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:06/18/2025

  Type:Order 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.

  I contacted Universal Windows Direct late March of 2025 about replacing two windows on my home. The salesperson came out within a few days, explained the windows and process. The salesperson explained that to lock in the price, I would need to sign today to get the process moving along. I explained that I live in a historical neighborhood and may require a permit from the city. The salesperson put on the contract "no permit needed". Later on, I found out a permit may be needed, so I called the company and THEY confirmed a permit would be needed and that THEY would handle the permit process. They also communicated, on a recorded line, that they were at fault for producing the windows prior to getting the permit. I have spoken to no less than five people in the last few weeks, all of whom said a manager would follow up about cancelling the contract and receiving a refund. After more than two weeks, I have received no contact. I called the company this morning and left a very detailed message (as they have never once actually answered the call) and stated I would need a call back today. I have received no contact again. I want my money back as soon as possible.

  

  Business Response

  Date: 06/20/2025

  Thank you for the information regarding Complaint ID #********. We would like to first apologize that we were not able to install this project, as it is always our goal to get projects completed for our customers. This was a unique situation with the permits/city and as a result we have worked with the customer, have cancelled the job, and will be processing a full refund for the deposit and the financing. We appreciate the homeowner working with us on this. Thank you for the opportunity to bring this to a resolution. 

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/08/2025

  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 ordered all new doors and 1 of them was installed in damaged condition they agreed to replace, ordered a replacement,came to install, it was the wrong door in the meantime I had storm damage on the front, insurance wouldnt cover so I paid 700+ dollars for a replacement was ordered I called and they told me doors were in they would be here 5/8 to install but on that day nobody installed and they didnt know anything about what was going on After several calls and call backs they said they would come the following week to install I took the day off work with no pay and now I have to do it again I want my money back to compensate me in the form of a check payable to Only ******* *******

  

  Business Response

  Date: 05/12/2025

  Thank you for the information regarding complaint #********. After reviewing the account, we were able to locate where the error in scheduling originally occurred and will use this as a training opportunity for the future. We do want to recognize the error made on our end and offer our deepest apologies that the work was not able to be completed last week. The customer was able to speak with one of our team members on 05/08 and got rescheduled for our first available date of 05/14 so that we can complete the service. The service in question is something outside of warranty coverage, so we will not be able to waive any of the fees or offer a refund as a result of the rescheduled date. 
  We have this visit set with our installation crew, and we look forward to our upcoming appointment to bring about a resolution with the customer. Thank you for the opportunity to respond! 
  
  

  Customer Answer

  Date: 05/16/2025

  So they came out on the date they scheduled it and again installed a damaged door  AGAIN   Called them on Friday ( the install of the 2nd damaged door was Wednesday ) I have to take yet another day off for another install. I am requesting that I be compensated for the unpaid time I have been forced to take off at the hands of the incompetent people    

  Customer Answer

  Date: 05/16/2025

  They came to do the Install and AGAIN installed a damaged door. Called and reported it and they got photos from the installer Wednesday. Now its Friday and they said they will call back on Monday or Tuesday when I called today. So I will be forced to take yet another unpaid day off work I deserve to be compensated for the days I have already had to take off and the future day (at least another day) I will be forced to take off work. Monetary compensation is the only acceptable option 

  Customer Answer

  Date: 05/16/2025

  Complaint: 23304681
  
  I have reviewed the business' response and am rejecting it because:
  
  They came to do the Install and AGAIN installed a damaged door. Called and reported it and they got photos from the installer Wednesday. Now its Friday and they said they will call back on Monday or Tuesday when I called today. So I will be forced to take yet another unpaid day off work I deserve to be compensated for the days I have already had to take off and the future day (at least another day) I will be forced to take off work. Monetary compensation is the only acceptable option 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/22/2025

  Thank you for the additional response on Complaint ID #********. We want to first apologize that there is a small dent in one of the two storm doors installed at our last visit. We do our best to avoid situations like this; however, we want to assure the customer and the ******************** that we are committed to getting this resolved as quickly as possible. The new storm door has already been ordered and we hope to schedule our return visit with the customer as soon as the new door arrives. We are happy to do our best to work with their availability as well, so that the appointment is the least disruptive as possible. This is not something that we can provide compensation for though, the work was still completed at that last visit, and we will install the new storm door as soon as it arrives and we can get the homeowner scheduled. Our priority is to ensure this is completed for the customer. We appreciate their continued willingness to work with us and look forward to bringing about a resolution as quickly as possible. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising 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.

