration. Our team prioritizes offering competitive pricing based on your project needs. If you wish to discuss your experience further or to be removed from our contacting list, please contact us directly for assistance.Review fromTracey B
Date: 10/03/2023
5 stars29 windows in a 100 something year old house, what's that gonna cost me. Carlo, came out gave me everything I needed and I decided Universal Windows Direct was my best option over their competitors. Ehen i had a slight change, no problem, Carli took care of it. Custom built replacement windows 6-8 weeks..... and on time the crew got here. Ready to get started Jeff, Joey and Kota got it done in a day......the install and clean up A one. The guys were the best to work with. Thank you my windows all 29 look fabulous. I can't wait for a new Google map picture ?? ??Universal Windows Direct
Date: 10/11/2023
******* we appreciate your feedback of this experience with our team! Thanks again for trusting Universal Windows Direct with your home-improvement needs.Review fromJames S
Date: 09/28/2023
5 starsJake, was actually great very nostalgic, loved him. The price was a little higher than I planned on paying but it is a better window than I originally planned on buying. Good experience!Universal Windows Direct
Date: 09/29/2023
*****, we appreciate your kind words regarding your sales experience with Jake. If you have any additional questions, please don't hesitate to reach out!Review fromNikki R
Date: 09/27/2023
1 starSeriously overpromised and UNDER delivered. What a joke. They messed up at the factory making our windows so we have now paid them $13K down and have been paying them $300+ a month for several months and we still have NO ETA for when they will be installed. WHAT. A. JOKE. RUN from this company...Universal Windows Direct
Date: 09/29/2023
Nikki, we are truly sorry to hear about your experience with us and understand your frustration with the lack of communication regarding your installation. We apologize for the delay in your project caused by manufacturing error. Unfortunately with this, we must remake your project as they as each custom made for each home and that may take 6-8 weeks average time. To speak on the specifics of your project, please contact the Customer Experience Department at ***** ******** for assistance.Review fromEileen L
Date: 09/26/2023
5 starsI cannot recommend Universal Windows Direct enough. Jake’s presentation was top-notch, providing valuable information and showcasing their exceptional products. If you are in the market for new windows, I highly recommend Universal Windows Direct. You won't be disappointed!Universal Windows Direct
Date: 09/27/2023
Eileen, we appreciate your feedback of this experience with us here at Universal Windows Direct. We are thrilled to hear of the exceptional service you received from our sales representative Jake all the way to the installation of your windows. Thanks again for trusting us with your home-improvement needs!Review fromChan Q
Date: 09/20/2023
1 starI had 12 windows installed in my house. From the outside they look good, but on the inside they are bad. Sharp corners and around handles very sharp. Also the wrong window was installed in the bathroom. I ordered frosted but they installed clear. I called and spoke with Crystal and she spoke to me very rudely. She said they do anything for customer satisfaction. She finally said they would order a new window but I need to wait 8 weeks. This is so unacceptable. Someone did come out for the inside, all he did was file down some of the sharp edges. They look terrible, and all the windows were paid in full. They have terrible customer service.Universal Windows Direct
Date: 09/27/2023
***** we are truly sorry to hear about your experience with us and understand your frustration with this experience. We have reviewed your account and see our Customer Experience Department has scheduled you for servicing to address your concerns in the upcoming weeks. We appreciate your patience and feedback as we will utilize this information to improve our customer service moving forward. If you have any additional questions or concerns at this time, please contact us directly for immediate assistance.Chan Q
Date: 09/29/2023
After speaking to a manager about my windows again, they said someone would come out to my house. They wanted to file down more seems but it still looks terrible. My paint got chipped also. I was also advised that I would have to pay another $500.00 for a new bathroom window that was frosty. They told me I did not order a frosty window. I told the sales person several times that my bathroom window had to be a. Window you could not see through since it was in my shower. The order was not written that way so I have to pay additional money. The people that spoke with me was very rude and did not care about my issues. The welding on the corners was terrible.
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