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:12/05/2022

  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.

  Date of Transaction: 3/28/22 Downpayment: $5024.00 + two pyments to GreenSky Finance Put in 19 windows in my home TWICE. There are two sliding windows in each frame. The grids inside are crooked and do no align. Either top ones, one higher than other. Or bottom grids, lower or higher.Operations Manager was here November 10th, he measured and stated all windows are crooked and grids off line. This is SECOND sets of windows they have replaced.I informed him I do not trust company and do not want anymore of their windows. I just found out today that they have ordered another set of windows for me without telling me. Have been working with ***** from Illlinois ************************** **********************

  

  Business Response

  Date: 12/07/2022

  Thank you for the outreach on Complaint ID #********. We apologize if this customer feels as though the communication around her project has fallen short of her expectations, and our own.  We understand and have confirmed, through a visit with our Operations Manager to her property, that the sashes of her windows needed reordered due to the grid pattern not aligning. This is covered as part of our lifetime warranty, and we do have the sashes on order for this customer to ensure we can get this corrected for her. We appreciate her patience as we await these sashes to arrive, as we are committed to getting this taken care of as soon as possible. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair 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.

  8/12/22 $12,000 The salesperson (*********************) said the exterior windows would appear as the were outside in regards to the capping. The new windows do not cap the upper siding area and there is a roofline gap and insulation exposure. After calling the company, they said they do not need to cover the exposed area per the agreement. Nowhere in the agreement does it state the upper area will not be capped as the original windows were and promised by the salesman. Section 11 of the agreement lists a variety of things for UWD's responsibility, but this is in regards to damages or additional work and not towards capping like the original state of the windows. Specifically, "the following: structural changes or alterations, replacement of any lumber, sheathing, trim, rotted wood, or any other structural or decorative issues, HVAC systems and related duct work, water/plumbing/sewer, electrical wiring and switches, cable/satellite systems, home security systems and wiring, and other systems and fixtures located inside or outside Buyers property, all of which shall be Buyers sole responsibility"

  

  Business Response

  Date: 12/02/2022

  Thank you for the outreach on Complaint ID #********. We would first like to clarify that this customer has filed this complaint with the ********* location, but they are located in the Chicago market. That said, we are aware of their project and have had the chance to speak with them this week regarding their installation. The area that the customer is referring to on the exterior of their home is called a lentil, and it is not something that we will put our exterior aluminum trim over as it could lead to water damage and leaking as the aluminum would trap moisture against the typical steel lentil. This would expediate rot and corrosion, which neither us nor the customer would want. We will continue to work with this customer to ensure they love their **********************, and we appreciate the chance to respond. Thank you! 

  

  Business Response

  Date: 12/05/2022

  Regarding the clarification requested for Complaint ID #********. The customer is associated with our ********************** branch located at 1435 ******************************************************************************************. Please let me know if you need any other information. Thank you. 

  

  Business Response

  Date: 12/09/2022

  Thank you for the response on Complaint ID #********. Our Senior Operations Manager had the chance to speak with the customer and we are working with them on our action plan to ensure that any open service concerns on their project are taken care of. We are committed to the warranty that we offer, and to this customer's project. We look forward to bringing this to a resolution. Thank you.

  Customer Answer

  Date: 12/09/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/28/2022

  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.

  On September 1, 2021 we had the initial window measuring and contract signed - zero percent financing for 12 months to start 45 days after contract signing.On November 18, 2021 official window measuring, meaning the 12 months of financing began before the windows were even measured.At various times during the year I contacted ***** or various members of the Universal Windows team by phone regarding when my windows would be installed.On June 20, 2022 I requested ***** cancel my order due to lack of communication or order fulfillment. Then ***** once again ceased communication. I emailed ****, *****'s boss on September 4 to reiterate the issues I have had. He responded the following week. He offered a paltry discount and didn't even use proper capitalization or form in his response. I emailed him back on September 9, to again point out how poorly this has all been handled and that I wasn't remotely happy with the offered resolution. He didn't respond until today September 28, and only because I called yesterday. Still not offering an acceptable resolution.

