Complaints

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:01/03/2023

  Type:Order 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 12-17-22 (Saturday) Bill S****** did a presentation for Universal Windows Direct for windows in my home. The product seemed acceptable. I gave him a check for the first half of the order (50%) and he went over the options for the balance due. I rejected that offer because I would have had to pay 90% of the balance before even seeing the windows. He countered with a financing offer of "6 month no interest" if I qualified. As I have excellent credit, the company approved and Mr. S****** assured me the loan would not be submitted until the windows had been installed to give me the full 6 months to pay the loan off. I was clear with him about not paying more than 50% for the order as I have heard too many stories about people being scammed. The next business day I received an email from the financing company *********) asking for me to approve the payment they intended to make on my behalf to Universal Windows Direct. I immediately chose "Decline" as the option and called my bank to stop payment on my check I gave Mr. S****** on 12-17-22. Then I called Universal Windows to tell them I was cancelling the order completely as I had been lied to and would not do business with them. I could not get Mr. S****** on the phone & left a detailed message on his Supervisor's voicemail (**** **********) with my name/cell number. I contacted ******** and told them Not to pay anything as I was canceling the contract. This all occurred on Monday 12-19-22 (business day #1). I never got anything in writing until 12-30-22 from ******** with cancelation paperwork dated 12-17-22 giving me 3 days to cancel. Every time I call ******** I get told they will contact "The Merchant" and get back to me. I keep emphasizing that I exercised my rescinding right on Day One, I cancelled payment to Universal Windows, and have told both parties as much. No one has contacted me except the paperwork I received on 12-30-22 from ******** about the financing arrangements/cancelation. Universal Windows=bad

  Business Response

  Date: 01/04/2023

  Thank you for outreach on Complaint ID #********. We apologize if this homeowner felt there was any miscommunication regarding their appointment and sale. We appreciate the chance to investigate their project, and can confirm that this job has been cancelled and a refund sent to the financing company. Our Sales Manager also reached out to connect with the homeowner regarding these updates. We thank you for the chance to respond, and clarify any confusion. Thank you. 

• Initial Complaint

  Date:12/21/2022

  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.

  Purchased windows, doors, and storm doors through Universal Windows Direct on January 19, 2022. Salesman measured, another employee came out to check measurements a 2nd time. They were both told it needed to be a complete tear out but neither one of them measured for a complete tear out of the windows and doors so the contract had to be changed and more money borrowed due to their negligence. Each time delaying our install 12-14 weeks. Install was finally scheduled September 30, 2022 however when the installers arrived they were unaware it was complete tear out and didn’t have all the necessary products to complete the installation. They tore out the front door only to realize the door frame was not wide enough but did their best with what they had to install the front door. The remeasured for complete tear out before they left. We contacted them November 2, 2022 regarding wanting our installation complete by the end of November and was told that wasn’t going to be possible. They assured us that they were putting a rush on this. Our next installation date was suppose to be tomorrow December 22, 2022 but we were informed today that it wasn’t going to happen as this needs to be a 2 day install and they don’t know where our doors are that we’re supposed to be ready by December 19,2022. We wanted this done before this winter. Please help us resolve this matter as we have been paying on the loan for this since March 2022.

  Business Response

  Date: 12/27/2022

  Thank you for the outreach on Complaint ID #********. We would
  like to apologize if the delays to this customer’s project have caused them any
  frustration. It is never our goal for a product to come at the incorrect size,
  and as soon as it was discovered, we did place a reorder to get the sizes
  needed. To make sure this is taken care of as soon as possible, we will be
  reaching out to the customer directly with updates on next steps, and to
  coordinate the return visit for both the remaining windows and the door. We
  appreciate the chance to respond, and we look forward to getting this resolved
  for this customer.

• Initial Complaint

  Date:12/19/2022

  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.

  Universal Windows came out and did an install job on Sept 8 2021. The job was not finished and over half the windows were not finished properly leaving part of the interior wood exposed to the elements. We heard nothing from them for 6 months. They sent 2 guys out and they said they didn’t have the correct break to bend the metal to cover the windows correctly. Now they refuse to send anyone out until we pay the full about owed.

