Complaints

This profile includes complaints for Universal Windows Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Universal Windows Direct

  24801 Rockside Rd Bedford Hts, OH 44146-1962

  
• 

  Universal Windows Direct

  2555 Lord Baltimore Dr STE K-l Windsor Mill, MD 21244

• 

  Universal Windows Direct of Philadelphia

  403 Elmwood Ave Sharon Hill, PA 19079

  
• 

  Universal Windows Direct of Philadelphia

  4001 Westfax Dr Spc 4005A Chantilly, VA 20151

  

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:05/13/2025

  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 wanted to replace couple windows at the house. We found universal windows direct, Almost a week ago they were supposed to install the new windows, but they brought the wrong size windows (way smaller than what we have now), long story short they want to install these smaller windows inside the old windows, some how retrofit the old windows and get these in. We were never told or explain this. We were expecting window replacement. Now we can not get a hold of them to see when or if they are bringing the right size windows. Oh yeah do not do fall for the loan deal with them, they charge you with the loan on day one, 8 weeks before they're supposed to deliver the windows. Now we have a loan and no windows.

  

  Business Response

  Date: 05/15/2025

  Thank you for the information regarding Complaint ID #********. We had the chance to review this homeowner's account and their agreement with us. We understand their confusion around the windows that were sold to them, and were able to work with them to bring about a resolution that gets the homeowner their desired outcome for how they want their new windows to look. We have to process some paperwork with the customer to finalize these changes, then will work to reorder the windows for a total tear out style installation. We appreciate their willingness to speak with us today, and we look forward to getting this resolved as quickly as possible. Thank you for the opportunity to respond! 

• 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.

  Universal Windows put in my patio door with a sliding screen. When the sales man came out he guaranteed me that the life time warranty would cover my screen door if the dog damaged it. We'll the dog damaged my screen and Universal Windows wants to charge me 149.00 for a service charge which they finally waved but they want to charge me for the new screen 204.00. I was lied too and feel I should not have to pay anything
  Omar the sales man guaranteed I would never have to pay
  I just want then to do what's right when asked to talk to the owner customer service Arianna told me that she was as far as I could go. Arianna left me a message on May 8th 2025 stating that they will keep my service call opened until July 1st if I had a chage of heart to get my screen replaced for the 204.00. She stated she had a call to sales and it is a training experience
  Again I should not have to pay for my screen to be replaced due to their sales Nan clearly telling me my door is guaranteed for life no natter what happens to it I could have went with another company cheaper. Thank you

  

  Business Response

  Date: 05/09/2025

  Thank you for the information on Complaint ID *********. We have
  been working with this customer directly over the last couple weeks to address
  her concerns, and appreciate the chance to provide follow up here with the BBB
  as well. While we understand that things can be said at the time of sale, we
  ultimately have to go off of the terms of the Lifetime Warranty which states what
  is outside of the warranty coverage. This includes defects resulting from abuse,
  misuse, neglect, vandalism, or acts of nature. The customer’s dog running
  through and ultimately damaging their screen would fall into this previously
  mentioned list that is not covered under the warranty. However, that does not
  mean we cannot assist, there would just be a charge for the replacement screen.
  This is the information that we provided to the customer. We are happy to keep
  this quote open for them should they like to move forward with a replacement
  screen. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/09/2025

  I was lied to I have tried to attach all paper work and it will not let me attach anything. I was lied to by the sales man he said I would never have to pay anything for replacement no matter what happened. I asked him what if the dog did something he said it was covered how else can I send paper work since it will not attach to your files 

   

• Initial Complaint

  Date:03/20/2025

  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.

  Signed contract on 8/26
  Windows were installed in October
  At the time of the window installation, the installation crew left nails all over our home which was a hazard to us and our pets. Did not mention anything about it.
  One of the windows was the wrong size and had to be remade because it did not open or close.
  One of our screens were ripped at the time of installation and also needed fixed.
  Replacement window was brought and still did not fit and neeeded to be remade again, no replacement screen was brought.
  Called and was told there are no notes regarding the screen and after speaking with 3 people the order for the screen was submitted.
  December window and screen finally replaced
  March 2025 we notice the screen for the front and side windows are not secure, we palce a call to universal windows and they send out a tech. the tech comes out and says thats how their windows are made and the screen doesnt latch in. He brings up some sort of cap that can be installed but universal windows refuse. March 2025 the city comes out to inspect and fails the permit and installation of windows due to faulty screen and universal windows refuses to fix the issue and tells us theres nothing they can do. i do not feel secure in my home with a screen that doesnt latch in because its an accessible window and we have pets that can escape. universal windows has done nothing to rectify the situation on the product that we have a lifetime warranty on. customer service is dismissive and disagrees with every statement i make. no resolution and refusal to cooperate on universal windows end