  The work completed by Universal was good, quality work. However, since our windows have been done (over two years ago) weve received multiple calls per week trying to sell more services (doors, bathtub/bathroom, etc). I have blocked numerous numbers to try and ease the call frequency. I have asked to be removed from their calling list multiple times. At this point wish I wouldnt have worked with the company at all. I will not recommend their services to anyone because of the incessant sales calls that follow the work.

  

  Business Response

  Date: 04/18/2025

  Thank you for the information on Complaint ID #********. We would like to apologize if this homeowner felt frustrated by our outreach attempts, as that is never our intention. We have requested that they are removed from our communication outreach list going forward. We hope they will reach out should they have any warranty concerns in the future. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:03/21/2025

  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 December 28, 2022, we signed a contract with ******, a Universal Windows Direct representative, for windows. We chose your company despite higher costs due to the promise of a lifetime warranty with no fees. The windows were installed on March 15, 2023, and while the installation was excellent, some clasps failed. A technician replaced the windows at no charge, consistent with the warranty.On June 19, 2024, we signed a contract with ******* for siding, again assured of the same lifetime warranty. The siding was installed on September 12, 2024, but the experience was disappointing. The installers had communication barriers, cut our cable line (disrupting my work), and completed a two-day job in under eight hours. The siding began falling within a day, and holes were left under the sunroom.Universal sent a technician, who recommended a full reinstall, but on January 2, 2025, only the loose pieces were fixed. By January 28, the siding detached again, requiring another visit. On March 19, 2025, I contacted Universal regarding further issues and was informed of a new $149 service feecontradicting our original agreement.If this is a new policy, we believe we should be grandfathered into the original no-fee terms.

  

  Business Response

  Date: 03/27/2025

  Thank you for the information regarding Complaint ID #*********** appreciate the chance to review this customers accounts. ***'s Lifetime Warranty is still intact, it covers the costs of all products and materials related to verified warranty claims. The warranty that the customer agreed to has not been taken away, as we will continue to service the customers needs as long as they are within the warranty guidelines, and for as long as they own the home.
  The customer has two different accounts with UWD, one installed in December of 2022 and another in September of 2024. The service trip charge was not and is not being charged to the customer at this time, as they called in with a warranty concern for their job that was installed in September on 2024. The service trip fee is only charged for claims that are outside a year of installation, and covers the technicians visit to their property to complete the work. The fee would be charged starting 09/13/2025. The customer was advised of the trip fee on 03/19 to make sure they were up to date on the fee for future services, as this is a newer policy. The customer is advised to call into our **************** line so we can get them scheduled for their warranty concerns at no cost to them but as part of robust warranty program. We apologize on behalf of the company for any confusion and look forward to resolving this customers concerns.

  Customer Answer

  Date: 03/30/2025

  Complaint: 23099021

  I have reviewed the business' response and respectfully reject it due to the following:

  Had we known about the $149 service charge, we would not have contracted Universal Windows. At the time we signed the agreement there was no such fee; please see the attached documentation. Universal Windows continues to advertise the absence of this fee.

  If this is a new policy, we believe we should be exempt. As a matter of ethical business practice, Universal Windows should uphold the original agreement and not alter terms after the contract was signed. The claim that the agreement allows for unilateral term changes is unacceptable.

  Universal Windows has visited my home 5-6 times to address ongoing issues with my siding, yet the original problem persists. After a year, we would essentially be paying Universal Windows to rectify their own mistakes, not ours.