  Business Response

  Date: 12/23/2022

  Thank you for the outreach on Complaint ID #********. We will be reaching out to the homeowner in attempt to schedule a return visit to finish the remaining work on the exterior of the home. This homeowner's products are installed, and what we have asked them for is to pay a portion of their balance due ahead of our next visit, as the products are installed. We will be reaching out to them to discuss our return visit and the final balance, and we appreciate the chance to respond! 

• Initial Complaint

  Date:12/05/2022

  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.

  Over a month ago I had Universal Windows come out to install 4 windows and a sliding glass door. Well they showed up and the basement window and the sliding glass door were measured wrong and they could not be installed. While I understand mistakes happen I was ok as they said no worries we will reorder them and get them installed as soon as they are in. All good. They installed the 3 that were measured right. After they left and I looked more closely the 3 they did install were wrong as well. I live in a Condo and they all have to be the same. WHICH I DISCUSSED WITH THEM BEFORE ORDERING AND STRESSED THIS OVER AND OVER. The grids were all wrong and they didn't even match from first foor and 2nd floor. I reached out that night to let them know, then called first thing the next morning as well. I tried SEVERAL TIMES to get in touch with the person I spoke with and confirmed all the details and got the run around. After 3 calls prior to noon I finally got someone else and told him the issue, sent pictures and waited for confirmation my email was received. After hours of not hearing back I tried to call and AGAIN got the ruin around and had to leave a message. That was a Friday. Monday came and still nothing so AGAIN started calling and got the run around AGAIN after my 3rd call I finally got the guy that I sent the pictures to and he said "Yea I got them" (good to know) and we will get it taken care of. That was a month ago and I have not heard from anyone. No apology no update NOTHING. THIS IS THE WORST EXPERIENCE I HAVE EVER HAD AND ADVISE ANYONE THAT READS THIS NOT TO USE UNIVERSAL WINDOWS.
  
  Had they reached out and apologized and kept me posted on what was going on everything would have been fine BUT I still only have 3 of the 5 windows that I paid for, which are still wrong, and have not heard a word from anyone at Universal Windows. HORRIBLE CUSTOMER SERVICE.

  Business Response

  Date: 12/07/2022

  Thank you for reaching out to us on Complaint ID #********. We had the chance to review this customer's project with our Operations team, and also got to reach out to the homeowner directly to discuss. We have placed the order for the parts (window, sashes) needed after our initial visit. We are also working with her on her shutters. We will continue to follow up so that we can ensure that this gets resolved as soon as possible for the customer. We appreciate the chance to respond. Thank you. 

  Customer Answer

  Date: 12/07/2022

  I am rejecting this response because:  while they addressed some of the issues in this response they did not mention the 2 windows that could not be installed because they were measured I correctly. They did mention it to me in our brief conversation,  until the job is completely finished I am not comfortable saying I am happy.  Based on my experience so far I am not confident that it will be taken care of.  I was told these items were ordered a month ago and now I'm told there is no record of any of this.  
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 12/22/2022

  Thank you for the additional response on Complaint ID #********. We had our technician out this week to get the measurements and paint color of the shutters in question. He has provided us with that info and we are working to get the shutters ordered and ready to go so that we can replace the broken ones. As stated prior, the products that had to be reordered have already been ordered and are in production. We appreciate this homeowner's patience as we await the product's arrival to our warehouse so that we may schedule our return visit. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 12/22/2022

  That is all true but until the actual work is all completed I would like to keep this open.  I only heard from them because you got involved so I am afraid if you do not remain involved they will revert back to not responding.  Thank you so much. 
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:11/21/2022

  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.

  UWD did a poor installation of my patio door resulting in leaks that rotted my subflooring. UWD accepted responsibility and after a month came out and made temporary repairs in August. After several additional weeks, they removed and reset the patio door and I was told to have the subflooring replaced and turn in the costs for reimbursement.
  
