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 of Philadelphia

  403 Elmwood Ave Sharon Hill, PA 19079

  
• 

  Universal Windows Direct of Philadelphia

  4001 Westfax Dr Spc 4005A Chantilly, VA 20151

  
• 

  Universal Windows Direct

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

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:12/31/2023

  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.

  Our entire house was installed with new windows on 1/13/16 by a local dealership for Universal Windows Direct. All windows included a true lifetime warranty. A crack developed in one of our windows during the winter in early 2023 and water has slowly seeped between the panes causing rust. I began correspondence with **** Miklowski on 10/25/23 in Customer Service sending her photos and the warranty sticker info. She forwarded to ***** who helps with dealerships. ***** and I talked and she was trying to find a dealership close enough to me to ship the window since there are no dealerships any longer in my immediate area. After 11/1/23 I stopped hearing from *****. I emailed and called **** and a woman named Lynn asking for help in reconnecting with ***** and they would only send her emails on my behalf. They would not give me her phone no. This went on throughout November and December as I left numerous voice mails for **** telling her I had not heard anything from *****. I never received a return phone call or email to update me on the status of my replacement window. On 12/29 I made one last call to **** and left a message for her as she was, once again, away from her office. I told her in the message that I was normally a very patient person but after dealing with this issue and being ignored for 2.5 months I was going to report this issue to the BBB. I felt I had no other choice at this point. An hour later I get a return call from a woman I have never spoken to who was extremely rude. She wouldn't let me explain the situation and kept telling me that I needed to let her talk. She claimed that **** Miklowski did not work there and she had never heard of her. And, surprisingly, she transferred me to *****, who the other ladies were 'never' able to do as they were only able to send emails to her. And, of course, I got her voice mail. I left her a detailed message and asked her if she had gotten all the emails that **** had sent her over the last couple of months asking her to please contact me. She did not call me back. So I am reporting my frustration and my dissatisfaction with Universal Windows Direct warranty. It's not just about my one half of a window. It's about my entire house of windows that are supposedly under warranty.

  

  Business Response

  Date: 01/04/2024

  Thank you for the information on Complaint ID #********. This customer purchased from an independently owned and operated dealership of Universal Windows Direct in Alabama. That dealership has since closed, and the warranty on labor would have ended with the closure. There is still a manufacturing warranty on parts and pieces that we are assisting the customer with to the best of our ability. With the holidays, there have been delays due to both the manufacturing plant closing for a holiday break, along with internal time off that impacts staffing levels at the holidays. As this is not a UWD Corporate customer, we do not have record of their sale/agreement/documentation so it requires a larger effort to get them assisted. We apologize for the delays and will continue to offer what guidance we can to this customer to help get them taken care of. We appreciate her continued patience as well as the opportunity to respond. Thank you! 

  Customer Answer

  Date: 01/10/2024

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

  I am not satisfied with this response. My communication with UWD began well before the holidays, in October.  No one has called me in weeks as I have left messages and sent emails.  I had no other choice but to get this business attention via filing a complaint with the BBB. I have a cracked window under warranty  with UWD that needs replacement. it is not my problem that the company that installed my windows closed. I do not need labor covered I just need the window replaced and I have stated that since October.  I need someone from UWD to actually call me and figure out how to get the replacement window to me. 

  Regards,
  
  
  
  *** ******
  

  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 01/12/2024

  Thank you for the additional response on Complaint ID #********. We would like to clarify that, while we understand her frustration and do apologize for that, she is not actually a customer of this, or any, Universal Windows Direct corporate location. We are attempting to assist her as a courtesy, as she purchased through a separate dealership location. She has an active email chain with our team member who works to assist in matters like these, and we appreciate her continued patience on this very custom effort. Thank you! 

  

  Business Response

  Date: 01/23/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hello ******, 
  
  As an update, we were able to get the needed part on order and paid for, we are awaiting for it to be produced and arrive to the closest location to this homeowner. Our colleague working on this spoke with both the homeowner and her husband to update them on this progress and next steps. 
  
  Thanks,
  *******

• Initial Complaint

  Date:12/20/2023

  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.

  Universal Windows Direct robo calls me roughly 10 times a day. I was going to seek to do business with them in the spring but they won't leave me alone.

  

  Business Response

  Date: 12/21/2023

  Thank you for the information regarding Complaint ID #********. We apologize if this customer felt as though we were "robocalling" him, as that is never our intention. We have a team of individuals who call out to potential customers when they express interest in a project so we can gather details, set a visit up to their home, etc. We will remove this customer from our calling list and hope he can keep us in mind for any future project needs. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:12/12/2023

  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 had a sales call with a rep named **** in early November and settled on a price for windows. We called back the next day asking to add an additional window.
  
  It wasnt until we saw a promotion that had been running for weeks on TV that we saw them advertising about buying two windows and getting two free. We were requesting to have 4 windows installed. We spoke to the sales rep about the promotion and were given some vague excuse for us not recieving the credit. Something along the lines of: the system will automatically apply any applicable credits. No answer for why we would have to pay an additional $1500 to add a 4th window when they have a promotion to buy 2 and get two free. After some thought, and because we were already under a contract with them. We agreed to pay.
  
