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

   

  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 ********* ** ********** We 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. 

• 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.

  I was completely swindled by the salesman who came to my house to sell me windows and Universal Windows Direct of Pittsburgh will not return my phone calls or correct the issue. I bought 4 "pro" horizontal sliding windows for my basement, which I was convinced by the company that I NEEDED to go with them because "my windows were a custom size, so they needed to be custom made." I found prefabricated windows of my size from multiple suppliers, but I decided to continue with the company anyway because they offered a lifetime warranty as well as full cleanup and disposal of my old windows. After having two windows installed, I couldn't believe the shotty craftsmanship for the $6,000 they charged me. The windows are not as advertised; they do not have the advertised hardware, track, and they don't even fit into their fabricated frame. They get crooked with the slightest movement and then it's like trying to push a diamond through a square. Even the contractor who installed them said they "f***ed up" and he couldn't even believe it. He took my remaining two windows (that were not yet installed) back to his boss. His boss did end up calling me once, saying he'd only correct the issue after the remaining two windows were installed. In addition to this mess, I applied for their financing option, which took a staggering 21 point hit on my credit score. I didn't even receive that much of a hit combined when buying a house and refinancing my car. So far, I have called them at least 6 times with no response. I keep getting the run around of, "oh, so-and-so will call you back either today or tomorrow," which never comes. A very corrupt company that does not live up to expectations. I've attached pictures of the crooked wheels on the bottoms of the windows and the crookedness. I don't even want the windows that are installed. I want the company to remove them completely and Ill install my own.

  Business Response

  Date: 11/17/2022

  Thank you for the outreach on Complaint ID ********** We appreciate the chance to review the details of this complaint. We had the chance to speak with the customer yesterday, and were able to set an inspection visit with our Field Technician today to inspect the windows that are installed into his home. Based on this visit, we are reordering the sashes for those windows under our lifetime warranty. We will then work with the customer to schedule the return visit to complete the installation. We also were able to connect him with our Finance Team to help answer any questions he had related to his financing. We appreciate the chance to address this for the customer, and we look forward to our return visit so that we may bring this all to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/24/2022

  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.
  

   

  I am not willing to accept any form of resolution UNTIL my windows are fixed in my house, not some verbal guarantee that they will be. Universal Window's verbal promises and no follow-through are what led me to contact the BBB.  I would also like to work with a different point of contact within the company.  Currently, someone named Mike T***** holds the reigns on my contract and I do not feel he is responsible enough for the position.  On the phone, he has called me a liar multiple times and that nobody other than him can handle my case.  This is extremely unprofessional and I want to speak to someone neutral within the company.

   

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ***** *********

  Business Response

  Date: 11/30/2022

  Thank you for the additional outreach on Complaint ID ********** After we received the information regarding this customer's complaint, we reached out to the customer directly and scheduled our Field Technician out to inspect the project with the customer. As previously mentioned, our Technician did indicate that we needed to reorder the sashes for the windows currently installed into this customer's home, which we have done. We are awaiting those sashes to arrive so that we may bring the other windows and the sashes in order to complete the installation. We have multiple team members tracking this order to ensure we can return to the property as quickly as possible. At this time, the estimated arrival date of the sashes to our warehouse is the week of 12/19. Once we have confirmed they have arrived, we will contact the customer to schedule our return visit. Should he need anything in the meantime, he can always reach out to our Customer Service Department for updates. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/20/2023

  Complaint Detail / Problem
  
  I have ordered 4 windows total. Two are already installed, and my remaining two windows are still to be delivered. The problems began whenever we discovered that all four windows were not manufactured correctly; however, two were already installed before the mistake was caught. Universal and I agreed to postpone installing the remaining two windows until the "sashes" were replaced and that the sashes would need to be replaced in the installed windows as well. A service technician came out and replaced the two sashes in the installed windows, which I have no problems with as they are now. There are three problems I'm having now, the timeline of my contract, acquiring the remaining two windows with the "old" sashes in addition to the replaced "new" sashes, and the remaining balance Mike T***** has verbally agreed to. Whenever I first signed my payment contract with Universal Windows, I chose to pay off the balance within one year with no interest. The end of that contract is coming up in a couple months and Universal has not provided me with the service they have promised. I need my remaining two windows (with the new sashes installed and the old sashes on the side) delivered to my home. Not installed, but strictly delivered. I've tried to have this arranged numerous times, but they never arrive and after a phone call with Mike T***** on 4/20/2023, he is insisting that I am not entitled to the remaining two old sashes whenever I was already promised by Mike H that I am. In November of 2022, I've expressed my concerns to Mike T***** with the state of the project and how I'm disappointed with everything. He agreed to fixing all window sashes, delivering my remaining two windows without installation, and has agreed that if I cut all ties with Universal by removing their warranty, then my grand total would be $2000. Since I've already paid $1000 upfront, my remaining balance would be $1000. After the phone call on 4/20/23, he has denied all financial claims.
  