  My laminate floor had to be replaced to correct the rotted subflooring and I kept in contact with Tim Ebright of UWD every step of the way. The work was finally completed 10/8/22 and I promptly submitted my reimbursement request. After numerous calls and emails, I was told charges where approved and a check would be issued.
  
  UWD now will not return calls or answer emails and I need help collecting $2,255.27.

  Business Response

  Date: 11/23/2022

  Thank you for reaching out on Complaint ID *********. We sincerely apologize for the delay on the reimbursement check that was promised to this customer. We are working with our accounting team, and the check will be cut next week, due to the short work week this week with the holiday. It will then be mailed to the customer directly. We appreciate their patience and look forward to having this resolved for them quickly! Thank you for the opportunity to respond. 

  Customer Answer

  Date: 12/06/2022

  I accept the business's response to resolve this complaint. The business was unfortunately unresponsive until we got the BBB involved to get our money promised to us for 2 months.

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

• Initial Complaint

  Date:11/15/2022

  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.

  Windows were ordered on 5/5/2021 specified as per the contract (attached) The salesperson specifically said we would not have to pay anything beyond the 40% down payment until the order fulfilled with all items listed on the contract. This was confirmed on the day of initial install (October 2021) when the installers asked for payment, but then called the office after ******** (my spouse) mentioned what the sales rep said, and the contract clearly shows the “PetMesh” on all windows and “Obscured / Tempered”
  in the bathroom. This was put in writing on the tablet used by the installers, and we did not agree that the work was completed.
  
  In February 2022 a technician visited with the obscured/ tempered bathroom window, and did not have the PetMesh Screens. This person stated that he would put in the request for the screens, and specifically stated that he “wasn’t even going to ask for payment since they didn’t get you everything you ordered”. This technician used his tablet device to enter this information and said that it may be a while, as things are backed up due to Covid-19 supply chain issues.
  
  In July 2022 we received a phone call stating that we had an unpaid balance. We explained the situation asked if they had the PetMesh screens ready yet, and the customer service/ collections agent said that the balance would need paid before any other work could be performed. I asked to speak to a supervisor and discovered that the technician in February had not actually put in any request for the PetMesh screens. The supervisor agreed to send a technician out who could change the screens, within a week,
  and I agreed to pay in full upon completion.
  
  The technician arrived and he stated that the type of screen / window frame that was installed is NOT compatible with the PetMesh that was ordered and that they would have to order that. He made sure to show me that he was scanning the window barcodes and submitting the request properly, but again stated that it may take a few months to arrive.
  In October 2022 ******** received a collections letter (attached). I called UWD and spoke with someone who claimed to be “the highest person you can speak with” and was told there was no one higher than her, as the company owners won’t respond. This representative stated that the PetMesh replacement was considered “warranty work” (even though this was part of the initial order, and not damage etc.) and that absolutely no further work will be performed until they receive payment of $5778 (greater than the
  $5250 outstanding on the contact). I offered to make a partial payment in good faith, and she stated that the entire amount would need to be paid.

  Business Response

  Date: 11/18/2022

  Thank you for the outreach on Complaint ID #********. We had the chance to speak with the customer about their project today, and we appreciate the opportunity to do just that. We have corrected the discrepancy on their account regarding the balance due. We also have scheduled our return visit to get the new screens put in and to do a walk through of their project. We look forward to the upcoming appointment so that we may get this wrapped up for them. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/15/2022

  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.

  Constituent calling regarding Universal Windows. The constituent purchased windows from them. A subcontractor actually installed the windows and did damage. The contractor has scheduled to come and fix damage that was done, but they have cancelled and rescheduled many times. The total balance is about $10,700.

  Business Response

  Date: 11/16/2022

  Thank you for the outreach on Complaint ID #********. We have reached out to this customer and left two voicemails to get some additional information regarding his claims in the complaint. From our notes, all of the product has been installed and we do have a replacement mainframe on order, as part of our lifetime warranty, to replace one that is damaged. We also would like to get some additional information about the repairs he made on the project. We look forward to hearing back from him so that we may bring this to a resolution as quickly as possible. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 11/16/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  **** ******