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:06/27/2025

  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.

  We moved into our first home during the pandemic. We were excited about putting our home together and our old home had single glass panels. Universal Windows Direct came to our home and showed us their products and we went with them. First problem we encountered was we unknowingly lost a lot of window sill space okay, whatever, well deal with it. Second problem - we noticed that the windows werent soundproof as stated they would be and noticed drafts areas where you could feel the outside weather. Third problem our windows were bowing and warping at year 2 ***** We called them and they agreed they looked bulged, but nothing was done with this. Final problem - our living room window has a large crack. We have no idea how this could have happened - as the screen was covered the window and its the outside panel. Only thought would be that this gets direct sunlight, but this was known upon installation and they claimed some astronautical tests were done to insure these would last. We have tried calling the company for 2 months and have yet to have any answers.We have a lifetime window warranty and less than 5 years is definitely not a lifetime. We are highly disappointed and need our window fixed for safety concerns and protection of our property. We paid a lot of money to have all the windows on our house and now are worried this will happen to other windows.

  Business Response

  Date: 06/27/2025

  I am very sorry that the ************* never got back to you.  The pictures were uploaded to them.   I am now requesting to have someone come out to your home to see the issues.  I have just sent an email with all your information to the Manufacturer which is AMI as well as your complaint.  Please give them a few days to get back with you.
  
  ******

   

• Initial Complaint

  Date:06/11/2025

  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.

  I signed a contact on March 18, 2025 and windows should have been installed within 6-10 weeks. Company has not installed the windows, the company does not answer their office phones, nor does the project manager, ***** did leave a voice message May 20, 2025 stating that the windows were due in the first week of June and he would call with an install date. Today, I spoke to someone who finally returned my call stating that the business was sold and he had no information on my windows, if they were shipped, received etc. They took my deposit of $8,928.00 knowing they were selling the business, or were already in the process of selling the business. This is fraud and breach of contract. I cannot talk to anyone with any authority, they always say someone will call, and they don.t. I am over 60 years of age and this is feeling so much like a scam. I need assistance. I need my deposit money refunded to me.

  Business Response

  Date: 06/26/2025

  The windows are installed she is very happy with them.  Thank you for being our customers.

  ******

   

• Initial Complaint

  Date:09/12/2024

  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 was contracted to install replacements for all windows and the patio door in our house under a contract dated February 11, 2022. Universal warranted the windows and the patio door against any damage in materials or installation for 30 years. Universal's agent boasted that the windows would withstand Nevada's severe summer heat. Installation was April 5-7, 2022. Two items - a pane and a screen - were damaged on installation. The construction manager noted the damage and promised to promptly replace the window and the ********* addition, by July 2022, the frames of three of the south-facing windows installed by Universal became significantly warped. ******** ********, Universal's warranty claims manager handled the claim. As she requested, I promptly provided photographs of the damaged window frames. ******** told us that Universal agreed that the frames were damaged and said replacements for the windows and the damaged patio door screen had been ordered. She promised to call when the replacements arrived. What followed over nearly two years were repeated delays and errors during which time only the torn patio screen was replaced. On numerous occasions, installers showed up, sometimes unannounced, with new frames to be installed but IN EVERY CASE the wrong set of windows or materials had been ordered, which led in each case to a new promise by Universal to get the correct windows and materials ordered and installed. The errors were sometimes blamed on a new manufacturer or supplier. But at no point were replacements installed as warranted. In 2024, I was advised that ******** had left the firm. A new claims manager, ***** ******, sent an email with a copy of a new form of "warranty" that we had never seen before. He said our claim needed to be refiled, but that it was only a "formality." Thereafter, a form letter from a completely different company arrived last April denying our warranty claim. Calls to ****** for an explanation were ignored.

  Business Response

  Date: 11/18/2024

  ***** ***** has ordered your three windows and they are suppose to come in at the end of Novemeber.  ***** will call you as soon as the windows come in.

   

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

  Business Response

  Date: 11/18/2024

  I also wanted to tell you I am very sorry how this was handled.  

  ******

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22274737
  
  I am rejecting this response because: The attachment appears to consist of a single sentence apology with no plan or proposed action or other explanation or material related to my claim. 
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 12/08/2024

  UPDATE: Please be advised that Universal Windows, at long last, replaced the three damaged windows that are the subject of this complaint (Complaint ID: ********* on December 2, 2024. 

