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:01/05/2023

  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.

  Notice of a scam being run from a company called Universal Windows Direct (UWD). UWD made a ton of promises of how we "will absolutely love our new windows" and how they are some of the "best in the business". We had set up to replace our windows in a couple of batches. The first batch of windows were installed on March 9, 2022, the windows were the ones we ordered and agreed to with our first salesman, except for a screen on one of the windows which was not what we had wanted. We called UWD and they sent someone out, he looked at it and said they would get the right screen for us. As of January 5, 2023, we are still waiting for it. For the second batch of windows, they sent another salesman. We stated that we obviously wanted the same windows as the 1st batch (who would want 2 different sets of windows in their home?!?). He told us he "couldn't find what the 1st guy had done on his computer", but that he could order us windows that would be "exactly the same as our windows". July 21, 2022 they installed 2nd batch. These were not at all like our first batch, different color, different material, etc, and poorly installed. We called them and they agreed they were wrong and would replace them with the proper windows. October 2, 2023 they came out with wrong windows again and left. You can see outside through the window frames, wind blows thru, frost on inside of house, and dented siding. We call them repeatedly and have yet to get a single return call. They clearly have no customer service. UWD has what I would consider front line blockers, who answer the phones from customers they have ripped off, and from the script they are given, they tell us "I'm sorry, but the manager dealing with your order isn't available right now, but they will definitely call you back in the next ***** hrs". Problem is, absolutely no one will ever call you back. They have stolen over $13,000 from us and apparently have zero plans on making things right.

  

  Business Response

  Date: 01/12/2023

  Thank you for reaching out regarding Complaint ID #********. We would first like to apologize if this homeowner feels as though our communication efforts have fallen short, as that is never our intention. We had a chance to review this homeowner's account and are looping in the correct people within our team so that we can get outreach to them so as to bring this to a resolution as quickly as possible. We appreciate the chance to respond and we look forward to bringing this matter to a close for the homeowner. Thank you. 

• Initial Complaint

  Date:01/03/2023

  Type:Product 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 ordered a bay and single double hung window from Universal Windows Direct. A saleperson came into my home nearly a year ago to sell me one double hung and one Bay window. He took all the measurements and someone else came another day to verify the measurements. However, it took nearly a year to get the single double hung window delivered--it was installed. However, the Bay window was not as advertised...I was told it would be the same size as the old bay window, but what arrived was not it was smaller--a 30 degree, when the old bay window was a **************************** I rejected the install of the Bay window claiming it was not as sold to me ---it was not the same as the old Bay window. I complained and another Bay window was ordered and I had to wait several more months....now after nearly a year waiting for this bay window, another one arrived, it was just as small as the other one---still a 30 degree window. But the salesman told me it was suppose to be the same as my old window a 45 degree bay, but he wrote on my contract a 30 degree Bay, I had no knowledge of what a 30 or 45 degree was, I was told the new window would be the same as the old one---it is not. I called the company and they decided to refund me ******, that is not enough for my inconveniences over this entire year.....Either I should get 1/2 my money back and the 30 degree bay should be replaced at no cost with the 45 degree bay. In addition, the adjacent 2 double hungs on the Bay do not lock properly, poorly done installation. I am a US military veteran, a Marine, who would never tell someone one thing while doing another---I was also told the window would be anchored by a system designed to be strapped to the house itself, limiting the possibility that the window would ever sag. However, locked into the house framing, it was not, but the installers, they said no it would not be strapped/anchored to the house--what?! One thing after another after another with this company...

  

  Business Response

  Date: 01/05/2023

  Thank you for the outreach on Complaint ID# ********. We appreciate the chance to review this homeowner's project. We had worked with this customer in December to discuss their concerns with the flanker choices and degrees of the bay and at the end of those conversations, they chose to accept a credit for the bay that is installed in their home. This was mailed out to them in the form of a refund check which, if they have not already received it, they should be seeing it arrive here in the mail soon. We appreciate the chance to work with them and also to provide clarity on the complaint. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/09/2023

  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.
  
  [Please type your response here.]I had no knowledge of the bay degrees and should have been informed that the correct replacement window should have been 45 degrees not 30 degrees. I still need the correct window placed.  I did not want to wait another year for the correct window to be installed. There is an obvious disconnect between sales and installers, that need to be corrected along with installation of my correct window.  Also the 2 double ************* not properly seal when closed there is play or a gap that allows the window to still be forced up even when locked. In addition, there is raw wood that I was told would be stained and varnished that still needs to be done by the company.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/13/2023

  Thank you for the additional information regarding Complaint ID #********. We have installed the window that the homeowner signed off on at the time of sale. As discussed with the homeowner prior, when he accepted the credit for the miscommunication he felt, a change in the degrees of the bay would mean a change in the configuration, and there would be cost associated with that, as we have installed what was agreed upon. We would be happy to reach out to the homeowner regarding the additional service concerns he mentioned in the details of his complaint to ensure that those are addressed as part of our commitment to our lifetime warranty! Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/14/2022

  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 orders windows about 2.5 years ago. They came to install the windows and installed to incorrect windows (we ordered tinted window and they were not tinted); they cut they cut out a new window and it is not properly flush with the siding (it sticks out about an inch); they put a screen door in and it fell out right after they left; they put a hole in the screen a window and didn't fix; ripped out all of the window frames out and didn't replace; They have come back numerous times and still nothing is complete. They keep asking for final payment, saying the work is complete, but it is not complete. They were suppose put the correct windows in and re-install new trim inside and out because they destroyed it. No caulking has been done, we get huge drafts

  

  Business Response

  Date: 12/16/2022

  Thank you for reaching out on Complaint ID #********. We apologize that there have been delays in completing the remaining finish work on this customer's property. We had a chance to speak with them a few times over the last few days since our appointment at the beginning of this week, and we are on the path to getting this resolved for them as quickly as possible. We appreciate their willingness to work with us, and will be following up again next week to talk through next steps, completing the remaining service items, and getting our return visit scheduled. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/01/2022

  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 recently moved into a new home and ordered windows from Universal Windows (******* took longer for the windows to be ordered because there were internal mistakes made by UW, such as the wrong number of windows, and wrong parts for windows. I had to call numerous times, and talk to numerous UW employees to get clarification. One of the employees (****) was very short and disrespectful on the phone. When the windows were finally installed, it was with the wrong (white) hardware (we ordered the dark hardware with an additional charge) and they had to remove the trim around the sliding glass door but could not put it back up. Also, the bay window could not be installed because there was a problem with the soffit and additional parts were needed. It has been over 3 weeks since the installation and I have not heard back from UW about when they will finish the job. My whole experience with UW has been horrible and they could not be more unprofessional. **************** should be a priority and I am very disappointed in UW and discouraged from recommending them to anyone.

  

  Business Response

  Date: 12/02/2022

  Thank you for the outreach on Complaint ID #********. We would like to first apologize if this customer's experience has fallen short of her expectations, and our own. It is our priority to get the remaining work completed. We have reached out to our Installation team so that we can ensure we are prepared for the next visit, and will also reach out to the customer ************************ so that we may discuss the next steps and get our next visit scheduled. We appreciate the chance to respond and look forward to working with the customer to ensure this is brought to a resolution. Thank you.