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Business Profile

Windows

Window Universe Indy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:03/15/2023

    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.
    Bought the windows and had Window Universe install the windows in March of 2021. In March of 2022 experienced a window part issue and needing repaired/replaced due to a lifetime warranty included with the purchase of the windows. Now over a year into reaching out to the company and trying to get this resolved we have not moved any closer. They tell us to contact ****, which we did multiple times. Call the office they take only your name and say theyll send **** an email. At this point I dont think **** exists cause we have yet to hear ANY response or get this issue resolved. We currently have 3 windows needing the same issue repaired. The issue on the 3 windows is the pivot tilt mechanism in the window balance system (it has broken apart so it no longer clasps the window to raise safely)

    Business Response

    Date: 03/21/2023

    This writer received a voicemail from *************************** on 3/9/2023 regarding service that needs to be completed on 3 of their windows.  On Thursday, March 16th (without any knowledge of a complaint - didn't learn about this until Monday 3/20), this writer called ****** and left a voicemail asking for her to send over pictures of the issue so that we can get it heading in the right direction.  ****** then sent pictures over via text message regarding the details of the issue.  On Monday, 3/20/23, this writer sent over trouble shooting instructions to see if the issues can be resolved without ordering any new parts.  ****** responded Tuesday, 3/21/23 stating those repairs did not work because there is actually a piece broken.  

    This writer then requested a service ticket to get a service tech from the manufacturer out to repair the windows. Upon checking ***********'s online file, it was noticed that Window Universe already requested a service ticket for this issue in **** of 2022. This service ticket from **** was still active, leading this writer to understand that the service tech did not get out as planned to repair the windows back in ****.

    This writer had no knowledge that this service issue was not addressed in **** until receiving a phone call from ****** in March of 2023.  Immediately upon contact in March, steps were taken to get the service moving in the right direction.  

    Window Universe is in contact with the manufacturer to assist in repair on the windows.  The project manager has reached out apologizing for not fulfilling the service in **** of 2022 and stated he would assign it to a service tech immediately.  He reported the service tech goes on vacation Thursday, 3/23/23, and if they cannot get it schedule prior to that, they will get it scheduled as soon as he returns.  

    This matter will be successfully completed as soon as the rep from the manufacturer gets the service appointment scheduled.  

    Thanks, 

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

    Window Universe

Window Universe Indy is NOT a BBB Accredited Business.

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