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 fromCraig S
Date: 09/13/2023
2 starsTo start off with, I will say the price of the windows ( for a lifetime warranty) was a great deal. The installation didn't take that long and the workers completed the job in 1 day doing 10 windows. They cleaned up and didn't leave a trace of them being there. That's the good part. The bad part happened about 4 months after installation. The caulking cracked and pulled away and while cleaning the windows for the first time in the spring I noticed the main frame on one window was damaged. I contacted my sales person and they directed me to the customer support to get these issues fixed. A worker came out pretty fast, took photos and measurements for the main frame and sent out to get the repairs started. Then I had to wait from June 30th until Sept 12th to see them come out again. I left work early to accommodate the work crew with the main frame installation. However, the worker measured the old window and mainframe that took months to build and said if he installed it I wouldn't be able to open the window, because it was the wrong size. So he took more pictures and measurements and sent those to the office. He did redo the caulking on windows that was failing (that looks better now, lets hope it stays that way). Now i wait for another main frame for my windows. This warranty which is the main reason I went with Universal Windows Direct seems to be lacking and is making me second guess my decision to go with this company. I would be careful about using them because of this issue I am currently having. It makes me worry if there is ever a real issue how long it will take to resolve correctly. I will say that if this is fixed in a timely manner I may alter this review, but until that happens I can not in good faith say that universal windows direct is the best company for your whole house window renovations. 09/13/2023
Universal Windows Direct
Date: 09/14/2023
****** we appreciate your feedback and we're truly sorry to hear of the unfortunate events you've experienced regarding receiving repairs needed for your project in a timely manner. We understand your frustration with these delays and want to express our team is working to address your concerns in an efficient manner. The timeliness is due to production of materials needed to service your project as our products are custom designed for each project so this can cause delays. We really appreciate your patience with us as we know how frustrating this process has been for you. We will be sure to pass this feedback along to our management team for improvements to be made moving forward. If you have additional questions or concerns, please reach the Customer Experience Department directly at ***** ******** for additional assistance.Review fromAmy L
Date: 09/12/2023
5 starsBeautiful job! Very professional and friendly.
I would recommend 100%.Universal Windows Direct
Date: 09/14/2023
***, we appreciate your kind words on this experience with us! Thanks again for trusting Universal Windows Direct with your home-improvement needs.Review fromPeter F
Date: 09/11/2023
1 starI had windows installed almost 2 years ago and they have continued to leak damaging carpet and causing swelling to sub floor and wood work. While per their pictures some discoloration on wood may have been there before…. The wood swelling sure wasn’t. That could easily have been fixed with wood polish.
I just received a call today that that will fix the windows that were not installed correctly however unable to determine extent of damage so they won’t give any kind of refund or cover damaged areas.
I had people come out several times to evaluate why windows were leaking. After several times it was found windows were not sealed, insulated, and installed incorrectly for almost 2 years now!
Horrible customer service taking months and weeks to get answers. If you want quality and professionals that stand by their work…. Do not chose them.Universal Windows Direct
Date: 09/14/2023
****** we are truly sorry to hear about your experience with us. We prioritize our customer satisfaction and want to do our part to ensure a satisfactory experience for all. We have reviewed your account and see you have spoken with a member of our Customer Experience Department who has scheduled servicing to address any concerns from our project. If you have additional questions or concerns regarding your project, please contact them for direct assistance.Review fromS. S.
Date: 09/06/2023
1 starThis company is a annoying and aggressive sales pitcher they will bombard you with phone calls like 5 t0 ten a day don't give them your phone number I wouldn't use them everUniversal Windows Direct
Date: 09/13/2023
****** we are truly sorry to hear of your dissatisfaction with your experience with us here at Universal Windows Direct. Customer satisfaction is our top priority so please accept our sincerest apology that we failed to meet your expectations. To be removed from our contact list, please email ********************************** with your name and phone number so we can assist in making this change for you.Review fromM. S.
Date: 08/28/2023
2 starsUnfortunately it’s been a bad experience working with the Company. I placed a $23,000 order in February. Was given a verbal quote of just under $34,000 if I completed the remainder of the job within a year. When I asked for it in writing it was increased to $48,000. After waiting about three months, as expected, my installation day came in May. However the front door capping was not installed. They said it would be within two weeks so we agreed to pay all but $90. Weeks went by with no communication from the company. In late July they called to schedule the completion. In August 26th arrived still with no capping. Nobody could give me an answer why? A week went by and it’s amazing that I began receiving calls daily to pay the $90 they had agreed I could hold back. Of course I still have no answer when or if they will complete the job. My experience is they call quickly on the front end and if they want money. Otherwise you have to contact them and I can’t get an answer even now why it’s been a problem this long and when it might be resolved,Universal Windows Direct
Date: 09/05/2023
Hi Mark, we are truly sorry to hear about your experience with us. We have reviewed your account and see our Customer Experience Department has attempted to reach you regarding your project. To discuss your project further, please contact them directly at (**** ******** for assistance.M. S.
