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:08/15/2025

  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 invested over $16,000 with Universal Windows Direct (UWD) in 9/2021 expecting quality installation and energy savings. Instead, *** had years of drafts, poor workmanship, and dismissive customer service, costing me thousands and disrupting my life.Timeline:1/2022 Reported no energy savings; bills increased.12/2022 Sent photos of drafts/poor fitting.1/2023 Tech added foam in slides, found faulty gas in living room window but never ordered replacement; suggested attic insulation was the issue.9/2023 Paid $1,100 for insulation/venting.12/2023 Paid $475 for home energy audit.7/11/2025 Reported poor weather stripping and gaps; CSR rude, demanded payment without terms/confirmation.7/21/2025 Paid $250 for third-party inspection confirming leaks/poor installation; UWD tech noted same issues, promised scheduling call.8/4 No follow-up; I called for next steps.8/5 Scheduled 8/15 repair; told windows would be shimmed, large window replaced. Faulty gas window from 2023 still not ordered.8/12 Inspector advised loose fit/warping is common and requires replacement. I requested full replacement; promised management call in 48 hrs never received.8/14 Adjusted work for 13 PM repair; techs arrived 9:30 AM. They confirmed all windows must be reinstalled; faulty living room window still not ordered.Impact:$1,825 in extra costs due to poor installation Loss of work ***************** loss for nearly three years Unfulfilled warranty obligations I am giving *** this opportunity to repair in compliance with Wisconsins Right to Cure law. I will have Energy Star testing this winter to confirm resolution. If not, I will seek legal advice for damages.Resolution Requested:Full replacement/installation of all windows Immediate replacement of faulty living room window Reimbursement for inspection/impacts related costs ***************** of compliance with industry standards and **** guarantee, with no future service trip costs.

  

  Business Response

  Date: 08/19/2025

  Thank you for the opportunity to respond to Complaint ID #*********** take customer satisfaction seriously and we have been actively working to resolve the issues reported. A manager from the ****************************** reached out to the customer yesterday to follow up on their concerns. Our records confirm that our service team has been out to the home multiple times to address the concerns. On 8/15/2025, an installation team came out and reinstalled all windows to ensure proper performance. In addition, we currently have a new picture window on order as well as a replacement top sash to address the seal failure that was identified. We want to emphasize that we are committed to honoring our warranty and we will continue to complete the necessary work once the remaining products arrive. We cannot guarantee that all future visits will be without service charges as this depends on the nature of the request and whether it falls within our warranty coverage. We remain dedicated to ensuring the installation meets our quality standards and will continue to communicate with the customer as we work toward completion. 

  Customer Answer

  Date: 08/19/2025

  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 respectfully reject Universal Windows Directs response. While I acknowledge that repairs were attempted on 8/15/25, their reply fails to address the following critical issues:

  
  Three-Year Delay in Resolution: My concerns were raised as early as January 2022 regarding lack of energy savings, drafts, and improper installation. Despite repeated communication, inspections, and service visits, no meaningful resolution occurred until August 2025. This delay is unreasonable and far below industry standards.

  Excessive Burden on Customer: To prove defects that should have been covered under warranty, I was forced to spend additional money on insulation, an energy audit, and a third-party inspection. I also endured repeated disruptions to my work schedule due to mismanaged appointments. These costs and disruptions were directly caused by **** failure to address issues in a timely manner.
  
  Failure to ************* Efficiency Guarantee: UWD advertises an energy efficiency guarantee (see: ***************************************************************************************************************************). From installation through today, my energy bills have increased rather than decreased, contradicting that guarantee. This fundamental issue has never been addressed in UWDs responses.
  
  Ongoing Unresolved Issues: The living room window with a failed gas seal was identified in January 2023 but has still not been replaced as of August 2025. While *** notes that a new unit is on order, this 2.5-year delay is unacceptable.
  
  Warranty Concerns & Service Charges: UWDs response states they cannot guarantee future service visits will be free of charge. Given the lengthy history of installation defects, this statement undermines confidence that warranty obligations will be fully honored without further cost to me.
  