  

  Business Response

  Date: 04/02/2025

  Thank you for the additional response on Complaint ID #********. We would like to be clear that we have not charged the customer anything for the return visits that we have made to their residence to perform warranty work on the siding installation, and we will continue to honor the customers warranty in accordance with the terms of the agreement that they signed for their siding project.  The customer seems to be objecting to the possibility of such a service trip charge being applied in the future if additional warranty work is required after one year from the installation, which would be possible based on the terms of the Agreement that was signed for their siding job. We will continue to honor the warranty terms as outlined in our agreements and based on the projects we are contracted for with the homeowner. Thank you for the opportunity to respond.  

  Customer Answer

  Date: 04/18/2025

  My complaint is as follows: 1. Universal Windows is attempting to charge a service fee for window-related issues, despite no such fee being outlined in our contract. 2. Universal Windows intends to impose a $149 service fee for each siding-related issue after 9/25/25, even though the warranty clearly states no service fees will be charged for issues covered under the warranty. 3. Universal Windows has not completed the agreed-upon siding repairs. I am still experiencing issues with the siding, and based on their current policy, I would be expected to pay additional fees after 9/25/25 for them to correct unresolved issues that should have already been addressed. 

  On March 19, 2025, I contacted Universal Windows regarding two separate concerns: my windows and my siding. The project manager informed me that someone would be sent to inspect and fix the siding at no cost. However, she also stated that a $149 service fee would be required to assess the windows. I explained that we never agreed to any service fees and that such fees are not included in our agreements. 

  In response, she stated that Universal Windows reserves the right to change the terms of the agreement at any time, but as a customer courtesy, she would waive the fee in this instance. She then proceeded to explain that beginning September 25, 2025, we would be charged $149 for every service visit related to the siding, regardless of the issue. I reiterated that we did not agree to such terms and that we would not pay Universal Windows additional fees to correct their own workmanship. The agreement we received clearly states: Please note that the True Lifetime Warranty does not include defects resulting from abuse, misuse, neglect, vandalism, or acts of nature. In the event that defects in the product appear within the warranty constraints, no service costs will ever be charged. This language is found in the document titled True Lifetime Warranty, which was presented to us alongside the siding agreement and serves as an addendum. Had we known Universal Windows would not honor the original terms of the agreementor would reserve the right to alter them unilaterallywe would not have agreed to move forward with the project. 
  

  

  Business Response

  Date: 04/23/2025

  Thank you for the additional response on Complaint ID #********. We remain ready and willing to schedule a technician out to address the siding services that the customer had called in about. Our representative on the phone was working to make the customer aware of the Trip Charge, as this is a newer initiative. As we have outlined, the customer has two different projects with our company. A window project sold in 2022, and a siding project sold in 2024. The service trip charge is included in our warranty (*****************************************************************************************************) and is also included in the terms and conditions of the Agreement signed on the Siding project, which is the most recent agreement signed by this customer. Our representative provided information about these charges and was clear that any services for the siding would be covered without a charge, as we are still within a year of installation. The window services that were brought up on the first project would ultimately fall under the Service Trip Charge process, but no fees were going to be charged to the customer at this time, as we were making her aware of the charge, and wanted to ensure we get her service concerns handled. 
  While we understand this customer's frustration, our business reserves the right to update policies and procedures as needed, and we do our best to minimize the impact on our customers, which is why the Lifetime Warranty remains intact. 
  Thank you for the opportunity to respond! 

  Customer Answer

  Date: 04/28/2025

  I am willing to schedule a technician visit to address the issues with my siding, as well as to inspect and resolve the concerns regarding my windows.
  When I initially contacted your office, the representative did not make an effort to inform me about any changes to the warranty terms.Instead, she attempted to charge me a service fee for the technician visit for the windows. It was only after I pointed out that our original contract for the windows did not include such a fee that she agreed to waive it, stating that it was being done as a "one-time customer courtesy" and warning me that I would be charged for any future visits.
  As outlined in our agreements, a service fee is to be applied only if damages fall outside of the warranty coverage. If Universal Windows has made any changes to its warranty terms, we should have been properly notified prior to any modifications being implemented.
  An ethical approach would require honoring the original terms of both contracts. Specifically, the service fee for window concerns was not part of our agreement, and service fees related to the siding were only to be charged if the damage was deemed outside the warranty.
  I respectfully request that our account be updated to accurately reflect the original terms of our agreements, with no unwarranted service fees applied.
  Thank you for your attention to this matter. I look forward to your prompt response.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23099021
  
