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:11/30/2022

  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.

  Project for new windows to be installed started *une 2022. After the installation the contractor did not complete the job efficiently. The * channels around the windows was old parts and left in poor conditions. Old glue left on the frames. Also the * channels no longer appear to be adjacent and in alignment. Over-lay trim around the window was not installed as agreed upon to match the original windows. There was one window not replaced which the new windows should mimic. However after the installation of the windows I then was informed that the new windows could not look like the original windows as agreed upon. The sales person who guarantee that he would oversee the project and if any problems arrive he would contact me. At know time was I contacted doing the insulation, of the change of the windows layout and appearance. The sales person came to my home and complete the inspection to address my concerns. The salesman reported that he was unclear why the installer/contractor did not notify him why they couldn't install the new windows to blend with the original window and why they used old/used parts. There has been 4 professional from Window direct who has agreed that the installation and the look of the windows are unprofessional and old parts where used. My state farm agent also reached out to Window direct and she request to obtain windows direct bonded / insurance information and was denied twice. Also one of the new window is not installed properly and does not close at all causing cold winter air to come in my home, which presents safety concerns to my home and expenses. I have spoken to ********************* at ************ on several occasions with no outcomes. Windows direct has sent me notices to put a lien on my property for non payment inspite the job not done. I have missed work days to accommodate Windows direct, they have showed up to schedule appointments late, ignore my calls as well as my insurance agent request. Five months nothing resolved.

  

  Business Response

  Date: 12/02/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to review this customer's account. We apologize that there has been a delay in our return visit getting scheduled after the last appointment had to be changed. We had the chance to speak with the customer, and we have our return visit set. We look forward to getting back to this customer's property and completing the remaining work. We appreciate the chance to respond. Thank you. 

• Initial Complaint

  Date:11/02/2022

  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.

  UWD utilizes salespersons who either have know idea regarding the installations or intentionally lies to generate more commission. UWD salesperson noted - "we do not cover up woodrot with vinyl. Other window installers do, but not us. After the repair was completed, I was informed the woodrot was minor so they just covered it up. Both other windows companies I got estimates from including gas guru noted the wood rot was severe and in need of replacement. So I was oversold and under delivered. The company is requesting the last 10% or 176. Since I am dissatisfied with the dishonesty and was not given what I was promised, I feel a reasonable compromise would be to forgive the final 176.

  

  Business Response

  Date: 11/03/2022

  Thank you for the outreach on Complaint ID #********.  While we do understand that this customer feels as though there was a miscommunication, they were not contracted for replacement wood. We will be reaching out to them directly to discuss their compensation request in order to get this resolved as quickly as possible. We appreciate the chance to respond and look forward to speaking with the customer. Thank you. 

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  

  They agreed to discuss with the salesman and agreed to the compensation request.  
  
  

  Regards,

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

• Initial Complaint

  Date:10/31/2022

  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 had the company come out to address an issue with rotted soffit. I ultimately purchased new gutters and a new picture window. This was in April 2021. The soffit has never been repaired/replaced. Now they say they do not sell wooden soffit although the salesman never told me that. I have e-mailed over 35 times and call, however to no avail. The rotted soffit was the whole reason I even made the ***** purchase. I have had to pay to have raccoons removed from the attic as they entered the area that was never replaced. I am at a loss as what to do now. They can never seem to find a ****** who apparently is the only person who handles things there. I just want what I paid for. If they do not have wooden soffit then put something else up there since that isxwhat I paid for.

  

  Business Response

  Date: 11/02/2022

  Thank you for the outreach on Complaint ID #********. We apologize if this customer has felt any confusion around their project. We had a chance to review their agreement with **, and the customer was not contracted for soffit replacement. We also do not offer a wooden soffit option, nor have we at any time. Our soffit option is vinyl, and would be sold as soffit replacement around the whole home vs. just a small section or repair. We would be happy to work with this customer on options for replacing the soffit if they would like to proceed with that option, but as the agreement is written, soffit was not part of the scope of work. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  On the day I purchased the job to be completed, I specifically showed the salesman *********************** the soffit. At that time I did not know the name for the piece. He regerred to it as fascia. I only heard the word soffit after a ******* came after over a year of e-mails and calls. That is when this nan told me the company does not sell wooden soffit. My reply was then why did *********************** sell it to je. I see on the contract it reads fascia included in price. But I swear he meant the soffit. If someone could just please ask him.

  
  

  

  Business Response

  Date: 11/14/2022

  Thank you for the additional response on Complaint ID# ********. We do understand that there was confusion with what was written and signed off on and what the customer was expecting. We have looped in our Sales Manager to review this customer's project, so that we can bring this to a resolution for her as quickly as possible. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/28/2022

  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.

  I have had the company out this will be 3 times now to just measure. No one will return a phone call even when appointments are scheduled. They pitched a good sale about there product now no one will return a call.

  Customer Answer

  Date: 10/27/2022

  Universal Windows Direct of Indianapolis  7752 ***********, Indianapolis, IN 46268  **************

   

   

  

  Business Response

  Date: 10/31/2022

  Thank you for the outreach on Complaint ID #********. We apologize that we had to set a second visit to get the measurements of the windows, as there was a technical glitch the first time that we were out. We have spoken with the customer to confirm our appointment, and we look forward to moving their project along as we are confident that they will love their windows. We appreciate their patience. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/27/2022

  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 paid/financed new windows and custom front door in March of 2018. They have sent 10+ different "managers" plus at least 5 separate "employee" groups, even though they are subcontractors. The still have not fixed any of the issue. I have 2 brand new windows that have been laying on my garage floor for over a year. The front door that is up now is 7th or 8th front door they have brought and is still not installed properly, allowing a huge amount of airflow into my house, along w completely destroyed trim around it. They have promised to get a new door at least 20 times, yet I have not seen another door in the last couple of years. Every single "manager" or actual operating "employee" I have spoken to no longer works there and says that the company is garbage, which I am clearly seeing now. For the last month, I have called once per week and left messages for the new "managers" who are apparently both named ****. I was informed today when I called that he is the highest up at that company and there is no one else I can leave a message with. **** has not once returned my phone call. Since they clearly are not following their promises and at least having enough respect to return a phone call, I am requesting a refund of the full amount paid so that I can contact a legitimate company to get new windows and door.