  Customer Impact Summary:
  -$1,100 Attic insulation/venting (unnecessary expense per UWDs misdirection)
  -$475 *********** audit
  -$250 Third-party inspection to confirm defective installation
  -Increased energy bills for nearly three years despite efficiency guarantee
  -Multiple lost work hours and personal disruption due to repeated service visits
  -Stress, frustration, and diminished confidence in **** warranty protections

  
  Conclusion:
  UWDs actions to date do not erase the years of unnecessary costs, stress, and energy loss I endured. Their response does not acknowledge responsibility for these failures or offer restitution for the financial and personal impact caused by their poor installation and lack of follow-through. For these reasons, I reject the businesss response and maintain that *** has failed to uphold its advertised guarantees and basic standards of workmanship and customer service.
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 08/25/2025

  Thank you for the response regarding Complaint ID #************** reviewing the details provided, we would like to clarify that all the issues mentioned fall within the scope of the products warranty. Our team has continued to provide service in accordance with that warranty and remains committed to completing the necessary work as soon as the outstanding parts arrive. Specifically, the two windows that the customer noted as needing service have already been ordered and are expected to be received shortly. Once delivered, we will promptly schedule and complete the required installation/service. We also acknowledge that the customer pursued additional steps outside of our service process. While we respect those decisions, they were independent homeowner choices and not requirements made by Universal Windows Direct. For this reason, we are unable to assume responsibility for or reimburse those expenses. It is also important to recognize that energy rates are rising across the *************, which can naturally impact utility costs regardless of home improvement projects. Our goal is to ensure that the customersproducts are performing as intended so they can receive the full efficiency benefits they were designed to provide.
  At present, the customer is working ************************ with a Customer Experience Manager, who will continue to provide updates and ensure that all warranty work, including the replacement of the two windows, is completed in a timely manner. Our commitment remains the same: to deliver a product that performs as promised and to resolve all outstanding service needs. We appreciate the customers patience and cooperation, and we thank the BBB for the opportunity to provide this response.

  Customer Answer

  Date: 08/25/2025

  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
  
  Following the most recent service visit on 8/15 I conducted a full inspection of all windows. A Right to Cure notice was sent in the mail 8/25 via certified letter. The following deficiencies remain:

  Top Sash Movement: All 13 double-hung windows have noticeable side-to-side or in-and-out movement in the top sash, suggesting loose installation and lack of air seal.
  Caulking Deficiencies: Poor caulking with visible gaps identified on both the interior and exterior portions of several windows.
  Weather Stripping Issues: Lower sash weather stripping is missing or defective on 7 of the 13 double-hung windows.
  Locking Mechanisms: 11 of 13 double-hung windows have one or both sash locks that do not provide firm resistance (lock too easily, indicating poor seal and security).
  Mechanical Defect Master Bedroom (Right Window): Plastic molding with s**** in rail causes top sash to stick/jam during movement.
  Living ******************************* Seal: Originally reported in January 2023, but not ordered after two technician visits. Finally ordered on8/15/2025by a service repair technician.
  Last update (per *******, **************** Manager): Estimated warehouse arrival is September 15, 2025.
  
  Despite multiple service calls and reinstallation efforts, the windows continue to show signs of poor workmanship, defective installation, and unresolved warranty issues. These findings will be documented as part of the Right to Cure process. Independent Energy Star testing this winter will verify air leakage and energy loss. If the issues are not resolved, I will seek legal action for breach of warranty, false advertising regarding energy savings, and violations of Wisconsins Home Improvement Trade Practices Act (Wis. Admin. Code ATCP 110).
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 08/26/2025

  Thank you for taking the time to reach out and share your concerns regarding your windows. We genuinely appreciate your feedback, as it plays a vital role in helping us improve our services. We understand how disappointing it can be to face issues with a product you expected to enhance your homes comfort and efficiency. Since many of these concerns have just come to our attention, we want to address them as quickly and effectively as possible. The Customer Experience Manager will be reaching out shortly to schedule a service appointment, during which, the technician will conduct a thorough inspection of your windows to identify the specific problems youve reported. You can choose to have this inspection scheduled right away, or if you feel it would be more convenient, we can wait until the replacement glass arrives on-site. We want this process to be as smooth and accommodating as possible for you. Its important to note that, while our technicians will conduct an inspection to get to the bottom of the issues youre experiencing, our previous assessments did not reveal any problems. We pride ourselves on our rigorous quality control processes, and we always strive to ensure that our products meet the high standards we set. We know that our windows are designed to improve energy efficiency significantly. However, if your home has insulation or sealing issues, the expected benefits may not be fully realized. We highly recommend looking into an evaluation of your homes overall insulation and sealing, as this could help maximize the efficiency of your home. Additionally, with the recent and substantial increase in energy costs across the country, the potential savings may not be as noticeable as we would all like. We sincerely apologize for the frustration youve experienced regarding your windows. Our commitment is to provide not only a top-quality product but also customer service that meets your expectations. Your feedback is invaluable to us, as it helps us learn and grow as a company. Thank you once again for bringing these matters to our attention. We are dedicated to making things right for you and enhancing your experience with our products.