  

  Business Response

  Date: 03/25/2025

  Thank you for the information regarding Complaint ID
  #********. We appreciate the chance to respond, as we have actively been working
  to address the homeowner’s concerns with their screens. We had our technician
  out to inspect the screens and they determined that they are within tolerance to
  be able to operate. What this means is that there will always be a small gap on
  each side of the screen, which is what allows the screens to be removed from
  the opening. After this visit, the homeowner alerted us that the City had concerns
  with the screen operation that was preventing them from signing off on the
  inspection of the project. Upon hearing this, we worked diligently with both
  the homeowner and the city to coordinate a visit to the property between all
  parties so we could be sure to address any concerns right on spot. This visit
  ran yesterday, 3/24 and was successful.
  We appreciate the chance to work with this homeowner
  and hope they will contact us in the future should they have any other service
  needs! Thank you. 

• Initial Complaint

  Date:03/06/2025

  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.

  We purchased approximately 38 windows and one sliding door from Universal Windows Direct in or about April of 2023. We purchased the front, side windows and slider first and then purchased the back windows. We had a different salesman for each purchase. Installation of the front and side windows took place approximately on or about August 2, 2023. When those windows arrived they were incorrect as the grids in the windows were wrong. However, the windows were installed and the correct windows were reordered and replaced at a later date. While we have had several issues with how the windows were installed (such as the awful caulking job that was done on the outside and little fixes here and there) the main issue that we have had since December of 2023 is the air that is coming in through pretty much all of the double hung windows (approximately 25 windows). Since December of 2023 we have had numerous technicians and installers came back out to try and fix this issue. After numerous attempts of trying to actually speak with someone in upper management I spoke with a Joe (Regional Manager - based out of Louisville, Kentucky) on 2.5.24. Joe indicated he had read up on the issue and wanted a technician to come out to remeasure the windows to make sure this issue of air coming in was not caused by a manufacturer error. On 2.20.25 John (a technician) was out to do the remeasure. He indicated that all the measurements were correct (he also could feel the air coming in) and he would be in contact with Joe to discuss and someone would get back to us on what can be done to correct the air issue. As of March 6, 2025, I have heard nothing from Universal Windows. Brand new windows should not have air coming in them. We have spent a SIGNIFICANT amount of money on brand new windows and have been more than patient in trying to get this issue resolved (almost 2 years). We want this resolved without having to take this further and file a lawsuit.

  

  Business Response

  Date: 03/13/2025

  Thank you for the information regarding Complaint ID #********. We had the chance to review this customer's complaint and their account history. We spoke with them today regarding their concerns with the air infiltration on their windows and have set up a visit with a member of our Senior Leadership team to help us get to the appropriate next steps for this homeowner. We believe we now have an open line of communication with this homeowner, and look forward to continuing that and to our upcoming visit to bring about a resolution for them. Thank you for the chance to respond! 

• Initial Complaint

  Date:01/30/2025

  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 reached out to Universal Windows Direct (UWD) last year. A sales person came to our house and gave us a quote. We decided on a different type of windows not offered by UWD. We contacted the salesperson and told him we were going in a different direct. A different representative from UWD called us and we explained.
  Now 3-4 months later UWD keeps calling my wife and my cell phones around 5pm multiple times a week. She is working and I am unavailable. No message is left and when we try to call back the office is closed. We already have new windows, but are still in their call queue and it is borderline harrasing. We'd like them to stop. They were already told.

  

  Business Response

  Date: 01/31/2025

  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: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  

• Initial Complaint

  Date:01/06/2025

  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 1/10/14 I purchased windows from Universal Windows. I purchased windows for my bedroom which have a half round window above. I was told by salesman and technician that came to measure that I did not have to replace half round.
  The windows were installed in March.
  On December 11, I had a major water leak in the bedroom. I called Universal and a repair person came 12/18. He said it was from the half round window above. I explained that I was told that was not a problem when I bought the windows. He said it's not a Universal problem.
  I have tried, after numerous phone calls to get someone to look at problem and tell us a solution. I am not asking for a free window, but I do feel I should get a break on installation. So far, Universal doesn't want to be involved.