  

  Business Response

  Date: 11/01/2022

  Thank you for the outreach on Complaint ID #********. We had the chance to review the details of this customer's complaint. We do apologize if the timeline or communication has caused her any frustration, as that is never our goal. However, we are committed to the lifetime warranty on our products. As such, in order to better understand the areas she has concerns with, we have offered to have a technician come out and do a full assessment of the project. We are committed to getting this resolved and look forward to the upcoming appointment so that we can put a plan together to address her concerns. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/12/2022

  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 Feb. 12, 2021, I had UW come out to give me a quote on 10 windows and guttering. We were quoted $9,900 plus a $100 processing and admin fee. We obtained a prequal from Fortiva and put down a $500 deposit. On Feb. 16, 2021, a representative from UW came out to measure windows. We were told initially would be **** weeks due to windows being made. At the end of April 2021 I received a phone call from the crew who was to install the guttering. I told them I wanted to be there on that day and I had questions regarding the placement of some of the downspouts and where exactly guttering was going. I was informed that I would not get a courtesy call as to when they would be there that they would just show up and do the job. I told them again I needed to be there I had questions. They then had their boss call me and I was told the same thing. I again said that was not satisfactory I had questions. The windows were installed in early June and for the most part that installation went well. I had a screen that was damaged and was told that a replacement would be ordered. There were 2 windows that had an area in the corner of the frame that were not covered and trim would not hide and i got a shrug. I have since found a window that wont stay open when you open from the top down. In early June 2021, I was contacted by UW for a request for additional information to finish processing our credit through Fortiva which we supplied and i told UW about my window concerns and guttering concerns. I was told they would get right on it. I did not hear from UW again until August 2022 when they again asked for updated information for Fortiva. Once again I expressed my concerns and was told they would have customer service reach out to correct these items. On Sept. 19, 2022, I cancelled our gutter order due to the lack of communication that we were receiving. On Sept. 22, 2022 I came home from work to find my gutters installed. Financing number incorrect also

  

  Business Response

  Date: 10/14/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize for any confusion that was a result of the communication on this project. We appreciate this customer's feedback and look forward to getting this resolved. We can have our ****************** reach out to ensure that any service concerns with the windows can be addressed. We have also looped in our Sales Manager to help clarify the financing component in question. We will have him reach out so that we can bring this to a resolution for the customer. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/01/2022

  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.

  June 2021 we signed to have windows replaced. We applied and were able to receive payment plan. December 2021 windows were installed. Crew was very unprofessional and rough with our home and property inside home. They broke ****** and said they wouldn't fix it. They also broke a sash and claimed they reordered a new one. The windows were installed incorrect and I called business to have them fix the problems. In March a man came and looked at the job, made notes and said they would be in contact. I had to contact company again and finally received a 2 man crew in early Spring. They came out for two days and finished most of downstairs and said company would be in contact. A third time I had to contact company and they acted as if they had no idea what was going on. Again the two man crew was out for 2 days and worked on upstairs windows however this time did not finish outside of trim and left one window held in only by spray foam and two more windows still untouched, and said they would have to be sent out again. All this time the sash was not reordered and my wife had to call and it was finally installed in June. However the weight is not corrected window will not stay open. Late June 2022 the 2 man crew came out and said they didn't have correct material to work and said company would be in contact. It has been over a year since we went into contract so the payment plan is no longer valid and we still have not had our windows installed correctly/finished.

  

  Business Response

  Date: 09/06/2022

  Thank you for reaching out to us on Complaint ID #********. We apologize that there have been delays in completing the exterior trim on this customer's **********************. At the last appointment, it was unable to be completed in full. We will have our team reach out to this customer ************************ so that we may schedule our return visit and get this work completed. We appreciate the chance to respond and get this wrapped up for the customer. Thank you. 

  Customer Answer

  Date: 09/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/31/2022

  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.

  Our windows were installed in early April..We were short 1 window and still havent recieved it, nor has anyone reached out to me as to when we will get this window( it is now September)..the installers had ripped 3 or 4 of our screens during installation, one window did not fit and a couple of the windows were installed crooked..I have reached out to the company and our salesman *******, but after the sale he blocked me from being able to message him..very unprofessional...He promised us a $150 for a referral that we gave him, which lead to a sale and we still have not received this $150..I tried to make it easy for this company and tell them they could bring our missing window and take care of the other issues when they were in my area to do an installation for my in laws, which live 4 doors down from us and we still have not heard anything from them...that installation took place a month ago..very disappointing...I want our issues taken care of and the money for the referral that we were promised..

  

  Business Response

  Date: 09/01/2022

  Thank you for reaching out to us on Complaint ID #********. We were able to reach out to this customer to get their final installation appointment scheduled. We would also be happy to investigate their referral bonus to ensure that they receive that as well. We apologize for any delays in communication with this customer, but we appreciate their willingness to work with us and we look forward to our upcoming appointment. Thank you for the opportunity to respond.