  Customer Answer

  Date: 09/03/2025

  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.
  
  After submitting my complaint and mailing a Right to Cure notice, I was contacted directly by *****, the Business Operations Manager. He explained that he had not been made aware of my case until now and apologized that my concerns were not escalated sooner by the customer service team. An appointment is scheduled for 9/9 at 3:30 PM with ***** and a technician to walk through all of my concerns and document them to ensure the windows are repaired to company standards.
  
  I do appreciate Tylers prompt outreach and willingness to address these long-standing issues. However, I remain very disappointed with the companys prior handling of my case and the dismissive responses submitted to the BBB on its behalf. The lack of communication, professionalism, and escalation has resulted in significant lost time, multiple disruptions, and additional expenses for outside consultations and services I had to pursue in order to validate my concerns.
  
  Had the company properly addressed the evidence and proof I submitted back in 2023, I do not believe this situation would have escalated to this extent. I remain hopeful that the upcoming visit will result in a complete and lasting resolution.
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 09/08/2025

  Thank you for the response regarding Complaint ID: ********. We appreciate the customers continued feedback and the opportunity to address their concerns. Our team has reviewed the issues outlined and remains committed to providing a resolution. To ensure a thorough review, we have scheduled an on-site inspection with both our service technician and operations manager for September 9th, 2025. During this visit, we will carefully inspect the items listed and discuss the next steps needed to bring the project to resolution. We value the customers patience as we work through this process and will provide updates following the inspection to ensure transparency and resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/11/2025

  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.
  

  At this time, I will not accept the responses from the business until the work is fully completed and the company provides an offer to make our added time and expenses whole. Only then can my trust in the company begin to be restored, and only then would I consider continuing to work with the company or providing referrals.

  
  There has been a clear disconnect between the corporate customer service team and the local business operations. The Operations Manager made it clear to me on several occasions that they were not aware of my case until my certified Right to Cure notice and supporting evidence packet were received. This failure to escalate concerns and properly respond is unacceptable and must be addressed.
  While the local business team is now working in good faith to correct the problems, corporate has failed to uphold its responsibility to ensure customer concerns are handled professionally and in line with warranty and service commitments. The business must take responsibility for this breakdown in communication and demonstrate accountability, not only by completing the repairs but also by acknowledging the additional costs, time, and stress that have been placed on me as the consumer.
  
  To resolve this matter in full, I request the following actions:

  Completion of Repairs
  Full correction of all installation deficiencies documented in my complaint, inspection reports, and Right to Cure notice.
  Immediate replacement of the living room window with the faulty gas seal (first reported January 2023).
  Assurance in writing that all windows will be reinstalled/repaired to meet manufacturer and industry standards.

  
  Reimbursement of Documented Out-of-Pocket Costs
  $1,100 for attic insulation/venting (purchased following incorrect advice from *********** tech).
  $475 for independent home energy audit.
  $250 for third-party window inspection confirming poor installation.
  Total reimbursement requested: $1,825

  
  Goodwill Compensation for Consumer Time & Disruption
  Recognition of the significant time, effort, and lost productivity I have spent over nearly three years advocating for resolution (documenting evidence, scheduling/canceling work, adjusting to missed appointments, and pursuing outside consultations).
  A goodwill payment (suggested range $1,000$1,500) to acknowledge this burden and to restore trust and goodwill.

  
  Total Requested Resolution:
  Completion of all repairs/replacements.
  Reimbursement of $1,825 in documented expenses.
  Goodwill payment of $1,000$1,500.