  Thank you very much for your assistance in this matter and for its satisfactory resolution.

  **** ****

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

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

• Initial Complaint

  Date:06/13/2024

  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.

  ***** was our appointment for a quote. The guy showed up without his tablet for ordering. If we rescheduled this would have been much later. We stressed the importance because our front door was broken and didnt lock. They guaranteed installation in 30 days and we agreed. My husband had to sign incomplete documents because he wouldnt be there the next day when the guy came back with his tablet. ***** I complete the order with the sales guy. In the pictures the back door didnt show a screendoor. He said it automatically comes with it, dont worry.After 30 days we didnt hear anything so we kept calling. It took forever for someone to call us back. When we did get a call back we were told it should be on the next truck. This lasted until January, only once did the company call and tell us it was delayed.1-18 the installation people show up and had me inspect the doors for installation. The back door did not have a screen. The wrong door was ordered. The company called and said they would order a screen door to install later. The front door screen door is the wrong size, we have to wait for both screen doors. The front door is big as we ****** dogs and it keeps the dogs in when we answer the door.March we got the screen doors, back door goes in great but no hardware for the front. They come with the hardware weeks later told us that the door had to be shut hard by the pneumatic door closer or it wouldnt shut without it. Our neighbor came by and the door slammed so hard on him it bruised him badly he almost had to go to the doctor. They came back and properly installed the frame so the door didnt have to be slammed.Now the frame of the door came off where the pneumatic door closer was attached. The screws are short and barely go into anything solid. We called Fri and Wed, and left messages. It's Thurs and havent heard back. We cant use the door because the wood swings hitting us or gets in the way of the main door to shut it. The website email doesn't work.

  Business Response

  Date: 06/27/2024

   We would like to extend our sincerest apologies for any inconvenience caused by the lack of communication from our company Unviersal Windows Direct. We understand the frustration that can arise from a lack of timely updates and recognize the impact it can have on your experience.

  
  At Universal Windows Direct, we strive to provide excellent communication and customer service,and we deeply regret that we fell short of that standard in this instance. We are reviewing our internal processes to identify the causes of the communication breakdown and are taking immediate steps to ensure that such issues do not recur in the future.
  
  We genuinely appreciate your patience and understanding during this time. Additionally, we are committed to keeping you informed every step of the way and addressing any further concerns you may have.
  
  Please do not hesitate to reach out to us directly at ************** if there is anything else we can do to enhance your experience with our company. Your satisfaction is our top priority, and we are dedicated to regaining your trust.
  
  Once again, we apologize for any inconvenience caused, and we sincerely appreciate the opportunity to make things right and thank you for allowing us to complete you project.
  
  Warm regards,
  

  The Universal Windows Direct team.

  Customer Answer

  Date: 06/27/2024

   
  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,
  
  **** And *****************************

• Initial Complaint

  Date:06/04/2024

  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.

  No return calls. My order was placed on April 7th. I was notified that my replacement order would be completed around May 10th, give or take a couple of days. It is June 3rd. No return calls. I have left 3 messages.

  Business Response

  Date: 06/18/2024

  This compaint has been finshed everything is done.

   

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

• Initial Complaint

  Date:12/20/2023

  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.

  Spent $7,233 on windows and a sliding door approx. 5 years ago with lifetime warranty. Within 60 days of installation, defects were noticed in the sliding doors. They were replaced at no charge and were difficult to open and close after that point.I initiated contact with *****, who holds herself as manager, on 5/19/2023 about warranty service. She convinced me to work through her instead of filing through the warranty company because she could do it much faster. I have made more than 21 phone calls to her since that time and the few times she does answer, there is always another story and request for more time to rectify. During these 7 months, I have texted ***** pictures at her request, she sent a crew to confirm the issues that their products have and she made a visit with someone she said could expedite the warranty process. Since that time, I have only gotten requests for more time or ignored voicemails on *****'s work phone and cell phone. I cannot trust this organization at this point and do not want them installing or touching my house again. I am seeking a refund to buy the products from another firm.

  Customer Answer

  Date: 01/03/2024

  ******* who tells me she is the owner has called about 4 times since I filed this complaint. She tells me that the windows should arrive later in January and the re-installation of replacement windows and doors will be scheduled at that time.

