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:03/21/2023

  Type:Delivery 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.

  Date of install: 3/16/2023.
  During install of windows our ceiling was damaged. Didn't inform us of the damage, and tried to cover it up with window caulking. Now I have this blob on our ceiling. Reached out to the sale person, no help. Reached out to their operations person, no help. Called customer service, no help.
  I want the issue fixed.
  We are very frustrated by the business practices.

  Business Response

  Date: 03/22/2023

  Thank you for the information regarding REMOVED. We appreciate the chance to review and respond to the details of this complaint. We apologize for any inconvenience that this homeowner has experienced after the installation. They have spoken with two team members this week, including our Operations Manager who has requested photos of the damaged area. Once we have a chance to review, as we were unaware of the damage prior to the homeowner's call, we will be following up with the customer on next steps so that we may get this resolved. Thank you. 

  Customer Answer

  Date: 03/22/2023

  [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 REMOVED and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  REMOVED
  
  

   

  They have received photos.
  

• Initial Complaint

  Date:02/16/2023

  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.

  Back in December of 2021, Universal Windows Direct from Bedford Hts, Ohio came to do over 15 windows for me at my home in Pittsburgh. They forgot to measure for one of the windows, did not have 3 of the other windows and 1 window was mismeasured. They put a bay window in for me in my dining room and did not miter the corners of the window, just a straight piece of wood. The handles to crank the windows open are floating so you cannot put any pressure on the crank to open the windows. The had chipped off freshly painted walls in my 3 bedrooms, dining room and hallway. With the one window that was removed before they checked to see if they had the replacement, they destroyed my frame and had to piece it back together with foam, and it still is like this 13 months later. The screens for the windows do not fit any of the windows installed. Also, I paid for micro screens that you should not be able to see the screen, but I received the cheap screens. I complained to the company, and they sent out someone to investigate. The man reported that it was a horrible job and that the installers were fired. I asked for my deposit back and that they could have their windows once I replaced their windows with a one's that were decent. I had talked to this company many times asking for them reimburse me so I can put a downpayment on different windows, but they will not. Now they are threatening me to pay, or they will place a lean against my credit.

  Business Response

  Date: 02/16/2023

  Thank you for the outreach on REMOVEDWe are very familiar with this homeowner’s project. They have already received a substantial discount on the balance owed on their account for the removal of windows that were discovered to be mismeasured at the time of the installation, instead of UWD reordering the windows at the needed size. Regarding their concerns with the screens, the homeowner was contracted for our Flex Screens, which is the standard option that comes with windows that have a laminated exterior, as it ensures that the screen will not damage the outside of the window. The remaining items, “punch list” service items, can be handled by a technician; however, the homeowner does still have a sizable remaining balance owed on their project which does need to be addressed. We appreciate the chance to provide these extra details regarding the project. Thank you for the opportunity to respond.