  
  This resolution would demonstrate accountability, repair trust, and allow me to consider future business with *** as well as recommending the company to others.
  
  Regards,
  
  ******** ********

  Customer Answer

  Date: 09/11/2025

  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.
  
  At this time, I will not accept the responses from the business until the work is fully completed and the company provides an offer to make our added time and expenses whole. Only then can my trust in the company begin to be restored, and only then would I consider continuing to work with the company or providing referrals.
  
  There has been a clear disconnect between the corporate customer service team and the local business operations. The Operations Manager made it clear to me on several occasions that they were not aware of my case until my certified Right to Cure notice and supporting evidence packet were received. This failure to escalate concerns and properly respond is unacceptable and must be addressed.

  
  While the local business team is now working in good faith to correct the problems, corporate has failed to uphold its responsibility to ensure customer concerns are handled professionally and in line with warranty and service commitments. The business must take responsibility for this breakdown in communication and demonstrate accountability, not only by completing the repairs but also by acknowledging the additional costs, time, and stress that have been placed on me as the consumer.
  
  Regards,
  
  ******** ********

  Customer Answer

  Date: 09/12/2025

  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.
  
  The inspection on 9/9 went well. Both the technician and operations manager were open to hearing our concerns and apologized for the long-standing fight we have endured. It was made clear to us that there has been a serious disconnect between the corporate customer service team and the local business operations. The Operations Manager confirmed he was not aware of my case until receiving my certified Right to Cure notice and evidence packet via ***** This failure by corporate to escalate concerns and properly respond is unacceptable and must be addressed.
  
  During the inspection, the technician confirmed the windows were very poorly installed, with screws placed in the wrong locations limiting proper operation. He adjusted all windows and added missing weather stripping to the top sashessomething the original installers failed to do. He also stated that all new window casing/frames would need to be ordered. The Operations Manager promised a full written follow-up after the meeting; however, three days have passed and I have not received it. I now once again have to initiate the contact to obtain basic follow-up.
  
  At this time, I will not accept any response from the business until:
  1. All work is fully completed to professional standards.
  2. The company personally reaches out to me (not myself initiating) and addresses how they are holding themselves accountable for allowing my case to slip through the cracks.
  
  We are a middle-class family that paid in full for these windows with the expectation of receiving a quality product. Unfortunately, our experience over the past four years does not reflect what was promised or what we paid for.

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

  

  Business Response

  Date: 09/12/2025

  Thank you for your response to Complaint ID #********. We would like to thank the customer for meeting with our technician and Operations Manager on 9/9. Following that visit, our Operations Manager contacted the homeowner again on 9/12 to confirm that all necessary replacement parts have been ordered, with an estimated arrival of early October. Once those parts are received, installation will be scheduled without delay to ensure the work is completed to professional standards. We recognize the homeowners concerns but want to clarify that our team has remained engaged and has already taken the proper steps to move this matter forward. The Operations Manager has provided direct communication and will continue to oversee this project through completion. Our priority is to complete the installation properly and ensure the customer receives the quality result expected. With the parts already in process and communication ongoing,we are confident this resolution is on track. Thank you for the opportunity to respond.

• Initial Complaint

  Date:08/01/2025

  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.

  Universal Windows Direct installed windows and siding on our home. We've had a number of warranty issues. They fixed a couple of them, but have not dealt with the others, and have stopped communication with us. We want them to complete the work.

  

  Business Response

  Date: 08/05/2025

  Thank you for the details regarding Complaint ID #********. Currently, our team is actively reviewing the details of the customers account with our Operations Manager to determine the next steps. We are in the process of evaluating the remaining items referenced and will be reaching out directly to the customer to schedule. We remain committed to honoring the terms of our agreement and warranty. Thank you for the opportunity to respond.  

• Initial Complaint

  Date:01/07/2025

  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.

  Window that were replaced leak air and have consistent condensation on them. Consistant black mold on windows seals. Windows bleached weekly. Have contacted the company on multiple accounts and they dont respond and when the y tell me it is happening cause I a plants. I tell them that this did not happen with my old windows. They say well I dont know. I just want all my windows fixed

  

  Business Response

  Date: 01/13/2025

  Thank you for the information regarding Complaint ID #********. We apologize, as we do not have any record of this customer calling into our **************************** which would be the team that can help with a service concern such as condensation which seems to be what this homeowner is describing. That said, we are happy to get a service request opened and outreach to this homeowner so we can set a service visit. Thank you for the information and the chance to get this handled for the customer! 