  Then they sent out someone to measure the windows again and determined that they would need to add a whole additional window. Putting us up at 5 windows and of, course increasing the amount we paid.
  
  They also had a promotion for 0% financing and we were told falsely by the sales rep that we could only finance half of the total payment.
  
  Then once we agreed to pay even more for windows. They returned our money without a word.

  

  Business Response

  Date: 12/13/2023

  Thank you for the opportunity to review and respond to Complaint ID #********. We want to first apologize, as the original agreement drawn up for this customer was incorrect, and the source of the areas of concern that prompted this complaint. We have since worked with this customer to draft a new agreement and are happy to report that we have been able to move forward and their windows are on order and in production! We apologize for the delays that were experienced and we appreciate the chance to make this right. We look forward to scheduling their installation once their products arrive. Thank you! 

• Initial Complaint

  Date:11/28/2023

  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.

  On 9/30/23, I contacted Universal Windows Direct to get an estimate on Window Replacement, and during the call I was told that I would receive a $500 Certificate for taking an appointment on a Saturday, which was September 30, 2023. I met with sales representative ****** ****** on Saturday, September 30, 2023, and decided to purchase 4 Windows (only because ****** ****** was an Awesome Guy and his presentation was phenomenal), however, I did not get the $500 Certificate that I was promised to use towards my purchase. I have reached out to Universal Windows Direct several times to inquire about the certificate, and have spoken to multiple representatives, and still have not gotten a response nor resolution! I have even advocated for this company by referring my friends and family, but I am regretting this decision, because this company does not have Good Business Practices and I am very disappointed!!
  
  In conclusion, I want the $500 Certificate that I was promised, so I can use it towards another purchase, since it was not honored with the window purchase.

  

  Business Response

  Date: 12/05/2023

  Thank you for the information regarding Complaint ID #*********
  We appreciate the chance to review and respond. Our Sales
  Manager has previously spoken with this customer to help them understand the discounts
  that were offered on the contract that they signed with our company. At the end
  of the day, we understand that she believes she was promised a certificate and did
  not receive it, and therefore we will go ahead and credit this customer the amount requested in order to resolve this situation. We have spoken with her to discuss this solution and she has accepted. We apologize for any confusion and hope that
  she keeps us in mind for any future needs! 

  Customer Answer

  Date: 12/05/2023

  [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:10/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Representative from the company that makes the windows came out to my home and took videos of the problem. He said that the windows needed to be replaced. When I asked him how long it would take he told about 5 weeks. Then they would ship the windows to Universal Windows Direct here in Las Vegas. The windows are made in Arizona. That was in June of 2023. It is now October 23 of 2023 and still no windows. Called Universal Windows and they said that they are working on it. This is what I here every time I call them. I think they should back up their products and deliver the right ones in a timely manner. Not six months to get the new windows. I cannot open the windows because, they just slam down with great force. It is just wrong to sell someone windows that are still under warranty and not deliver. Also the windows were purchased on 12/7/2020. They should last longer than 3 year's.

  

  Business Response

  Date: 10/31/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review. This customer is based out of the Las Vegas area and is referencing the Universal Windows Direct in that area, which is an independently owned and operated dealer of ours. We can pass along their information to this dealer location for them to investigate and handle directly. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:09/25/2023

  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.

  We had windows, siding, gutters and soffits installed on our house. One screen was torn was torn on install. One down spout was dented on install a bunch of J channel was installed being cut incorrectly. Also when they pulled the old siding off they broke some of the stone on the house. We have had them out numerous times and told they will correct the issues minus the stone that’s broke. We have yet to have any issues resolved and keep getting the run around. Came out again and was told nothing has been ordered so we are still in a holding process.
  An associate of the company recommended we reach out to the BBB at this point.

  

  Business Response

  Date: 10/05/2023

  Thank you for the information on Complaint ID #********. We have been in contact with this customer regarding their open service. We have all of the parts needed now, and we appreciate their patience as we worked to gather the needed materials. We have our return visit set with the customer, and we look forward to the upcoming appointment. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:09/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The salesman misled me into thinking I would get a rebate. Even the install crew said to save the window stickers for the rebate. At the time I did not know the rebate amount but the amount is 30.00 per window. Thirteen windows total.

  

  Business Response

  Date: 09/14/2023

  Thank you for the information regarding Complaint ID #********. We want to first apologize if this homeowner has experienced any confusion. We do not partner with specific energy/gas companies to provide rebates. If one of those companies offers a rebate for energy efficient products, that would be through that company specifically, not something that Universal Windows Direct could follow up on. The stickers on the windows are the Energy Star Rating stickers, which we do recommend that customers keep for their records. If the customer is going to be reaching out to one of those companies to submit for some sort of credit, we would be happy to provide a copy of their agreement to assist with that process. We appreciate the opportunity to respond, thank you! 

