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Business Profile

Windows

Universal Window Solutions

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This Company installed Hurricane resistant windows and doors through out our entire house. One of the windows and door started to fog between the glass layers. We called them to have it replaced. They ordered the window and came to replace it. Part way through the replacement they realized they had the wrong window. They stopped working. They told the company of the issue, not us. We did not hear back from them. We called they said they were working on it. We did not hear from them again. Hurricane ****** arrived and the window leaked damaging the wall and hardwood floor. We called again and were told they closed the case. Repairs were never made and we are coming up on a new Hurricane Season. We have sent the pictures of all of this damage. They cannot find them. They claim the original person working on our file left the company and the case was closed. This needs to be be repaired

    Business Response

    Date: 01/20/2025

    Unfortunately, this customer was out of warranty and referred to a third party that handled the glass replacement. Universal Windows did not handle the changing of the glass. Their complaint should be with the third party that handled this. Please feel free to reach out if you would like their information. Also, per our notes, the ticket was closed for two reasons 1. we referred it out 2. our *** tried to reach out multiple times and the homeowner did not respond. Thank you.

    ******* *****

    President

    Customer Answer

    Date: 01/27/2025

     
    Complaint: 22814859

    I am rejecting this response because: Universal Windows is telling me the windows (Made by PGT) have a ten-year warranty. We called PGT and they say the windows have a 25-year warranty.  Universal Windows will not cover any of this repair.  Universal Windows installed the windows originally telling us they had a 25-year warranty and now they say 10 years.  They originally started the repair but had the wrong window and now will not cover any of the repair. Our issue is with Universal Windows.  The message from Universal Windows on your site is not true.  We were not sent to a third party and we were waiting for their reply, which never came.  
    Sincerely,

    ******** *******

    Business Response

    Date: 01/27/2025

    While the warranty with *** may be longer, the labor warranty with Universal is only one year. After one year, we refer the work out. This was referred to a third party for the labor; we simply handled the ordering of the glass since the glass was under warranty to help expedite the process but we were not handling the labor portion. I can appreciate the frustrations but to file a BBB against us is inappropriate considering the situation. If the homeowners would like the number of the third party, they can call our office for that information. 

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    One of the features of our new home was impact resistant windows. Last summer in 2023 the vinyl on the two double hung 34 x 60 windows in front of our home warped. We also had 3 bottom parts of window that holds in the screens that warped as well, same size. On Nov 7, 2023 I emailed CWS and they responded. I had sent them the same 3 photos that are attached. On Nov 8, 2023 *****************************, the **************** representative wrote me back that she would order the parts for them to be repaired and let me know when they come in. I did not hear from her after that. I called CWS on November 7, 9, Feb 5, and Feb 9th. I emailed them 4 times. In my fourth email I stated that I will be making a claim to the Better Business Bureau to resolve this issue. On the same day, ******* called me back. It is quite amazing that the parts are in! A phone call less than 30 minutes after sending my last email. She said that if I wanted someone to repair the windows there would be a charge. She said I could easily repair it myself, and we arranged for someone to drop off the parts to the windows that are warped at my home. They are in the area where homes are still being built. The parts would be delivered Feb 12th. After thinking that my problem is solved, no one showed up. There are 4 vinyl trim pieces per window, which adds up to 16 total. They come in a long strip that needs to be trimmed. The other 3 parts hold the screens in on the bottom of the windows. These are warped as well. The windows are still under warrantee. I had originally asked for the two windows to be replaced. Nothing was said about that. It is my understanding that they can be repaired and the promise to deliver the parts was not upheld.

    Business Response

    Date: 03/11/2024

    Service ticket ****** was closed on 2/15/24.  Notes below are from the ticket.

    2/15/23
    ********************* CONFIRMED HE DROPPED OFF THE PIECES BELOW AND H/O CONFIRMED. **** ORIGINALLY OFFERED TO HELP HER BY CHANGING THE PIECES, BUT SHE VERBALLY BERATED HIM AND HE PULLED OFF THE ***** LEAVING THE PIECES WITH HER.

    1. SCREEN ADAPTOR
    2. GLAZING BEAD

    We upheld the manufacturers warranty and went out to change the defective trim pieces, but due to a hostile situation, left the two parts with the homeowner.  Not sure what else we could have done.

    Thank you,

    *******

  • Initial Complaint

    Date:07/18/2022

    Type:Billing Issues
    Status:
    Answered
    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 had windows installed through our contractor Adkins Construction. One window and a french door had scratches in them. The company came out in March I think, documented the scratches and said they would send a sub contractor out to see if they could be buffed out, if not they they were under warranty. Unfortunately we never got another call back. My contractor attempted to call, I attempted to call and left a review about the issue and no calls have been returned to date. I am concerned since I don't know the time of the warranty and I think they are ignoring this issue until its out of warranty.

    Business Response

    Date: 08/12/2022

    Business Response /* (1000, 5, 2022/07/27) */ All services have been completed at this home. There were surface, glass scratches reported in March to the builder to call Glass Restorations to buff out. Scratches between the glass are a warranty item, surface scratches are not as they can occur anytime during construction or after.

Universal Window Solutions is NOT a BBB Accredited Business.

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