Date: 09/06/2023
Nobody has reached out to me for any explanation of their actions. At best they have given me a new date of sometime in October. But absolutely no explanation of why there’s been a problem, why the change in guaranteed future price or why I was threatened with collection on a $90 holdback they agreed to. I was left with no choice but to pay the. $90 and hope they eventually finish the job. There is nobody who takes any accountability for the customer. It’s always someone else’s problem. Apologies ring empty when no explanations are offered .Review fromHelen H
Date: 08/19/2023
5 starsJake was very personable! Very thorough, I had a lot of questions and they were all answered. Very knowledgeable about the company.Universal Windows Direct
Date: 08/22/2023
Helen, we appreciate your kind words and thrilled to hear our sales representative Jake provided you with an informative presentation. If you have any additional questions, please don't hesitate to reach out!Review fromcharles l
Date: 08/17/2023
1 starWindows were installed with no installation. cocking was the wrong color. had I not complained to have the cocking replaced, I would have never known the windows were installed with no foam installation. It took them 3 weeks to correct it and was done in two separate trips. I was told the do not use subcontractors. this was not true. I had 3 guy from Maryland and only 1 spoke EnglishUniversal Windows Direct
Date: 08/22/2023
Charles, we appreciate you sharing this feedback of your experience and apologize for the inconveniences you experienced during your installation process. We assure you this is not a true reflection of the service we aim to provide our homeowners. We are sorry for the issues with caulking and foam installation. Should you have any questions or concerns at this time you wish to discuss with us, please contact our Customer Experience Department at ****************************************** for assistance.Review fromKim L
Date: 08/11/2023
1 starIt's amazing that I've made two reviews and they keep getting deleted. All I can say is run from this business as fast as you even thought you can. Just read how many people have gone on for years without having their problems solved. I'm one of them. All over $$ worth of two screens. If a company can't back up their contract on screens something is very wrong. So whether to deal with it anymore they choose to ignore it. My last two reviews have mysteriously disappeared. That's partly the BBB fault for listening to Universal Windows telling them they've done all that they can. I will not let them off the hook that easily. Like everyone says they certainly take your money asap like as soon as you hang up, but never follow through until people go here to voice their concerns.Universal Windows Direct
Date: 08/22/2023
Kim, we are truly sorry to hear your expectations were not met with us here at Universal Windows Direct. We have reviewed your account and see our team provided estimates for your requests. If you have additional questions regarding your contract please contact the Customer Experience Department directly at ***** *********Review fromF. M.
Date: 08/07/2023
1 starSales person flat out lied to us.
1) Was told we would save 30% on our energy bill. This was discussed in great detail and was a major factor in our decision. Was informed later that i would have had to purchase siding and doors to be eligible for this.
2) I asked if they employed their own installers or hired sub-contractors, was told they did not hire sup-contractors. The installers and the crew that came to fix some issues were sub-contractors.
i know this because i asked them.
3) Was told if windows were broken for any reason they would be fixed, Not true.
4) Was told they manufactured their windows, according to the installers this is not true.
Their quality control needs to be better, had some issues that should have been caught if they were inspected.
Had an issue with one window that took about 12 weeks to fix,
I will not recommend these windows to anyone.
The sales person should be terminated and pay for part of my bill,Universal Windows Direct
Date: 08/22/2023
Frank, we appreciate your feedback of this experience and apologize for the less than satisfactory experience you had with us here at Universal Windows Direct. Our products are custom manufactured specifically for your home's measurements to ensure the perfect fit and covered under warranty should you have servicing needs. If you have concerns at this time, please contact the Customer Experience Department at (**** ******** so they can assist you directly with any questions you may have at this time.F. M.
Date: 08/24/2023
I see in your response that not one of my four issues were addressed. You did say (our products are manufactured specifically for your homes measurements) which reminded me of a fifth issue, one of the widows did not fit correctly and had to be replaced.
I have contacted your Customer Service Department three times with these issues and NOTHING has been resolved. Not ONE of my issues have been addressed.
Answer these questions
Is it OK for the salesperson to lie to make a sale?
If your answer is no, then something needs to be done with the sales person that LIED to me.
Do you own the company that manufactures the windows you sell? I was told you did.
Does this company manufacture windows only for Universal Windows? I was told it did.
Do you hire sub-contractors? I was told you do not hire subcontractors.
Will the windows save 30% on utility bills? I was told they would, This was discussed in great detail and a major factor in our decision
to purchase these windows,
I truly regret dealing with Universal Windows. This is the worst experience I have ever had with any of the home improvements I have had.Review fromMark D
Date: 08/02/2023
1 starAt first seemed like a good deal , they called back within minutes , now that I'm trying to cancel they won't call back at all , you get 3 days to cancel and now this is the fourth day and nobody will return my calls , they do this on purpose do you can't cancel , don't go with this company , make sure you send the cancellation paper in by 3 days , and if you finance , call them up and start the cancellation processUniversal Windows Direct
Date: 08/07/2023
Mark, we are truly sorry to hear about your experience with us and understand how frustrating this must be for you. To discuss your experience directly with someone please contact us at ************* for assistance.
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