  Customer Answer

  Date: 09/16/2023

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ***** .  I was led to believe by the sales man and the installers that I was eligible for a rebate on the purchase of the windows. While talking to salesman about the rebate I received from ******** after I insulated the attic, I mentioned a rebate on the windows and he  should have told me at that time that it was not available to me through ********* *******. It influenced my decision to purchase the windows from them.  I would have not made the purchase if I had been given this information at time of sale that there was not a rebate.
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/08/2023

  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.

  I am a repeat customer of Universal Window and had a great experience back in 2016. They installed garden doors and windows in our family room. Unfortunately, one of those garden doors was broken into, in August, bending the door itself and breaking the large glass window enclosed in the door. We called Universal Windows on August 14 to have them come out to close the area where the window was. The service technician quickly came out to do just that on August 17. He took measurements and told me what he would need to replace and that someone would call me with a quote in the next few days. It has been over 3 weeks since he was out and I still haven't heard from anyone at their office about ordering this door. I've called about six times to check the status and each time they tell me it was "put in as a rush", since we are exposed to the outside elements. All they're able to do is email that division of the company in hopes of getting a response, which no one has responded to the customer service agents I've talked to. Going on 4 weeks with no reply. I called again today and spoke with a woman named Sarah who said she'd have her supervisor try and put eyes on this and will rush it. I should have, at the very least, a quote- especially since there is an element of safety and security involved with this replacement order. I would have gone elsewhere weeks ago if I knew Universal Windows was this behind in just getting back to their customers, and a repeat customer who has an actual security issue nonetheless.

  

  Business Response

  Date: 09/12/2023

  Thank you for the information regarding Complaint ID #********. We apologize for the delays experienced as we worked to get the quote for the door replacement as requested by the customer. As of last week we were able to speak with them, provide them the information for the new door, and we will be moving forward with the full door replacement. We appreciate their patience and look forward to getting this new door installed with them after it is completed in production! Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/22/2023

  [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:07/28/2023

  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.

  I purchased windows and a new front door from Universal Windows Direct in December of 2022. I was told that the project would be completed in about 3 months. we are now at about 8 months since the contract was signed and payments began; however, My product has not been manufactured nor has installation been scheduled. When i reached out to the company they said that they were not willing to renegotiate their price or compensate me for their breach of contract.
  
  I was promised that my windows and doors would be installed 12 weeks after purchase. This is delaying a greater construction project that I am working on.
  
  I was told that production does not start until after permits are received. The purchase was made in December of 2022 and Permits were not applied for until March of 2023.
  
  What is causing the delays in production? (When i talked to customer service on the phone I was told that it was not a supply chain issue)

  

  Business Response

  Date: 08/06/2023

  Thank you for the information regarding Complaint ID #********. We have spoken with this homeowner about their project numerous times, and we certainly want to apologize if the delays in the delivery of the entry door have caused him any frustrations or delays on other home remodeling projects. The windows have arrived and the delays occurred on the door portion of his project, which has not arrived to our warehouse yet. We generally look to schedule a complete install visit, meaning that all products are in and are ready to be installed. If it would help, we are happy to schedule an installation appointment for the window portion of the installation, and set a second visit to install the door once it arrives. At this time, the estimated arrival date of the door to our warehouse is the week of 8/14. Should this change, we are happy to let the customer know, otherwise as soon as the door arrives we will call to schedule his installation. It is never ideal to have any kinds of delays while working on a project with our customers, but we look forward to getting his products scheduled for installation as quickly as possible. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/07/2023

  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. Universal Windows Direct has only been in contact with me responding to my requests... They have made no effort to proactively contact me with updates. They have also refused to address why they waited so long to begin product. I have asked this question several times and have not gotten a response.

       •I was told that production does not start until after permits are received. The purchase was made in December of 2022 and Permits were not applied for until March of 2023.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/21/2023

  Thank you for the response on Complaint ID #********. We apologize that the estimated delivery date of the door to our warehouse has had additional updates. We have escalated this internally to get the arrival date for the customer so that we may schedule his installation. We will provide him with an update call this week to let him know the new information. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/27/2023

  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.

  On 6/13/2023 Universal Windows sent a repairman to my home to repair substandard work to my glass sliding door. The installers had put some type of material inside the window nailing it to the walls and gluing it to my hardwood floors. The door will not lock. Universal said it was my responsibility to get this material from around the window and off my floor, have the floor repaired, then they would repair the window. They also informed me that I would loose my warranty if someone else touched the windows.
  
  I paid Universal over $11,000 for 4 windows and two sliding doors. I am not sure who can do the work that Universal refuses to do.
  
  I want Universal to refund my money and repair my floor so I can get someone to correct the mess they made

  

  Business Response

  Date: 08/07/2023

  Thank you for the information regarding Complaint ID #********. We had a chance to review this homeowner's project and a few team members have been actively working with them to bring about a resolution on their door. The area of concern on the flooring was present before our installation. That said, we have some finish work we would like to complete to create a nicer finished look on the interior of the door. We will be following up with the homeowner to talk through this service and work to get it scheduled. We appreciate the chance to review and respond!