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:06/01/2023

  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 April 27, 2023 We got the sliding door ($4000) installed by UWD people who were late for half day (no one there values your time). The doors were installed with the huge defect: grids are different sizes!!! Why would you start the installation without checking the product first. (The inspection is lacking quality). We were not controlling the installation process – it is not our job at all, and We only saw the end of it: the result - the doors with different sized grids. You can't trust this company from the beginning....
  I called several times and filed the request to change the grids right away. No one there to reach right away, they call week later and Customer Service stated that UWD does not have "GREAT INSPECTION SERVICE” (blaming others), but they will fix the problem. We asked to be compensated for moral, emotional, financial discomfort and they said that “Money will not make us happy” and they do not do that, but they will fix the issue (No one should assume that will make you happy, but in our situation I tell you – money will make us very happy and satisfied!!!!!!). I reached Sales person once and he reassured me that he checked and file request for me and said that they have grids in stoke and it will be fixed asap (Lie), and said he will be there if we have any concerns in the future. After that he is disappeared and never answered the phone again…..
  We called customer service again and they said that will be reached back on May 29th to schedule the date for the grid change. Today is June 1st, 2023 and It is been over 6 weeks that me and my family looking at defected, not aesthetic, expensive sliding doors that UWD is not taken the responsibility of fixing.
  We are remorsing and regretting to do this project with UNIVERSAL WINDOWS DIRECT for these facts:
  1) UWD - the price is not cheap and Sales people untrustful
  2) UWD - does not value people time, discomfort and privacy
  3) UWD - inspections is incapable to see the defects - lack of quality
  4) UWD - custom service is rude, not knowledgeable and uncapable to provide any factual information about anything.... no dates, no timing
  5) UWD - no compensations for all of the above, company that even do not care about their name, just grabbing money and do so so job, unresponsible business.
  
  I will not recommend this experience to anyone! Our big project was around 35K with the UWD company and I’m glad that we are started only with the ONE project first.

  

  Business Response

  Date: 06/05/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize for any inconvenience that the misaligned grids have caused this customer, as that is never our intention when entering into a project with a customer! We appreciate their business and we are proud of the value offered through our lifetime warranty. The door sash panel on their sliding glass door was reordered to correct the issue with the misaligned grids. While we understand that it is not ideal to have this occur, it is an esthetic concern we are working to address as quickly as possible. The customer was able to speak with a manager at the end of last week about their project, and we will follow up once the new door sash panel has arrived so that we can work to get this corrected for them as quickly as possible. We appreciate their continued patience and look forward to bring this to a resolution. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 06/13/2023

  The issue was not resolved yet, they suppose to come on June 15th and hopefully fix it, I’ll keep you posted

• Initial Complaint

  Date:03/27/2023

  Type:Delivery 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 purchased replacement windows 9/7/2022 with full screens, paying extra for the full screens. On the day of install in November, half screens were brought to the house. The installer said he had reported the mistake to the company. I never heard from the company. I called several weeks later and the replacement full screens had not been ordered, but the order would be placed. I called again after 6 weeks and was told the order had been lost/canceled and another order would be placed. 6 weeks later I called to see if the screens had come in and they had and I set a date to have the screens installed 3/22/23. 4 of the 12 screens were incorrect sizes. I called again 3/27/23 to see if an order had been placed for the 4 screens and it had but they couldn't tell me anything else so I could verify the correct sizes were ordered. I asked to have the sales manager to call me. I was told I ordered half screens more than once which was not true according to my contract. The company blamed the manufacturer on two different occasions for the screens not being correct with the original order and when the replacement sizes incorrect. When the original order came into the company they were supposed to check the order for accuracy and when the replacement screens arrived the same should have been done. 6 months later I still don’t the screens I paid for. Notice the company never reached out to me to rectify the issue. I did receive emails from the company which didn't provide useful information.My job number is *** **********. I consider this poor service and poor customer support. The company never apologized for my inconvenience and their lack of follow through. I want the company to order, deliver and install the correct full screens on my windows. I want my order to be rushed so that I can be finished with this company!

