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:05/23/2023

  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.

  Universal windows direct as unfinished my windows since August 2022. When they came for the first install, they left all the windows unsealed for months before they came back to sill all them which made my power bill skyrocket. I still have three windows that have not been sufficiently sealed and trimmed. A manager from Universal windows direct has been calling me every day to receive final payment even though the job has been unfinished. He will not give me a date for when the job can be finished. He only wants final payment and they still say they dont have the material to finish the job.He also threatened to send me to collections and not hold up my warranty.

  

  Business Response

  Date: 05/24/2023

  Thank you for the information regarding Complaint ID #********. We apologize if there has been any frustration around this homeowner's project. We are aware of the open service item to complete the interior trim work on the windows in question, and also are aware of the balance owed on the homeowner's project. We will complete this work as soon as the needed materials have arrive, and look forward to payment of the remaining balance in full at this appointment. We will continue to track so that, as soon as the materials arrive, we can call to schedule our return visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/14/2023

  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.

  Had new windows installed late February. Several installation issues which two different technicians observed and acknowledged. Since then, no communication or follow up. We have left messages on both local and corporate customer service phones and if we do get a live person on the line are told someone will call us back and they never do. We need these issues corrected. We have paid $16K to them and one tech actually said we were being too picky when we complained about windows being installed backwards, crooked and leaning out. also, several have already began to have condensation inside. We have submitted pictures to customer service but again, no one will contact us.

  

  Business Response

  Date: 04/17/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner feels that our communication efforts have fallen short as that is never our intention. Our team leader has reached out to discuss the homeowner's service concerns with them directly. We will continue to reach out, as we have not yet been able to connect with them over the phone, so that we may bring this to a resolution with the homeowner. We appreciate their patience and we look forward to speaking with them. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because:

  They have absolutely not tried to contact us. We even emailed our sales rep and he responded and copied customer service  Nothing. I don't know who they are attempting to all but it is not me or my wife ************* or ************.)

   

  
  

  

  Business Response

  Date: 04/21/2023

  Thank you for the additional response on Complaint ID #********. We were able to schedule a time to speak with the homeowner this week that was mutually convenient to discuss the photos that they sent and our next steps. We have reordered the glass to address the concerns with the grids and also will be working with the homeowner on the concerns that were brought up during the call. We have another follow up call set for next week so that we can keep an open line of communication with the customer. Thank you for the opportunity to respond.  

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Customer Answer

  Date: 08/02/2023

   
  I am rejecting this response because:
  

  This is a follow up to my original complaint filed on 4/14/2023 (Complaint # ********). This was supposed to be resolved and I stated I was satisfied with the resolution on 4/24/2023. As of today 8/2/2023 it is STILL NOT resolved. IF they do actually show up, they are not prepared with the correct product and materials to complete. Since the initial complaint, a technician has been out only once and without the new windows we were promised. He was directed to turn the panes around to correct the backwards grid issue but realized that cannot be done. Finally got **************** to order new ********************** which were supposed to be installed yesterday 8/1. No technician, no call. Contact Charlotte office and left message (of course, no one ever answers the phone) and received a call back with the standard "apologies, blah blah blah). Was supposed to get a call back this AM but had to call them. They were in a "meeting" and that was why we weren't contacted. now saying the replacement windows will be installed Tuesday 8/8 between *****. ANOTHER day that we have to adjust our schedule to be home to wait on them to correct something that should have been dealt with months ago. No one ever knows what was discussed, Lack of communication is horrible. We just want our windows corrected as we have already paid the full amount.

  

  Business Response

  Date: 08/08/2023

  Thank you for the information regarding Complaint ID #********. We apologize that this customer has experienced multiple visits as we work to correct their service concerns under our lifetime warranty. The customer is highlighting a concern with grids that appear to be backwards in the glass. This is a very uncommon concern, which is why there has been some additional back and forth regarding the appropriate solution. We have our technicians going today for a service to help get this corrected, and are happy to follow up with the customer after this visit to ensure we are bringing this to a resolution for this customer. We appreciate their continued patience and we look forward to getting this resolved. Thank you for the opportunity. 

• Initial Complaint

  Date:01/20/2023

  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.

  If I could give zero stars, I would. My husband has been dealing with this nightmare for almost a year now. A YEAR. Horrible, lazy installation. Trim peeling off inside; the outside black trim was nailed on with WHITE nail heads, which had blown off in the wind and had to be tacked back in place by us temporarily. A faulty bay window installed and leaking onto my floors was supposedly ordered back in August. The manager or guy we continue to be put in touch with, ******, is beyond slack. Multiple calls questioning WHEN our windows will be fixed and the new replacement window installed (it takes about 15 attempts to get a response from this man). First, it was, "you are a priority since this is a remake from a mistake," then it was, "it's taking longer because they are white interior and black exterior windows" then there were just months of silence and no response. So we called the customer service line and not them ************************ in Charlotte, where we were notified the window was NEVER ordered. I was fuming. She assured us it would arrive by December. Here we are blowing them up again because it's January 19th, and nothing, no call, no update, not shit-you know why??? Because we have already given this garbage company all the money in full. Today the response from the said manager after, again, multiple attempts???? No apology, no explanation, "The estimated time arrival of the window is 3/20/23" in a TEXT. It is so unfortunate that you read reviews, do proper research on a company, and spend your hard-earned money to improve your home, only to get royally screwed. I am not one to sit and write extensive reviews, but if I can save ONE person from experiencing what we have had to go through, it is worth my five minutes of ranting.