• Initial Complaint

  Date:12/17/2024

  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 purchased 4 windows 5/03/24 from universal windows direct and to do installation also. 6/12/24 I had issues with damage to framing, holes in structure. I was told *** will make it right. 6/17/24 I noticed areas where caulking was missed. 8/15/24 during a rainstorm I saw water leaking from the top of a window, below area where a large whole was left in structure on 2nd floor. 11/12/24 as temperatures dropped my house was cold and drafty, especially in bedroom and kitchen. 12/13/24 house is cold, sneezing at night, coughing and wake up in morning congested. I have lived here 20 years, never has it been so cold inside. I need UWD to solve this,I am very dissatisfied.. What good are new windows if not installed professionally?

  

  Business Response

  Date: 12/19/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner is unhappy, as that is never our intention for our customers! In reviewing this customer's account, we have been out to her home two times since September to verify that the windows are properly installed, which they are. We have also recently spoken with her and have a visit set for the beginning of January as well, to make extra certain that there are no issues with the operation of the windows. Based on the last two recent visits, we do believe everything is working properly, but are happy to verify that again at this next visit. We would also like to clarify that we only replaced four of the windows in this this customer's home. The remaining ********************** in the home are the originals, and could also be contributing to any drafts/cold feelings. We look forward to our upcoming visit and we appreciate the opportunity to respond. Thank you. 

• Initial Complaint

  Date:09/13/2024

  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.

  On April 1, 2024, we purchased a front door and storm door from Universal Windows Direct. The door installation was scheduled for April 10, 2024.We fully understand that there are times when things go wrong. The indicator of a good company is there a response when things go bad.Below is the list of issues experienced with UWD. 1. Incorrect inside trim was ordered. 2. Unfinished trim at inside door jam. 3. Incorrect screen door was installed. 4. Outside trim does not match door frame.5. Siding was gashed by installer. 6. Ring Doorbell wire was disconnected and never reinstalled to power; leaving us to purchase a remote doorbell and having to recharge the doorbell every 10 days.7. a gap in the side of the door with daylight coming through.When it came to installations, the crew ran late and on 3 different occasions were told they had an accident, the car broke down, and bereavment leave. Those messages only came AFTER we reached out to find out why they didn't show ***** of September 13, 2024, five months after this nightmare started we are at an impasse on resolving the remaining issues. They installed the incorrect storm door and then replaced it. In doing so, they left holes in the door frame. We were told they would replace the frame. Now they are saying they won't do that, but they will hang a chain even though that style of door does not have a chain. They are expecting to be paid even though the contract says payment is due upon completion of the work. The other issue is the siding that they cracked upon installation. They told us they could repair it if we had extra siding. The house is 10 years old and therefore no siding is available. They do not stand behind a commitment to quality and we are now left with holes in the door frame and cracked siding.The total purchase was $12,000, of which $1200 remains unpaid.

  

  Business Response

  Date: 09/18/2024

  Thank you for the response on Complaint ID #********. We appreciate the chance to review this homeowners experience and provide a response.We have been in active communication with this homeowner over the last couple of weeks to help bring their project to a resolution. While we dont deny that their initial installation appointment had a few issues, we want to confirm that at this time, their products have been installed. It is for this reason that we began the collections efforts as the balance is owed at time of substantial completion of the install, and that has occurred. We remain committed to the option that we last spoke with the customer about: the opportunity to service the door in an effort to bring about an acceptable solution on the entry door and storm door. If for some reason the field tech is unable to complete the service as we have discussed, we are prepared to get a new door frame but this is ideally the last resort in a scenario like this. Either way, the balance on the project also must be addressed and would be due at the time of the service appointment to address the frame.
  Our last communication from the customer was that they would be calling us back to discuss the next steps. We will continue to follow up with the homeowner in an effort to move this forward. We appreciate the opportunity to respond. 

• Initial Complaint

  Date:05/20/2024

  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.

  Dealt with this company lost 2400 due to no communication from the company beware dealing with Universal Windows Direct you will loose money. Beware of offers not legitimate.