  

  Business Response

  Date: 04/17/2023

  Thank you for the information regarding Complaint ID #********. We sincerely apologize both in the delays in the screen orders, and the delay in response to the Better Business Bureau as the complaint email was getting caught by the **** filter for our company. We appreciate the chance to review the complaint, as it is never our intention for a homeowner to feel frustrated by our ordering process. We will follow up on the open order so that we may provide an updated estimated arrival date of the screens needed. We are committed to resolving this for the homeowner as part of our commitment to our agreement and our products. We appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 04/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the screens. I called the company today and was told the screens should be received at their location May 10. After they arrive they said I would receive a phone call to set up installation. In  my past experience with installation that means I will wait another month for installation. I will not accept the company’s response until my screens are installed considering that my windows were installed in November 2022 and I still don’t have all of the correct screens.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:02/25/2023

  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.

  This is my story, this nightmare started on 05/13/2022 my order was to replace windows, a back door with a storm door and a main entry door. First, I had to wait 5 months after getting news about my installation, they told me that the installation for everything could happen in one or a maximum of two days. That day (9/29/2021) windows were only installed; they brought a door but size and swing side were incorrect. I had to wait almost a year to hear about the installation of my doors, ******* visited me on August 2022 to say that the color I choose for my main door was not available anymore, so I picked a new color and I didn’t hear back from them until December 2022 to schedule the installation however didn’t happen until January 2023, guess what! They only installed the back door, the storm door had incorrect side swing and the worst, they didn’t bring the door, I was told the door was never ordered! The back door was ordered with a new leverset /Handle set and for any reason was missed. I got a call from the ********** ******* as I was really upset about this situation however didn’t happen, he supposedly was to call me regularly to give updates but that never happened.
  Installation for the storm door was scheduled for this Friday (2/24/2023), I just received a voice mail basically saying that the installation was not on the installation crew had other jobs to do and that my installation was not scheduled. I had to request PTO to be at home yesterday, they just don’t think all that I need to do to organize my day for the installation.
  I have names, emails, voice mails and records of everything but my intention is not to affect people but this company as an organization is a mess. I started talking with my attorney to request compensation for all my time invested but will be an onerous process.
  I really hope that someone in a higher level at Universal Windows can see my message.

  

  Business Response

  Date: 02/28/2023

  Thank you for the information regarding Complaint ID #********. We want to first apologize that this homeowner has experienced delays on their project. That is never our intention when starting a project, and we would like to apologize for any frustration that it has caused. We have been actively working to ensure that all of the concerns highlighted can be addressed. Our ****** ********** ******* has been looped in and is actively working to connect with this homeowner so that we may discuss, in detail, the next steps. We appreciate this homeowner's continued patience and we look forward to being able to connect with him in order to bring this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:01/03/2023

  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.

  Universal Windows Consultation: May 17, 2022 Measurements: June 6, 2022 Installation: August 9, 2022 Punch List: Sept. 14, ***** ************** about problems with installation sent photos: Oct. 17, 2022 Fix some issues: Dec. 5, 2022 That is my time line with this company. The job still is not complete. I have just received a email stating I'm behind on payments in which I haven't received a bill or statement from them. They are going to send it to a collection agency. Now mind you I have not received anything from them and now it's collection agency. It has been the most awful experience I have ever had with a company. I would never recommend them and feel they should really be looked into. Each time I had someone at my home it was someone different. The wait for windows were extremely long, Installation was shotty, didn't even have all my windows. Brought a broken one thinking it was my bathroom window. They thought it was rainglass. This company has many complaints. Wish I would have really really dug into them. I am at a point where I just don't what to do. Job still isn't complete. I have a email saying g I'm being g sent to collection agency and the windows are worse than ones a had replaced. There is so much air coming in my home its ridiculous. I went with them because they finance and unfortunately I don't have thousands of dollars to pay out right. However I shouldn't be treated as if my business doesn't matter. I am so sick about this company. Wish I could just give the windows back and warn anyone and everyone about this company. Thank you,***************************

  

  Business Response

  Date: 01/12/2023

  Thank you for the response on Complaint ID #********. We appreciate the chance to review this homeowner's concerns and their project with us. Our Operations Manager had the chance to speak with them directly and we have scheduled a return visit so that we can ensure that any open service concerns that this homeowner has with her windows are addressed. We are also working to get her questions answered related to her financing plan. We look forward to our upcoming appointment and to bringing this to a resolution with our customer. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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.