  I have reviewed the business' response and am rejecting it because:

  I am willing to schedule a technician visit to address the issues with my siding, as well as to inspect and resolve the concerns regarding my windows.
  When I initially contacted your office, the representative did not make an effort to inform me about any changes to the warranty terms.Instead, she attempted to charge me a service fee for the technician visit for the windows. It was only after I pointed out that our original contract for the windows did not include such a fee that she agreed to waive it, stating that it was being done as a "one-time customer courtesy" and warning me that I would be charged for any future visits.
  As outlined in our agreements, a service fee is to be applied only if damages fall outside of the warranty coverage. If Universal Windows has made any changes to its warranty terms, we should have been properly notified prior to any modifications being implemented.
  An ethical approach would require honoring the original terms of both contracts. Specifically, the service fee for window concerns was not part of our agreement, and service fees related to the siding were only to be charged if the damage was deemed outside the warranty.
  I respectfully request that our account be updated to accurately reflect the original terms of our agreements, with no unwarranted service fees applied.
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/05/2025

  Thank you for the additional response on Complaint ID #********. We are happy to work with this customer to schedule a technician out to address the siding services. We would like to reiterate that the customer has two different projects with our company. A window project sold in 2022, and a siding project sold in 2024.
  Our representative provided information about the trip charge on the window project as it is a change; however, the Service Trip Charge does not negate the offering of the Lifetime Warranty.  With regards to the Siding project, as we are still within a year of the installation, any services for the siding would be covered without a charge. As outlined in the agreement, anything outside of a year will be subject to the Service Trip Charge, while the Lifetime Warranty remains intact.  The window services that were brought up on the first project would ultimately fall under the Service Trip Charge process, but no fees were going to be charged to the customer at this time, as we were making her aware of the charge for the future, waiving it for this occurrence due to it being a newer policy, and because we wanted to ensure we get her service concerns handled. 
  This is what we are able to offer the customer as outlined by both the most recent agreement and our Lifetime Warranty. Thank you for the opportunity to respond.

  Customer Answer

  Date: 05/13/2025

  I have reviewed the business' response and am rejecting it because:
  As previously stated, I am fully willing and ready to proceed with the necessary repairs. However, I request that our account be updated to reflect and honor the original terms of our agreements.
  While I acknowledge that there are two separate agreements in place, it appears that they are being treated as a single, combined agreement. The first agreement does not reference any service fees nor does it stipulate that the terms of the warranty or agreement may be altered. In contrast, the second agreement clearly specifies that a service fee would only apply if the damages fall outside the scope of the warranty.
  The current approach of charging an upfront service fee for both agreements, prior to any assessment of the damage, constitutes a deviation from the agreed-upon terms. As such, this does not align with the original agreement, and I believe it is unfair and unethical to alter the terms post-signature without prior notification or consent.
  Had we been informed that such changes would occur, we would have reconsidered proceeding with this service provider.

  

  Business Response

  Date: 05/20/2025

  Thank you for the additional response on Complaint ID #*********** appreciate the customers feedback and want to also confirm that we are on the same page with this discussion being about two different contracts with our company.
  The Lifetime Warranty remains intact across the board. The first contract is ultimately subject to the service trip charge for appointments, as we do reserve the right to update our warranties. We will continue to honor the waiving of this fee to inspect their concerns and should any additional appointments be needed after this inspection to complete any work found to address their service concerns, the fee will continue to be waived. Outside of this, the trip charge may be applied for future services as per the updated warranty and/or scope of the work being requested.
  The second contract is still within one year since installation so, as stated, our team was simply making the h/o aware of the possibility of the charge in the future. Should the homeowner like to schedule their services, we ask that they reach out to our Customer Experience team, and we would be happy to work with them to get a technician to their property. Thank you for the opportunity to respond!