  This sounds great but all I have is phone conversations. As far as evidence goes, these phone calls have little more value to me than the dozens of calls I have had with their agent, regarding, this matter since May of 2023.

  I hope they can resolve it this month.

  Thank you.

  Business Response

  Date: 02/05/2024

  This was a warrenty claim which goes thru AMI, and we were contacting them regarding this issue which has been taken care of we received the windows and they went out today to install, do the rain they are going back this week to finish the job.

   

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

  Business Response

  Date: 02/05/2024

  This was a warrenty claim which goes thru AMI, and we were contacting them regarding this issue which has been taken care of we received the windows and they went out today to install, do the rain they are going back this week to finish the job.

   

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

  Customer Answer

  Date: 02/11/2024

   
  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:03/22/2023

  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 2/13/2023 I had my front door installed after the door were installed the guy asked me if I wanted the piece to go across the threshold and I told him to place it there so I can see what it will look like. it was a long piece and it needed to be cut. I never stated I wanted black caulking down because when ***** put black caulking down I didn't like it. But after going back and forth about my screen door, that they didn't want to replace on my door and stated I might have to get a special order screen door I said NO that wasn't told to me by ********************* and that I will give him a call. So the workers decide to installed the screen door and overlook the bottom of the door. I called several time and spoke to ***** she told me that someone will come on 3/14 but she stated we never had that conversation and that all calls are recorded well I have phone records on how many time I made a call to Universal windows. I took the whole day off think someone is coming. Same day ***** text me and said she will send some one out, still as of today no one have contacted me to show up this is my home I don't like the big gap that was left I need the owner to come out and look at this ASAP

  Business Response

  Date: 04/12/2023

  We have called you several times but to no avail we have not heard from you.  You didn't like the door Lowes put in and bought a door from us, which Lowes put black caulking in and asked ****** to take the black caulking out and fill it with brown caulking which you purchased and now you didn't like that, we are trying to finish your job and now you have trim you bought and want us to come back to put this in which all has to do with Lowes install not ours.  You insisted for us to put your security door back on and we told you it would not fit properly. You made a complaint regarding ***** install and now it seems like your doing this to us as well.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19634622
  
  I am rejecting this response because:
  First of all what do this have to do with Lowes you only called me once and I answered. I have called you several times and this is the response I get. I was never told my security door could not go back on before I paid **** for a door. So now since this company wants to lie big time I will CONTACT THE ****** CONTRACT BOARD. I didnt asked for any money back I just asked for the wood piece ti be place I paid for it to be on the door not by the door. So since they wants to lie we can talk about how the door handle is not straight but I will let ****** CONTRACTOR BOARDS TELL YOU WHATS WRONG WITH THE DOOR. I have a cell phone number and a home number so what number you dialing oh like the email you supposedly sent but it was wrong I see why this company have so many complaints shame on me. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2023

  She has contacted you and you have not responded back so we cannot schedule you until you return the call to have the project completed.  Please call between the hours of 8:30 - 12:00 and ask for ***** and if she doesn't answer call and ask for **** or ******

   

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

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19634622
  
  I am rejecting this response because: on 4/5/23 ****** and ***** called me while I was working and I told them both I will be off Friday 4/7 and Monday 4/10 they had plenty of time to schedule something. I called yesterday and spoke to I think ***** not call back as of yet he stated he was going to look at the pictures I sent *****. so since this is their personality to be dishonest I whether go through ****** ************** for a little piece of rod. Just to stop all the back and forth and the lies CAN NOT TREAT ANY CUSTOMER LIKE THIS SHAMEFUL.  I not going to keep taking off for this when I have done so in the past I make to much money for you to repay me for my time. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/17/2023

  We have you scheduled for next week to fix the threshold you have purchased.

• Initial Complaint

  Date:03/02/2023

  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.

  I initiated a warranty claim February 2022. I sent over all the information regarding the windows with issues and stains. One of the windows is broken and without a replacement the window is getting worse (I have photos of the window getting consistently worse). The window is about to fall off. Some windows were not placed correctly so when it is windy you can hear where the wind gets in. And most of the windows have stained yellow. I have not received a replacement. The only response back is that the manufacturer takes a while and there is nothing they can do. It has been more than a year, the manufacturer should have looked at the complaint by now. I understand that hands can be tied, but there should be some due diligence in getting the replacement done. I emailed the claims department (*****) and have not received a response.