  Several weeks ago I had a representative come to my home and give me a quote for window replacement. My husband and I decided not to proceed with replacement and promptly let our representative know. Since then Universal has called me up to 20 times per day even on the weekends. I would like for this harassment to stop please.

  Customer Answer

  Date: 12/29/2022

  Here is the correct address.

  *************************. Louis, ** 63146

  

  Business Response

  Date: 12/30/2022

  Thank you for the outreach on Complaint ID #********. We apologize if our communication efforts have caused this homeowner any frustration, as that is never our intention. We will work with our team internally to ensure that communications cease. We hope they will keep us in mind for future projects. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 12/30/2022

  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:12/18/2022

  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 universal windows come out to quote me for windows. My quote was $13,418. I financed it. That is a lot of money for the job that they did. I have waited so long to upgrade my home and make it look nice and this company did the messiest job I have ever seen. They did give a disclaimer before hand that there may be some scratches on walls or window sills after the job. I understand that. My brand new windows are scuffed around the inside edges. The caulking job around the windows is extremely messy. There’s some caulk that got on the actual window. My window sills are not only scratched, but gouged from the tools used. They will all need to be patched. Wood is coming away from the window sill in my family room and I can not physically get it back in place myself. I have cracks in the wall near one of the windows in my bedroom. My living room window is what I’m most upset about. During my quote I included that I wanted my picture window sill in my living room replaced. It was torn up from a puppy we had. The guys came to do the job put the window in and when I asked about the window sill they said it wasn’t in the contract. I was suppose to have a wood window sill. The guy that quoted me said yes that was suppose to be included. They had already put the window in and said they would have to take the window back out to put the sill in. I asked if we could just do that after Christmas then since we are a week out. They said no we will go to **** ***** and get one and do it today. The window sill they got was not wood. It is pressed board that has dents and is already chipped and gouged up. It looks no better if not worse than what I already had before it was replaced. When they put it in they didn’t take the window all the way out like they said they needed to, instead they used a crow bar and pried the old windowsill out and shoved the new pressed board in. The job is extremely messy and for lack of better words half ***. This is not the type of work or job I thought I would get for $13,000. I am extremely disappointed with the job I was provided and would like these issues to be fixed. I want what I paid for, what I was promised.

  

  Business Response

  Date: 12/20/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to investigate this customer's project. Our Operations Manager was able to speak with her yesterday regarding her recent install. We will be working to coordinate a time for a team member to come out and help us ensure that her concerns are addressed as soon as possible. We are working on a date/time for our return visit to present to this customer, and we appreciate her willingness to work with us to bring this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/11/2022

  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.

  We have a contract for replacement windows in our house with this company. We paid for 27 windows, $22,000 was the total. I put down $7000.00. We wrote a check for the deposit. They have been out at least three times. They sent a professional installer to measure the windows. They told me that the windows would be installed in 10 -15 weeks (March or April). They brought all 27 windows; 15 were right and 12 were wrong size, they didn't fit. They sent another measuring professional out. They came back with the 12 windows in June. A different crew of installers. Ten of the windows were wrong. These include atrium windows for the back of the house. They had to take the vinyl siding off the outside of the house. They were working on the outside, not the inside of the house. The j channel doesn't match. They broke a light inside the house. One of the atrium windows was damaged and was supposed to be replaced today. Two specialty windows were wrong and two weren't on the truck. I paid for all the window dressings to come down. They never returned my call to tell me when they would be back out. Had to pay for the window dressings to be put up because they couldn't tell me when they would be back. There are 9 windows that still need to be replaced and it has been 13 months. They won't call me. I have tried calling today. He is reading my texts but won't text me back.