  Customer Answer

  Date: 05/29/2025

  Thank you for the update
  
  This concern remains unresolved. I would like our account to be updated stating that the fee is to be waived for the first contract and will only be charged if the service is outside the scope of the warranty. 

  

  Business Response

  Date: 06/03/2025

  Thank you for the additional reply on Complaint ID #********. We are unable to waive the fee indefinitely. We are happy to work with this customer on a case by case basis regarding any service needs in the future, and as previously mentioned, we remain ready and willing to service their project based on the concerns she had mentioned without the fee being applied. Thank you! 

• Initial Complaint

  Date:03/10/2025

  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 2 H32313638353235**3236H replaced in my bedroom by them. There is air coming in both of them. I went to ********** to put insulation around them and put it up. Immediately I noticed the plastic was filling up with air. They sent someone out 2 weeks later. The guys they sent saw that there was a little insulation in there. It still wasn&#**;t done correctly and the wind was still blowing in. I watched them. He finished and I bought another window insulation kit and installed it again. These 2 H32313638353235**3236H cost $3,000.0, $1500 a piece. I would like for them to take this window out, properly installed it or to get a refund.

  

  Business Response

  Date: 03/17/2025

  Thank you for the information regarding Complaint ID #********. We have spoken with this customer since our last visit, as we understand they were not happy with the results of that appointment. We have a return visit set for 3/18 to verify all areas of the window are properly installed, so that we may address their concerns. We appreciate their willingness to work with us, and look forward to our upcoming appointment to bring this matter to a close for them. Thank you for the opportunity to respond. 

  

  Business Response

  Date: 03/18/2025

  Hello! We wanted to provide an update on Complaint ID #********. Our service visit ran today, and our technician completed a thorough assessment of the the windows and the installation. At the visit prior to this one, our technician confirmed that the windows were properly insulated at installation and also provided some additional adjustments to the frames themselves to ensure that the homeowner's concerns were addressed. At today's visit, all of those prior changes were still in effect and helping to control the air infiltration that the customer had reported. This customer has ********************** that operate, meaning that the sashes can move (open, shut, tilt) within the window frame itself. As such, because the window sashes have to be able to move, the windows will always have an element of air infiltration because they are not sealed/inoperable like a picture window. This is standard for this style of window, and part of the ratings system for this style of window. We have confirmed that the windows are operating exactly as they should. Thank you for the chance to provide an update! 

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  We had a ***resentative from Universal Windows Direct (UWD) come out to our home in July 2024 (7-11-2024) to give us an estimate on window ***lacements. The ***resentative specifically said she would not hound us with calls and would wait for us to call when we decided if we would want to proceed with their company. We ultimately chose to have our project completed by a different company. I called *** a few days after the *** visit to let them know we had chosen another company. Since then, my husband and I have gotten calls from *** roughly once per week. These calls come from multiple numbers and all times of the day. Around the christmas and new years holidays, they would call as often as every two days. We have told the callers multiple times that we are not interested, that our project is complete, that we do not have any other work to be done, and have asked to be removed from their call lists and they still continue to call. We want to be removed from their call list and to warn other potential clients that they will hound you with calls, even if you ask them to stop.

  

  Business Response

  Date: 01/29/2025

  Thank you for the information regarding Complaint ID #********. We would like to extend an apology to this homeowner if they felt overwhelmed by our outreach, as that is never our intention. We had a chance to review their account internally, and it has been updated so that communication efforts will cease. We appreciate the chance to bring about a resolution for this homeowner. Thank you! 

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:01/17/2025

  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 got some windows from them and they came out and put them up. They were about ****** dollars and I paid them up front with a cashier check. This was April of 2024. They finally put the windows up 1/13/25. They have gotten me 4 of the tinted windows but 2 of them were not. I asked them about this because I made it clear I wanted them all the same color windows. They said it is not on the invoice, but I paid for all tinted windows. I did not pay them for some not tinted. I was also told they were going to be going by the invoice and leave it at that. I paid them up front and made me wait almost a year for the wrong thing. When i tried calling them again they left me on hold ringing and ringing.