   

  Desired Outcome:
  Billing adjustment; Delivery; Modification/discontinuance of an advertised claim

  Business Response

  Date: 04/25/2023

  Thank you for the additional information on Complaint ID ********** We recognize that there has been confusion around the resolution expected of both parties when it comes to this homeowner's project. What he has outlined in his complaint as his requests are not noted as an offer on their account with UWD. We appreciate the chance to review the request and to reach out to the homeowner to discuss, as was also requested on the call that occurred with the homeowner at the end of this past week. We look forward to the chance of bringing this to a resolution for this homeowner. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/01/2023

  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.
  

  This is a prime example of the on-going issues I've been having with the company. In their response, they have stated, "What he has outlined in his complaint as his requests are not noted as an offer on their account with UWD". UWD has been making verbal promises without taking notes or recording phone calls. The representative on their end, Mike T*****, is the one who makes verbal promises, doesn't record those promises, then calls me a liar. After a phone call with JP on 4/28/2023, he has agreed that my notes and conversations with Mike were, to my detriment, not recorded.  However, I am working on a settlement agreement with JP as of 5/1/2023, but I do not feel comfortable closing my BBB complaint until this issue is officially resolved. Otherwise, I fear I may get brushed aside again, similar to what happened in November of 2022.

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

• Initial Complaint

  Date:09/29/2022

  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.

  2. Dressing room window leaks immediately after installation, installed 8/19 3. Door window glass arrived was not the style discussed with the salesperson. We discussed Pebbled Glass and Hammered Glass was installed 4. 8/24 9a spoke with a female that insisted that I was wrong Re: door glass even though I had never been shown any example of the door glass style 5. 8/24 11a spoke with Shannon and she said UWD would work with me Re: the door window glass, that they will send estimates with finish Blanca or Streamed 6. 9/5 rage posted about how the windows are leaking and the door is too now leaking 7. 9/6 11am UWD called and did not leave a message 8. 9/6 1130a Shannon called to schedule follow up on the door. Initially, the appt was Friday but I’m working. Now it’s 9/07 8-10a 9. 9/11 rain, 2/4 windows leaked 10. UWD 9/12 responded to another IG rant with no real resolution 11. 9/15 @ 1400? no response from UWD. LM for Shannon with Nicole 12. 9/18 @ 1120a no response from UWD. LM for Shannon with Christy 13. 9/27 Mike spends ~4 hours here reworking the windows and taking out the weep hole covers bc they come from the manufacturer warped and non-functional 14. 9/28 3 out of 4 of the windows leak again and water is sitting in the window rail inside the house. There is a steady drip inside the wall of the dressing room window 15. LM for service on 9/28. Called UWD at 0850a on 9/29 to get service scheduled since nobody at UWD had called me back. 16. 9/29 Mike the installation manager is supposed to call me back today to schedule another service call. I took the day off to get the windows dealt with. 17. Filed complaint with the PA AG 18. 9/29 Mike is coming by today to see what is happening. 19. 9/29 1015 A random manager called to confirm that Mike the installer did indeed call this morning to follow up. 20. According to the service tech that has been here thrice, this slider style window is a poor design and is known to hold water and leak.

  Business Response

  Date: 09/29/2022

  Thank you for reaching out on Complaint ID ********** We have been actively working with this customer to ensure that his concerns are getting addressed. We have our installation crew returning this afternoon to determine the cause of the leaking he is reporting; we certainly want to make sure that is remedied as quickly as possible. 

  With regards to the concerns with the door glass he has mentioned, he has already spoken with a Service Manager to get that handled, and we have the new style of glass on order for him. Once it ships and arrives to our warehouse, we will reach out to schedule our return visit to get that put in. 