  

  Business Response

  Date: 11/15/2022

  Thank you for the information provided in Complaint ID *********. At our recent appointment, three of the windows we were to install came in the incorrect color. The homeowner let us know that he wanted everything installed at one time. We are happy to accommodate this, and are working on getting the windows that were not the correct color, reordered. Our Senior Operations Manager has been in direct contact with the homeowner since this appointment last week to keep him apprised of any and all updates that we have on the reorder. We will continue to stay in touch so that we can get this resolved for the customer as quickly as possible. We appreciate his continued patience, and the chance to respond. Thank you. 

• Initial Complaint

  Date:11/02/2022

  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.

  We engaged Universal Windows Direct in April to purchase two new windows added to the kitchen, and replace four others- one in the kitchen and 3 in an upstairs bedroom. Measurements were taken in June, and a deposit of half the full price was made. Windows arrived in August to be installed and due to issues with the exterior color, we halted the installation after four windows were in. It’s important to note that the windows were hastily installed as the techs expected they’d be back soon with replacements. It is now late fall, and the windows are not airtight. We were under the impression the windows we ordered would be white on the interior, which they are, and a clay color on the exterior to match all of the existing windows as closely as possible. It was at the suggestion of the tech who did measurements that we do this; he wrote a change order, which we signed. We were also told, by the original sales rep in April and the tech who measured that we absolutely could paint the windows if needed. This is not the case, we were told by the installer that painting them voids the lifetime warranty—which is the whole reason we went with this company. The windows arrived all white. According to the company, our order says all white. The change order says ‘clay colored coil’; we thought that fixed things. Since August 16th, as seen in the photo, we have one white window on the front of our house, and three white windows on the rear, in glaring contrast to the original windows. Obviously we would not have ordered white windows for the exterior of this house. After several unsatisfactory phone calls, one tech came in Sept. to choose a color and make an estimate for the exchange. We’ve not seen this estimate. We’ve now been told they can’t produce the windows with different interior and exterior colors. No one will rectify the issue, though we are willing to discuss potential solutions. This summary does not contain all factual information relevant to the issue.

  

  Business Response

  Date: 11/03/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to review this customer's experience with us. We have been actively working with them to bring about a solution based on their concerns. They are speaking with our Senior Operations Manager to review next steps of what can be offered. We look forward to the continued conversations as we work with them to get to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/10/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: While we are in intermittent discussion and have proposed a solution, the issue is not yet resolved.  We have nothing in writing in response to our suggested compromise. This has taken a considerable period of time, we are beyond frustrated, and while progress has been made we have lost trust in this company enough to feel certain the discussion will come to a written compromise.

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

  

  Business Response

  Date: 11/11/2022

  Thank you for the additional response on Complaint ID# ********. We are committed to bringing this to a resolution, and must loop in the appropriate parties needed in order to do just that. Our Senior Operations Manager continues to work on this, and be in contact with the customer, so that we may get this resolved as soon as possible. We appreciate this customer's continued patience as we work together on this project. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/24/2022

  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.

  We hired UWD to install windows in our home in the end of April 2022. We were told that the process would take 8 to 12 weeks. The website states it as well. We were told that the installers are employees of UWD as well. The first attempt to scheduled attempt to install the windows on 9/16/2022 was cancelled at 9:30am on that date as there was an issue with an " employee" having a medical problem. The second attempt to install was on 9/20/22. On that date at 9:30 am I was notified that " the truck" broke down and so a third date would be needed to install the windows. I told the scheduler at that time that I had already taken two days off in order to have the windows installed and I wanted UWD to be prepared to offer me something for cancelling twice on the actual morning of installation. A third date was set and the installers showed up a little late. They informed me that they are in fact not employees of UWD but contractors and the previous two contractors backed out of the installation because they were told that they needed to use scaffolding to install the windows. I have requested UWD to discuss with me a reasonable discount for the times they have failed to make the two previously scheduled appointments. The offer originally of $200.00 off was not acceptable to me and since collection threats have started coming now and I feel it is necessary to file a complaint with the BBB for misleading and lying to me.