  

  Business Response

  Date: 01/20/2025

  Thank you for the information regarding Complaint ID #********. We want to first apologize if this homeowner feels like they did not get the product they were contracted for. After review of their agreement, the order of their products, and the photos provided by the customer, they were not contracted for tint on their windows and therefore this was not provided. The color discrepancy in the photos provided to us by the customer appear to be from a shadow above the window and due to the time of day that the photos were taken. That said, we want to ensure we have done everything we can, so we have also set up a technician to go out to do an inspection of the windows in person so we can verify everything is correct. We will continue to stay in touch with the homeowner after this upcoming service visit so that we can be sure to close the loop with them. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/13/2025

  Type:Customer Service 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 two H32313638353235**3236H that I needed to be replaced. The Company was (advertise) a special you buy one window and get a second window free. Salesperson by the name of (***** ******) came out to my property. Salesperson first quoted me $12000 and I told her I was unable to afford that cost then she went $6000.00 cash deal. I gave them $3000 as down payment. I call the company back and ask them to finance me because I was getting low on cash. They Finance me and it cost me additional $500.00 that I wasn&#**;t told I needed to pay to get finance on monthly billing. I want my account to be credit t $500.00 back to me.

  

  Business Response

  Date: 01/15/2025

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this complaint, as we have recently spoken with the customer to help try and explain this situation and are happy to provide an explanation here as well.
  This homeowner signed their agreement with our company on 9/2/24. At that time, they signed off on paying the project price in cash. When customers pay via cash, a payment structure is outlined and signed off on in their agreement showing what amounts are due and when. When the second payment installment came due, the customer decided that they wanted to finance the remaining balance due on their project. At that point, our sales team had to get reinvolved to determine if the homeowner was eligible for financing. They worked with this customer to set him up for financing the balance, which included an additional $500 for the finance costs, which would not have been present at initial sale when the customer stated they would be paying in cash.
  The $3500 loan amount paperwork was approved by the homeowner, and they have made multiple payments on the account as well. If the homeowner is not interested in paying any interest on their loan, the best option would be to pay the loan off early, which comes with no prepayment penalty.
  We apologize for any confusion and we appreciate the chance to clarify. Thank you! 

  

  Business Response

  Date: 01/15/2025

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this complaint, as we have recently spoken with the customer to help try and explain this situation and are happy to provide an explanation here as well.
  This homeowner signed their agreement with our company on 9/2/24. At that time, they signed off on paying the project price in cash. When customers pay via cash, a payment structure is outlined and signed off on in their agreement showing what amounts are due and when. When the second payment installment came due, the customer decided that they wanted to finance the remaining balance due on their project. At that point, our sales team had to get reinvolved to determine if the homeowner was eligible for financing. They worked with this customer to set him up for financing the balance, which included an additional $500 for the finance costs, which would not have been present at initial sale when the customer stated they would be paying in cash.
  The $3500 loan amount paperwork was approved by the homeowner, and they have made multiple payments on the account as well. If the homeowner is not interested in paying any interest on their loan, the best option would be to pay the loan off early, which comes with no prepayment penalty.
  We apologize for any confusion and we appreciate the chance to clarify. Thank you! 