  Customer Answer

  Date: 05/20/2024

  1 Never received contract via by email had to reach out to them after 3 days didnt hear back from them until a week later. Never did get a contract put 3000 down. I called to cancel no services ever rendered they issued 650 back unacceptable want the rest refunded 2400.

  Customer Answer

  Date: 06/06/2024

  Had a sales consultant ***** Story phone # ************ come out quote on windows applied for credit for windows this was all done on his tablet along with the contract well he was having problems connecting to finance company he said he would email them to me so I didnt receive anything that day so he left.  I didnt hear anything from ***** by Friday  3days later which was April 28th so I called him no answer left message.  By Monday no response so called customer service at ************ spoke to a lady and she said she would have to email the sales manager by this time I was very frustrated and decided to cancel and get my deposit of 3000 refunde to me finally I got a call Tuesday From **** the manager  phone. ************ told him I never recd copy of contract or anything from the finance company I want to cancel this whole thing which consists of absolutely nothing no paperwork no communication from either of the sales people. Universal refund me 650 of my 3000 so they kept 2400 for coming to my house sell me a pitch never giving me any paperwork and ripping me off I would like the rest of my money 2400..  Thank you,  *************************

  

  Business Response

  Date: 06/06/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner feels frustrated regarding the cancellation process. As outlined in the agreement signed off on by both the customer and their UWD Sales Representative in the home, the customer has 3 days to cancel within what we call the "rescission period". During this window of time, the project can be cancelled without any fees. After that period, there are cancellation fees associated based on how far we are into the project. At the time of the cancellation request from this customer, there was a 15% fee that was to be applied. They were notified of this by the team on the phone, and the homeowner was also contacted by our Sales Manager to ensure this was the next step she wanted to take. Ultimately, the project was cancelled, and a refund was provided to the customer for the amount that exceeded the cancellation fee. We hope this helps clear up any confusion and we hope the customer will keep us in mind should they want to move forward with any projects in the future. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 06/07/2024

  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.
  
  [Please type your response here.]first I did call by Friday and they said they will email the sales team I wanted to cancel thats when I didnt get a response until Tuesday how convenient for them.  Technically it was 3 days and also how do I know I sign off on anything when I didnt receive any copies of documents so that really has me puzzled. Want my refund!
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 06/07/2024

  Thank you for the additional response on Complaint ID #********. We appreciate the chance to respond and provide additional clarity. The homeowner signed their agreement with us on 4/30/24. They did not call in with a request to cancel until May 8th, and due to the length of time is the reason for the cancellation fee, as it falls outside the 3-day period. After the discussions with the Sales Manager and the cancellation of the project, the homeowner received a refund in the amount of $650.00. Attached is a photo from the agreement which includes the outline of the cancellation policy, and the homeowner's signature. We hope this helps to clarify. Thank you! 

  Customer Answer

  Date: 06/07/2024

  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.
  
  [Please type your response here.]
  
  Regards,I dont agree with what they are saying because I tried calling multiple times leaving message and then that is when finally **** called so that was May 8th so I really didnt have a choice to verbally cancel until I talked to a HUMAN so I would really like my refund.
  
  *****************************

  

  Business Response

  Date: 06/11/2024

  Thank you for the additional response regarding Complaint ID #********. We spoke with the homeowner on May 7th regarding her account status and the next steps, and she called back in on May 8th requesting to cancel outside of the rescission period. We would be happy to request our Sales Manager give her another call to discuss her project, but at this time the refund that was provided to her is exactly in line with the agreement that she signed. We appreciate the opportunity to respond. Thank you! 

• Initial Complaint

  Date:05/07/2024

  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.

  They have been the MOST FRUSTRATING company I've ever had the displeasure to deal with!!! First off, the salesman apparently didn't care to correctly enter the hardware we wanted on our doors. When we signed the contract it was all by mouth we didn't see these details... we wanted black doors with black hardware. We got black doors with satin nickle hardware and absolutely hate it because it's not what we wanted. We **** chose a front door with a specific design. And sat there with the salesman and pointed directly to the door in THEIR catalog and said we want this exact one with this exact design!!! They entered that we wanted a clear glass for the door. Also during install, they installed a screen with a freaking rip in it!! After install we have tried NUMEROUS times to get these mistakes fixed, and have either been ignored and not called back, or told "well you signed the contract and this is what is in the contract". I'm just royally ****** off at this point after spending $68000 to get our house fixed up, and they won't honor THEIR mistakes. I will NOT be recommending them until they fess up and fix THEIR ERRORS!!!!!