  

  Business Response

  Date: 01/13/2025

  Thank you for the information on Complaint ID #********.
  This is a prior customer of ours, located out of the Philadelphia office. This
  market is no longer accepting new orders, and that is why we cannot sell them a new
  window as they have requested. We are committed to and standby the lifetime
  warranty on the products already installed. We apologize that we are unable to
  work with them on a new sale. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I bought the windows from Universal I depended on their expertise in this matter.  My husband asked the salesman and the expert in measuring if the half round window above the windows being replaced needed to replaced also.  They said no.

  Our bedroom windows never leaked.  They were being replaced because they were hard to open and close.  I think when the new windows were installed the seal on the half round must have broken because now it leaks if it is raining hard.  

  I called Universal to replace the half round window.  I said I would pay for the window but I think I should get a break on the installation fee because I would have replaced it if I was told it would be a problem.

  I have called local window people now that Universal has washed their hands of the problem and I haven't had a response since it is only one window and I'm sure it will be quite expensive since it is only one.

  When I called Universal, I never received any answers until they received your letter from the Better Business Bureau.  I urge you not to recommend this company.  Customer service is non-existent.

  They say will back their lifetime warranty, so why can't they install a half round.

  I believed the salesman, he was very good at selling his product.  Now I'm left with a lake in my bedroom if it rains hard.

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ***********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:12/03/2024

  Type:Billing 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.

  4/30/24: Original purchase date with Josh Meadows.
  5/21/24: Windows measured by Noe Jamie for the order
  8/12/24: Windows installed. I signed an incomplete installation form that same day stating sliding glass door was backwards and bay window did not fit. Installation team advised I would receive a call for next steps.
  8/23/24: Having received no communication, I called the office. The CS rep was unaware of what was incomplete or of any form, so I explained the outstanding installation issues and sent pictures of the form I signed with the install team and issues.
  8/24/24: Noe visited to measure the bay window for corrections.
  9/4/24: Noe’s team attempted to fix the window but determined a new bay window would need to be ordered. I was advised this would take 5–6 weeks. I was told the bay window is poorly placed, and too much pressure on it could cause it to pop out. I expressed that this issue needs to be rectified asap, as I have an active toddler in the house and two dogs. The safety of my family is non-negotiable, and the current state of this window is a serious hazard that demands immediate attention.
  10/24: After receiving no updates still, I called to inquire about the status of the replacement. I was told the replacement would be ready by 11/21/24.
  11/12/24: I missed a call from the company. Called back and was advised there was no update in the system but was promised they’d contact the manufacturer and call me back.
  11/19/24: I was informed that the manufacturer advised the window would not be ready until mid Jan 2025.
  12/2/24: Emailed a rep for status. Replied that order should be ready 3rd week of Jan. I asked if it was for both the bay and sliding glass door. They replied one is for Jan and the other is Feb and did not specify which.
  They have only escalated my issue to a lead who gave me her email for direct communication. Dates continue to be extended longer. The door and window fix are taking more than twice as long as the whole house.

  

  Business Response

  Date: 12/19/2024

  Thank you for the information regarding Complaint ID
  #********. We apologize for the delays in response on this complaint, as we did
  not have notification of it. That is not an excuse, as we want to ensure this
  customer knows we are working as quickly as possible towards a resolution. She
  has spoken with a Team Leader who has welcomed the opportunity to serve as a
  point of contact for her going forward, to ensure clarity and consistency in
  communication. We want to provide additional clarity that there are two open
  service orders for this customer at this time, one is for the sliding glass
  door, and the other is for the window that will be reinstalled into the bay. They
  both currently have an ETA of the third week of January, but as mentioned by
  our Team Lead, these are estimates. We will continue to monitor so that we can
  provide updates if there are any changes due to the production process. Once
  the products arrive, we will work quickly to get the homeowner scheduled and
  these concerns resolved. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/25/2024

  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.

  The purchased product/ Sliding door and window. The door has many defects we will not accept. On the outside of the home the product used is the wrong material for the installation of the door and window.( per the installer of the replacement product, One saying he don't understand why they used it). The replacement door is very hard to open, and we are VERY unsatisfied with this job and company.