  

  Business Response

  Date: 10/26/2022

  Thank you for reaching out on Complaint ID #********. We apologize that this customer's installation had to be rescheduled, and for any inconvenience that it caused. We have installed all of this customer's product and have spoken with them directly regarding their compensation request to ensure this was brought to a resolution. We appreciate the customer taking our calls and are glad we could get this resolved. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/27/2022

  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:10/10/2022

  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.

  We contracted Universal Windows Direct in May, signed a $40k window buy for 19 windows and 2 doors. Issues came up throughout the process, company rescheduled the measurements 3 times, my door hardware was out of stock 2 times, the install took 4 days instead of the promised 2, but the worst offense is that the installer broke and entered into our home to finish interior work on the windows when no one was home. Universal Windows did nothing and now we are being told our two doors, which should have been installed at the same time as our windows, are now not being installed until March of 2023. Attached is the text thread with the installer where I clearly communicate he can not enter our home and he replies that he did.

  

  Business Response

  Date: 10/12/2022

  Thank you for reaching out on Complaint ID #********. We apologize if the customer's experience has fallen short of their expectations and our own. The work on the windows was able to be completed, and we are just now awaiting the doors to arrive to our warehouse so that we can schedule the installation of the remaining product. If the customer would like to go down the path of cancelling the door portion of the order, we can have our Sales Manager reach out to discuss the next steps, as it is outside of the outlined rescission period as outlined in our agreement. We are committed and looking forward to installing the doors once they arrive. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/12/2022

  Complaint: 18193767
  
  I am rejecting this response because UWD failed to address the two break-ins that occurred by there installer (see attached evidence). This was a huge violation of privacy and their lack of remorse or action is beyond disappointing.

  In regards to the doors, it was communicated to us TWICE, when ordering and again in August, that our doors would be installed at the same time as the windows. It was not until 9/13 (after the break-ins) were we told it is all of a sudden now March of 2023. UWD claims the doors are in "production" but will not be ready until March of 2023, they will also not issue a refund.

  In reference to the sales manager, we have been bounced around from person to person and it is simply a way they have continued to shift blame and responsibility of the horrible missteps on their side. 

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

  

  Business Response

  Date: 10/24/2022

  Thank you for the additional response on Complaint ID #********. Our Senior Operations Manager has spoken with this customer ************************ regarding the installer being on their property. While we apologize for any miscommunication, the windows have been completed, and we remain eager to get their doors installed. There is no attempt to pass this customer around when it comes to the door project; only the clarification that if they would no longer like to move forward with that portion of the project, our Sales Manager would have to be looped in to assist with the next steps in ********** as the product has been ordered and is in production. We are committed to completing their project upon arrival of the doors and would be happy to provide updates on the estimated arrival date of the doors being delivered to the customer as we go. We appreciate the chance to respond. Thank you.

  
  

  Customer Answer

  Date: 10/31/2022

  Complaint: 18193767
  
  I am rejecting this response for multiple reasons. The first being there was never a miscommunication, the installer broke and entered into our house not once but twice as evident in the text chain screenshot we provided and Universal Windows has failed repeatedly to take appropriate ownership of this critical misjudgement and violation of privacy. Second, we were in contact with the sales representative and he shared that he can no longer talk to us and said we are only to talk to the ** for the region so there is in fact passing us around as to avoid taking any action. Next, we were told we would be contacted every 2 weeks with an update on our doors and no surprise they have failed at this as well. Lastly, we are seeking a credit for the horrible experience and continued lack of customer service. 
  
  Lastly, I have shared my experience with two close friends in renovations and happy to report that they booked renewal by ******** for their jobs. Im sure they will be much more satisfied with their customer service. I also plan to be interviewed shortly for a local news station on my experience and this will be shared in the entire St. Louis metro area. I want to do my part to help my community to not make the same mistake we did in choosing Universal Windows.

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