  

  Business Response

  Date: 09/29/2022

  Thank you for reaching out to us on Complaint ID #********. We would first like to apologize if this homeowner has felt any frustration related to the communication on their project. It is never our goal to hear that from our customers. That said, our Sales Manager has been in communication with this customer, and we remain committed to installing her product, and have discussed an amount of compensation to recognize the extended timeline on her project. We have it in our warehouse and we are ready to schedule our installation appointment. If the homeowner would like to cancel, it is outside of the rescission period outlined in their agreement, as has been discussed with the customer, and there would be a fee associated with that. This information has been presented to the customer, and it is our hope that we are able to install the products we have ready in our warehouse. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18141229
  
  I am rejecting this response because:

   

  Communication hasn't been poor it has been horrendous.  The original financing offered through Green *** (they've been helpful) has already expired.  

   

  I will accept the offer of $1200 off if they "cancel" the original order therefore annulling the initial financing and offer me the option of obtaining new zero interest financing, of 12, ideally 24 months. 

   

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/04/2022

  Thank you for the additional information on this complaint, ID #********. We understand that the delays at the onset of the project caused this customer frustration. We did have to work through that piece and we are ready to install this customer's product. They have been offered a significant discount due to the delays experienced, and they also have been made aware of the fee associated if they would like to move forward with cancelling the project. We remain ready and willing to schedule their installation and look forward to their response. Thank you. 

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18141229
  
  I am rejecting this response because:  No information has been given on financing.  Please cancel initial financing and allow me to refinance at zero percent.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2022

  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.

  Ordered windows in November 2021. Windows initially came in around March. They were installed with ripped screens, non-functioning latches. 5 trips by service later with cracked glass, wrong sash sizes, broken latches, completely wrong sized window sashes and still do not have all windows installed correctly. Customer service is an absolute brick wall, no option for escalation or complaints.

  

  Business Response

  Date: 08/16/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize if the need for multiple appointments has caused this homeowner any frustration, as that is never our goal. Our goal is to ensure we get everything corrected for them. We would like to clarify that their windows are all installed. The service visits that have been scheduled are to take care of concerns with parts and pieces of the windows, which is part of the lifetime warranty that we offer. We do have a few items on order from our last visit, and as soon as they arrive to our warehouse, we will give this customer a call to schedule so that we can bring this to a resolution for them. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17710090
  
  I am rejecting this response because:

   

  The business's response is a gross simplification of the problems we have experienced.  It is not warranty work if the windows were manufactured incorrectly, installed with ripped screens and broken components rendering the windows non-functional, which is still the case is my child's room. The customer service has been extraordinarily abrasive and unhelpful, a complete brick wall with no point of escalation or avenue for resolution. This company's conduct and product quality is unacceptable.  No consumer should have to deal with 5+ months of frustration with any licensed business in the state of IL. This company knowingly sells a poorly manufactured product and once sold stonewalls their customers.  They have disturbingly corrupt business ethics and should not be allowed to continue to ***** other unsuspecting consumers.  This is why the BBB, for exactly these types of organizations. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/22/2022

  Thank you for the additional information on Complaint ID #********. We apologize if this customer feels we are oversimplifying their situation. This is a matter of warranty work as his products are installed. Due the abusive nature of language used when speaking to our staff, this customer has spoke with a project manager. Our entire customer service team is committed to ensuring we can resolve the service concerns at our next appointment. We have the needed parts on order for this customer, and will continue to track them so that once they arrive we can get our return visit scheduled with the customer. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17710090
  
  I am rejecting this response because my family and I have been inconvenienced greatly throughout this situation.  ************ is has poor business ethics.  I demand recompense for the trouble they have caused and the gross misrepresentation of the quality of their windows, installation services and atrocious customer service.  Some form of compensatory damages are in order.  
  
  Sincerely,
  
  *****************************