  

  Business Response

  Date: 05/07/2024

  Thank you for the information regarding Complaint ID #********. We had the chance to speak with this customer to better understand the areas of concern that they have highlighted. While they did sign off the specific styles chosen on their agreement, we are actively working to reorder the parts/pieces in question so that we may bring this to a resolution as quickly as possible. We will follow up with them directly once we have received the information and details back regarding the orders opened today, and we appreciate their willingness to speak with us. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:04/10/2024

  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.

  Bought whole house new windows and back door. All windows leak and keep getting mold around window seal. Windows have air coming through them and always have condensation on them even though our humity level is low. Our back door leaked and rotted out the sub floor, also have mushrooms growing inside my house were door meets floor. The company came to fix floor and ruined my flooring as well as it has large bumps from where they tried to fix it. Also my back door still leaks and water is going into my basement even after they stated they fixed it. I call and keep getting the run around. They told me to send in quote to fix floor and I did that months ago. I call them and. They say it is still processing. The company want to send a guy out for the 4th time to look and take pictures of all the stuff they have done 3 times already. Also want to send people out to reseal windows for second time but it doesnt fix the mold and co sensation. I would like my floor fixed and windows replaced.as well as my back door.

  

  Business Response

  Date: 04/18/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner feels as though there has been miscommunication regarding the follow up to her concerns. It is never our intention for there to be gaps in the communication and upon review of this homeowner's complaint, we have made contact with her so we can work to bring this to a resolution. At this time, we are working on the plan to repair the floor. We have also scheduled our return visit with our technicians to get the remaining service tickets completed as well. We will keep an open line of communication with this customer so that we may bring this to a resolution quickly and efficiently. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:03/28/2024

  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.

  Ordered three windows and a french door in April. Order #******-1 and ******-nstallation was done in September for the three windows. Installers didn't know about the door. After installing windows they sent someone to pick the door. They took out the slider and once door arrived they installed it. Door was manufactured incorrect white was onside and light oak on outside. Frame can't be reversed as hinges would be on the outside. They were reversed. Installers had no hardware or trim. They said someone would be here the next day. No one showed and when I called they didn't have trim or hardware. We told them door was wrong. They sent tech out in October, during this time we had to put tarp over door on the outside and push something against door to keep it closed for the weather. Tech came out and said door needed to be reordered. My wife heard him talk to Universal Direct office. We called in January to see about update, they had closed the order as they thought it was complete. Door was ordered in January. They called us back March 14th to setup install date. They came om March 25th. They only had the doors and hardware. They never remade the frame, installers called their boss who said he had told Universal window before that whole door needed to be replaced. I called Universal window and when i contacted them about the issue they tried to get ahold of Production manager and they couldn't. Every time I have called Universal Window the Production manager is never available. I have asked to talk to his boss and they told me he doesn't have one which I find hard to believe. We are very frustrated and all they say we are sorry and will get it resolved. Well five months later and not resolved. We have paid $15,000 already and owe $1,000 more by May 2. We had thought about legal action against them. We want this finished or refund money on door and we will find someone lese to install our door.

  

  Business Response

  Date: 04/15/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize for the delays that this customer has experienced on their project. We do our absolute best to ensure any type of delays on a project are avoided, however they can arise, and we want to reassure this customer that we are committed to getting this resolved for them. We do have the new door frame on order after our last visit. This will allow us to replace the entire door in the opening with the correct color and bring this to a resolution. The door frame is in production, and has an ETA to arrive to our warehouse the week of 5/13. We will continue to monitor this though, as it is an estimated date at this time, so we want to make sure if there are any changes, we can let the customer know of those too. While we understand they had been trying to work with the Production Manager, our Customer Experience team is ready and available to provide them any updates they need in the meantime, and will be the ones to schedule their service appointment once we have all the products. We appreciate their continued patience as we await the last items needed and look forward to getting them scheduled as quickly as possible once all parts have arrived. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:02/15/2024

  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.