• Initial Complaint

  Date:12/06/2024

  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 contacted Universal Windows Direct (UWD) for a quote for six window ***lacements. It started off great for calling and returning calls to schedule an appt. and one was set for 9/7/24. The sales *** came out was really good. She was pleasant, respectful, and considerate of my needs. I told her I would consider the quote and decide by 9/9. On 9/9, I delivered the news that I would need to wait for the ***lacements because of the expense. The *** asked that I keep her in mind for a future time. On 9/11, I received a call from a guy ***resenting *** who works with the project managers (**) there. He stated that ** can sometimes offer specials and rebates that can help make projects more affordable. He asked me if a ** could discuss available options with me. I agreed and a call was scheduled for the evening of 9/12. The ** called as promised and we had a good discussion about the project and pricing, I asked the ** to get back with me on Mon 9/16 at 7 ** and he agreed. At this point, I was ready to close the deal and waited for his call. He NEVER called me back even after I left VM msgs. for him on 9/23 and 9/30. I contacted the original *** on 9/30 and explained the situation. She apologized and stated she would speak with her mgr. and give me a call back. I have NEVER heard back from the *** or her mgr. By this time, I feel very disrespected, and on 10/22, I called UWD's main line and explained the situation to cust. ***.. She informed me that a sales mgr. will call me back soon. Again NO call received. My conclusion is that I have been "ghosted" and I do not know why. In all my years dealing with businesses, this is the first time that something like this happened. I am clueless about *** lack of response. I am sure there are others who will take the job. I don't usually write this type of complaint, but thought I should as a warning to other potential customers.

  

  Business Response

  Date: 12/16/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize to this homeowner if the communication after her initial sales appointments fell short, as that is never our intention, especially when working on new projects with a customer. We have passed this homeowner's information to our **************** team so that we can determine appropriate next steps and outreach to this homeowner. We appreciate her patience, and the chance to review and respond. Thank you! 

• Initial Complaint

  Date:11/11/2024

  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.

  One year ago I purchased H32313638353235**3236H and doors, the H32313638353235**3236H are installed, but the front door was not right from the beginning with the door jam not being painted correctly and the garage door wasn&#**;t the right the first time and then the next one had a bulge and another one had to be order, also the basement they cut 2 long gouges out of it which my son tried to touch it up but was not successful. All of my issues were made aware to ***** ******, I have sent pictures to her email, and she told me she would inform her boss about all of my issues, this should have been a same day installation, and a year later issues have not been resolved. I now want my money back and they can come and get their doors, they have made this the worst experience for me.

  

  Business Response

  Date: 11/20/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We would like to first apologize if this homeowner feels frustrated by the timeline of her project, as that is never our intention when working with homeowners. We understand it causes delays when we have to reorder items or make additional stops, but we hope it also shows our commitment to ensuring everything is correct on a customer's project. For this particular homeowner, we are aware of the open service concerns with her doors; they are aesthetic concerns and we are committed to getting them resolved as part of our commitment both to her and to our lifetime warranty. While we cannot simply remove the doors, we can address her concerns and her request, and we look forward to doing just that. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/25/2024

  Complaint: 22542022
  
  I have reviewed the business' response and am rejecting it because:
  

  I want them to come get their doors.  The warranty has no bearings on my windows.  They have already broken their word because it has been a year and a half later.  I want them to just come get their doors.  They need to give me a day and come get them.  I will not accept that my windows will not be under warranty because it has nothing to do with my doors.  
  
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 12/03/2024

  Thank you for the additional response on Complaint ID #********. The lifetime warranty covers both the windows and the doors. As such, we cannot come remove the doors from the openings. We remain committed to replacing the doors to address the concerns that the customer has brought to our attention, which at this point are all concerns with the finish of the doors themselves. We have two new entry doors on order to replace the ones in the openings, so that we can try to address this in full at our next visit. Our Operations Manager will be speaking with the customer about next steps to be sure this customer understands our commitment to her project and bringing about a resolution as quickly as possible. We appreciate her continued patience and looking forward to getting her to a solution quickly. Thank you. 

  Customer Answer

  Date: 12/18/2024

   This has been going on for almost 2 years. I require an immediate fix or I want my money back by the first of the year. Im tired of them saying well we had your doors but they are not usable.

  
  

  

  Business Response

  Date: 12/19/2024

  Thank you for the additional response on Complaint ID #********. While we understand that this has been a test of this homeowner's patience, and we do sincerely apologize for that, we have reordered the entire door units for this customer. They are in production, but are being entirely rebuilt, so there is not a way for that process to be immediate. We are working to track the order diligently, so that as soon as it arrives, we can contact the homeowner to schedule our return visit to install the entirely new doors. We appreciate her continued patience as we work towards the solution for these doors. Thank you!