  

  Business Response

  Date: 10/01/2024

  Thank you for the information regarding Complaint ID #********. We want to first apologize if the service appointments to investigate the homeowner's  concerns with their sliding glass door after the initial installation have caused them any frustration, as that is never our intention. We do need to follow our steps to see if the concerns addressed can be resolved through a few adjustments or if a reorder is needed. In this case, after our most recent visit to the customer's home, we did determine that the entire sliding glass door needs to be reordered as part of the lifetime warranty to address the service items. We have the order placed for the replacement door, we have contacted the customer to let them know and have also set a follow up for when we have the estimated arrival date of the new door, so we can be clear about the timeline for the order. At this time, the estimated arrival is 6-8 weeks for the new door to arrive. We will continue to stay in touch with the customer with these updates and ultimately to schedule the return visit. We appreciate their willingness to work with us as we get this resolved. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:08/22/2024

  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.

  May 13, 2024 was the date of installation. It was discovered during installation that the sliding glass door size was incorrect so it wasnt installed but returned back to the warehouse. On May 20, 2024 I sent Josh M****** and Jeffrey E******* an email asking for the updates on my reorder. When I hadn't heard back from them I sent another email on May 23, 2024. **** responded he would make a call and get back to me. On July 22, 2024, I sent another email **** and. *******. Josh responded telling me to call customer service to schedule installation of the sliding glass door. Instead of scheduling an installation they scheduled someone to come out and measure again for the third time. On August 12, 2024, ***** ***** came to re measure for the sliding glass door to reorder it. It was then I learned that the original sliding glass door was never returned to the warehouse. I sent **** and ******* an email on August 12, 2024 requesting a copy of the measurements reorder paperwork that ***** had me electronically sign. I also asked for a date for installation of my new sliding glass door and haven't heard back from neither **** nor ******* to date. Everything is paid in full but I don't have my sliding glass door.

  

  Business Response

  Date: 08/28/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if there were gaps in communication to the homeowner by any of our team members, we will follow up with them directly, and then with the customer so we can connect with her directly. That said, we do have the sliding glass door reordered and as soon as we have the updated ETA on it's arrival, we can let the customer know as that will also help us determine the timeline to scheduling the installation of this sliding glass door. We appreciate her continued patience as we work to get this resolved for her as quickly as possible. Thank you! 

• Initial Complaint

  Date:08/17/2024

  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.

  We had Universal Windows out to replace several windows in our house in 2022. Within a few months we noticed excessive condensation on a first floor window and a second floor window on the same side of the house. A month or 2 after that we started to see what looked like expanding water staining/damage on the walls under/near each of the windows. Initially UW declined to service/repair these 2 windows, stating this is normal to have at times and happens with the change in weather. As the problem persisted and became worse, we cont to complain to UW about the problem. We had 2 independent certified contractors come to assess the issue. Both agreed that this is not normal, and that there was water damage on the walls that looked to be coming from these 2 windows. Also of note no other windows in the house are currently or have ever shown this type of issue in the several decades we have owned this house. UW finally did come out. The UW employee agreed to replace one of the windows sashes stating that was the problem and the company did replace the sash. Problem cont to persist after replacement. UW out again and agreed to replace the sash on the other window as well. After the second replacement, the problem cont to this day on both windows and there as been no resolution or correction to the improperly installed windows. The condensation and leaking has cont to go on for several months ever since the original windows were purchased and replaced by UW in 2022.

  

  Business Response

  Date: 08/27/2024

  Thank you for the response on Complaint ID #********. We had a chance to review this customer's account as we have worked with them on a few warranty services regarding their concerns of condensation on two of the windows that we replaced. Based on the photos we had previously received, this is normal condensation, as the homeowner even indicated that it does go away throughout the day. Condensation can occur on windows and does not necessarily mean that the windows are failing. We had not spoken with this customer since December of last year, and have requested current documentation of these concerns based on their recent outreach. We look forward to receiving the requested information so that we can determine our next best steps to bring this to a resolution. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Once again this business is blowing us off essentially. They are not sending anyone out to inspect or assess. They want us to provide pictures to them and they want us to provide reports from other businesses detailing the damage. Thats not my job to do nor do I accept that I have to go pay to get other companies to come and right up reports over work that is clearly supposed to be warranteed and guaranteed by universal windows. 
  
  
  
  Regards,
  
  
  
  ****** *******