  order #****** 5-19-23 spoke with rep about windows got erroneous quote as didnt realize lower level code req. tempered glass. 5-23 measured and ordered **** contacted about windows told didnt order because there was one extra window on the order form. Asked to cancel? Yes, and order windows. 9-15 install: Reorder kitchen window, ordered wrong size, Kitchen slider missing half screen; Upstairs bath no tempered glass (was not informed, installed not to code) 9-26 submitted for quote. Oct called about quote, overlooked, will get back to you. Nov 1 called about quote, overlooked, will get back to you ***** called with window order for kitchen, quote400+ but already ordered. 12-1 to install new window, fix sash and screen. *****, feeling air entry on all windows in corners, esp master bath, condensation and ice on many windows. Called said they would have someone look on the 12-1 install. 12-1: showed up with window and installed in kitchen. Wrong **** ordered for bath, need to come back. No screen for kitchen window, not told about and not ordered cant look at air leaks, will have to do that on another trip, they have another install. 12- 1 called about fixing, cant do anything until paperwork is turned in but made note about the two problems (slider screen and air leakage) including ordering a new sash. ***** called doesnt have an eta, will call back by the 27th. Made sure, tempered sash was ordered, screen was ordered for kitchen and note made to look at air leaks. 1-3-24 and was told I would hear something by the 14th. 1-30, still no call, no information, sent email to customer service about displeasure and pictures of windows with frost on them 2- 2 came out: did replace screen in kitchen, wrong sash again and said needed someone to come out and replace all the stripping trim on ALL windows because installed wrong. 2- *********************************************************** ordering of correct sash, no one available to take call left message 1:20PM

  

  Business Response

  Date: 02/19/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize that there have been multiple service appointments since the original installation visit to remedy the concerns from the install. We understand that this can be frustrating, and realize that we are asking for this customer's continued patience; however, it is our goal and commitment to get everything corrected for them so that they will love their windows from our company and that is exactly what we are set out to do. After our recent visit, we were able to get the order information needed for the remaining tempered sash and the bulb seal on the window that needs replaced. We are awaiting those to arrive to our location so we can set our return visit. At this time, the estimated arrival to our warehouse is the week of 3/11. We will continue to monitor this order so that if anything changes, we can provide them an update that week, or if the parts have arrived we can go ahead and schedule our return visit. We appreciate their patience as we await this last order, and look forward to getting our visit scheduled to bring about a resolution for them! Thank you for the opportunity to respond. 

  Customer Answer

  Date: 02/20/2024

  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 appreciate that the company has ordered the correct sash and plans to install, though they have told us this on three separate occasions and it has been wrong each time.  I also do not see anything about fixing the window leaks on the majority of the windows which *****, the representative that was out here last said needed to be done immediately and would possibly be done in the next week.  I am continually upset about the lack of communication as I have yet to be called and informed of any updates.  I have had to call on at least 4 separate occasions ********* in on the status of the order and three of those times I have been told, that it was "overlooked".  The order of these windows was *** of 2023.  We are still actively seeking a completion of the job, almost a year later.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/26/2024

  Thank you for the additional response on Complaint ID #********. We want to assure the customer and the ******************** of our commitment and desire to complete the remaining work as well. We have left a message with the customer to schedule a separate visit out to address any and all concerns with air or water infiltration with our install team. Once the remaining parts have arrived, we can schedule a short visit to get that work completed as well. We look forward to getting these final visits set, and appreciate the customer working with us to do so. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 02/27/2024

  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 appreciate the phone call and the movement to start the process of completing the job, but since past experience has shown that we keep being forgotten and not contacted, I won't be accepting this complaint until the job is actually completed.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/28/2024

  Thank you for the response on Complaint ID #********. We understand this customer's position, and want to reiterate our own commitment to completing the work. We have our visit scheduled for March 8th and once the remaining parts arrive, we will schedule the service visit for that appointment with the customer as well. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 03/08/2024

  [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:
  
  Despite the cement on our front drive that is stained from the foam used to install the windows.  And the actual installation has yet to be proven to be better than the previous.  They did come and complete the jobs today.  I am appreciative that the job is now complete.  I am still upset that I was charged for their mistake and that getting the job completed required me having to reach out multiple times as well as having to send a letter to the Better Business Bureau, but the job has been completed as of today. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************