  We never want a homeowner to be frustrated with their project; and we apologize if this homeowner feels that way. We have multiple team members and managers working with this customer to bring this to a resolution. We appreciate his patience and look forward to getting this resolved. 

• Initial Complaint

  Date:09/24/2022

  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.

  We are incredibly disappointed in the window replacement. Neither the sales person or person measuring the window told us that our new window did not fit properly like the broken window and therefore our window blinds no longer fit on that VERY expensive new window. The installer never brought it to our attention until my husband realized it after the install. We are repeat customers and will NEVER work with Universal Windows again. Their solution was for us to replace our other windows to keep the aesthetics the same with the new window.

  Business Response

  Date: 09/26/2022

  Thank you for reaching out to us on ********* ** ********** We are so sorry to hear that this customer is disappointed in their window install, as they are prior customers who are aware of our commitment to our products and our warranty. They were contracted for one double hung window in their home. As UWD performs a retrofit style of installation, our replacement window is measured and made to fit into the existing opening of their home. As such, there is a chance that blinds and/or window treatments may no longer fit post-installation, as is outlined in the agreement that we sign with the customer. We apologize if there was any confusion on their project but we sincerely appreciate the opportunity to respond. Thank you. 

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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.

  I purchased windows from this company previously at a home I sold and had a pleasant experience. Unfortunately, the more recent experience for my new home was not so good. I had a rep come out and asked very specifically if the same windows would work in my new home and she emphatically said yes. The Sale manager from the local office told me that that sale rep was reprimanded for sailing these windows to me at my new home, because they should have never been sold to me. The problem we are having is noise. We have had their tech come out on multiple occasions and verified the problem, they sent installer back to insulate, but nothing is working. I was promise a call back, but it has been a couple of months. We have had several deaths in the family so I had not been pushing this matter, so I guess they thought I had given up. I offered to pay the different to put the upgraded windows in, but they said to bad so sad, pay full boat to replace with the proper window. Bad business.

  Business Response

  Date: 08/31/2022

  Thank you for the outreach on Complaint ID *********. We would first like to apologize if this homeowner has been at all frustrated by their experience, as that is never our goal. We would like to clarify that none of our windows that we offer are sound-proof. The windows that this customer signed off on on their agreement are exactly what was ordered and installed into their home. If they are interested in upgrading to a different window, we would be happy to work with them to provide a quote to change the windows as we are not able to just order new sashes for the windows currently installed in his home. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/01/2022

  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.
  

  This email in response to the business answer to my complaint. There being disingenuous in their response; this was never about wanting a “Sound Proof Window this was about us ordering and having the exact same windows installed in another home we own, not even 8 months earlier and the same window not performing.  I believe there is a problem with the batch of windows they installed at current location. This was verified by both their own Installer and Technician they sent out.  We had stared a dialogue about a resolution and then calls stopped.  As I said, their own sales reprehensive sitting in my home and listening to the sound of traffic said this window would work for us as it did at the home I sold earlier in the year...that’s why we moved forward with this product.
  

   
  This have never been about money other than the fact that I don't like to waste it...  I asked that if we need to switch to another product that should work better that it is offered at a reduced rate.  At this point I’m not even looking to replace all three but just the one over the bed in the master bed room.  I think the is only right considering We have been a prior and at the time of initial complaint and existing customer.

   

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

  Business Response

  Date: 09/07/2022

  Thank you for the additional outreach on Compliant ID ********** As a prior customer, we hope that this customer does understand our commitment to our products and our warranty offered on those products. Between the two addresses that this customer has purchased our windows for, both have been our Classic package. The customer included in his response that if we need to switch to another product that should work better and we only brought up the fact that while there is a component of reduced sound transmission in our other models of windows, they do not fully sound proof a home, and cannot be expected to do so. We are more than willing to work with this customer on changing the window in the home, and would be happy to start with just the master bedroom as per the customer's request. We can reach out to the customer directly in order to discuss the details of this, and we look forward to our conversation with the customer. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/12/2022

  [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 ********, and I am currently awaiting and estimate to replace one of the windows.  One of there representative reached out; hopefuly this is a start but far from resolution.   I'll keep you updated
  
  Regards,
  
  ******* *****