  Business Response

  Date: 03/15/2023

  Per our conversation we will take care of this in house immediately for you. I am sending the broken window to be ordered as quickly as possible and will have our manufacturing branch contact you to schedule a site visit for the window that *** be discoloring. I cannot apologize enough for the time that has passed without a proper resolution for you. Please know that I will make sure all of your concerns are taken care of.

  Customer Answer

  Date: 03/16/2023

   
  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,
  
  ****************************************

  Business Response

  Date: 10/16/2023

  I am checking with AMI to see why this has not been processed. I will get back to you as soon as the manufacturer respoonds, this is warrenty is cover  by  the manufacturer who is AMI.  

   

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

• Initial Complaint

  Date:01/04/2023

  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.

  On August 25, 2022, we signed a contract with Universal Windows for the manufacture and installation of a patio arcadia-type door on our home. We were told that the door came in near Thanksgiving and we were scheduled for Dec 1st for the installation. Since that time, we have had at least 4 scheduled times that the company claimed they would be out to install the door. Each time, we would get an email (not a phone call) saying that there was some "problem" and that they would have to reschedule. We were scheduled for Friday, January 6th, and were told by their schedule person that the installer's schedule was "wide-open on that day." We received an email on January 3rd, once again saying they would have to delay installation (again no reason given) on the door. We paid a deposit of $2,384 and have waited since August to get our door. This is totally unacceptable and we are not sure the company has any intention of doing anything but taking our money and giving us no product. We either want the door installed immediately or we want to have our deposit returned so we can purchase a door elsewhere. I would not recommend this company to anyone. They are unreliable and do not communicate with their customers. We feel that as seniors, we have been taken advantage of.

  Business Response

  Date: 02/15/2023

  We understand the length of time you waited to have your door installed may have been longer than originally anticipated. Our manufacturers have extended their productions times due to the nationwide supply chain issues, we sincerely apologize for any inconvenience this may have caused you. This install has now been completed as of 1/24/2023 and a new lock has been ordered.

  Customer Answer

  Date: 02/16/2023

   
  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:12/15/2022

  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.

  MY HUSBAND, ***************************, AND I PURCHASED A NEW SCREEN AND SLIDING PATIO DOOR FROM UNIVERSAL WINDOWS ON JANUARY 11, 2022. THE DOORS CAME IN AND WERE INSTALLED IN MAY 2022.THE FIRST PROBLEM WAS WITH THE SCREEN DOOR. THE SCREEN STARTED COMING OUT OF THE ****** THE COMPANY THEN HAD A REPAIR MAN COME WITH A NEW SCREEN DOOR. SO, THAT PROBLEM WAS RESOLVED.THE DOORS STARTED COMING OFF THE TRACKS. REPAIR MEN HAVE COME TO OUR HOUSE NUMBEROUS TIMES TO PUT NEW ROLLERS IN. THE LAST TIME WAS AROUND 6 WEEKS AGO AND TOLD US THAT THE PREVIOUS ROLLERS WERE NOT RIGHT AND HE WOULD CALL THE COMPANY TO ORDER THE RIGHT ONES.I HAVE CALLED THE COMPANY AND TALKED WITH *****, EXT 130, SEVERAL TIMES AND SHE TOLD ME NEW ROLLERS HAD BEEN ORDERED.I TALKED WITH ***** LAST WEEK. SHE TOLD ME THAT THEY HAVE NOT HAD A TRUCK DELIVERY YET, WHICH SEEMS STRANGE TO ME. WE HAVE PAID $600.00 SO FAR WITH NO INTEREST. NEXT MONTH WE WILL BE CHARGED INTEREST ON THE REMAINDER ($8300.00)ANOTHER COMPANY NAME ALSO APPEARS ON THE PAPERWORK, IT IS DESERT VIEW REMODELERS.THANK YOU.

  Business Response

  Date: 01/04/2023

  We have ordered new wheels for you SGD and are waiting for them to come into the warehouse.  I am very sorry that you were having issues with your SGD.  We are waiting for Provia to send the wheels as soon as they come in, we will be out to service your door.  Our company does not like to have issues with the product we install, but sometimes we get manufactured defected product, and their production time is out of our control.   ***** has been in contact with you many times regarding this issue and have sent out our service team to your home.  Desert View Remodelers dba as Universal Windows Direct is our name.  ***** will keep you informed.

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