  

  Business Response

  Date: 01/20/2023

  Thank you for the outreach on Complaint ID #********. We apologize if this homeowner feels as though the communication around their project has fallen short, as that is never our intention. We do have the window remake on order and while we understand their unhappiness with the current estimated arrival date to our warehouse, it is just an estimate. The other windows on their agreement are installed, and as soon as this remake arrives, we will give the homeowner a call to schedule our return visit to replace the window and address any open concerns they have. We are confident that this will all be resolved, and we appreciate their patience as we await this order to arrive. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/24/2023

   
  I am rejecting this response because: The original timeline had an expected arrival date of 6/19 for the replacement window. The staff never ordered the window. I don't appreciate the reply stating that the customer may not be happy with the estimated completion because it noted in MAY that the reorder needed to be placed, and several other issues still need improvement. Their installation crew confirmed all interior and exterior trim needed to be redone and all the caulking. Nothing, NOT ONE thing, has been done since May of last year.  We are less than satisfied with the work completed and the customer service, or lack thereof, we have had to deal with.  It took a complaint to BBB and reaching out to our local news station to get a proper response from this company.  We are livid.
  

  
  

• Initial Complaint

  Date:11/11/2022

  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.

  Continue to be harassed via calls and texts to my cell phone after requesting many times for them to cease. Have made it clear that I am not interested in their product.

  

  Business Response

  Date: 11/11/2022

  Thank you for the outreach on Complaint ID #********. We apologize if our communications have caused this customer any sort of frustration. We will be working with our team to ensure that communications cease. We appreciate the chance to get this resolved. Thank you. 

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/05/2022

  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.

  Invoice# ******-97 Work order# ****** This is for address *************************, Charlotte,**. ***** There are french doors,with side windows that have not been installed. I have made numerous calls and spoke with various people, all have said something different. Specifically, ******, warehouse manager, has lied on numerous occasions to me, he has promised and given me his word that he would call me back or promise installation. At this point I have given this company over $38,000 in business and paid over $34,000 to date. The last conversation with ****** he personally gave his word the doors would be in on 10/3/22 and he would personally call me for instalation. Neither of those things happened. This invoice the doors are on is from 11/17/2021. I simply want these custom doors to be installed ASAP.

  

  Business Response

  Date: 10/06/2022

  Thank you for reaching out to us on Complaint ID #********. We would first like to apologize for the extended timeline that the customer has experienced on the door portion of their project. We are awaiting their door to arrive to our warehouse, and at this time we are anticipating an arrival on our truck next week. Our Operations Manager has reached out to this customer to discuss with them. As soon as we have the door delivered to our warehouse, we will give them a call to schedule the installation. We appreciate their continued patience and we look forward to getting this installed for them. Thank you! 

• Initial Complaint

  Date:09/26/2022

  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.

  On September the 24th 2022 I made a request for window replacement for my 2008 pickup truck by mistake, thinking this was an auto glass replacement company. I never completed the online request after recognizing that this was not the type of company that was needed. I immediately received a call saying that they had received my request for window service. I went on to explain to the representative that this was done in error and apologized for the mistake. I then received 4 more calls back to back for the same reason. all within a 30 min span. The calls continued all throughout the day and into the next week. I have emailed, texted and even spoke to several representatives explaining the mistake and asked them to remove me me from their call list. But to no avail the calls have not stopped. I would like to somehow have these harassing calls to stop! I am hoping with your help this issue can be resolved.

  

  Business Response

  Date: 09/26/2022

  Thank you for the outreach on Complaint ID #********. We apologize if there was any confusion related to this customer's request and the subsequent communication. We will reach out to our communications team to ensure that the outreach stops as per the customer's request. We appreciate the chance to resolve this, and hope this customer will keep us in mind should he need anything in the future related to the products we do offer. Thank you! 

• Initial Complaint

  Date:08/23/2022

  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.

  Windows Direct came out Friday, August 19th, 2022 to install a door that took 5 months to get. I noticed that evening the door wouldnt latch( u could just push open) ,, at that time the door locked, so I waited till Monday August 22 in the morning to call. She scheduled me for August 29th. Today Tuesday August 23 my door wont lock. I cant leave my home, go to work, get my medication, or take my father to the doctor! **************** said they still couldnt come out till next week !! I do not feel safe with my door not locking. There have already been break ins in my neighborhood. I am so worried and dissatisfied with Universal Windows of Charlotte and their crappy installation. I will definitely contact an attorney if this isnt resolved by tomorrow. I am stuck. I cannot financially stay at home for a week.

  

  Business Response

  Date: 08/25/2022

  Thank you for the outreach on Complaint ID #********. We were able to get a technician out to this customer's property on Tuesday August 23rd. While he was at the appointment, he **** up some additional work that needs to be completed on the door, which should resolve the customer's concerns with the door. We have looped in our Operations Manager so that we can get an appointment scheduled with the customer. We will be reaching out to her ************************ to get this appointment set up. We appreciate the chance to respond and look forward to our next visit to ensure we get this all taken care of. Thank you!