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.

close

Find a Location

Universal Windows Direct has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/24/2023

  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.

  Company sent high pressure salesman to home we were warned deals could not be replicated if no decision was made on the spot. Was promised a team of trained professionals to come and do installation. Company called me 30 minutes before installation time (7:30am est) on date informing me the installer called off. This sounded like one individual as a contractor and not the team I was lead to believe would be doing this installation. This in my opinion is already breach of contract. Was informed today that upon cancelation of the work order I'd be responsible for 75 % of order charge. This would equal over well over $5000. No services have been rendered other then measurements. Finance company was told to halt order and retrieve funds due to no services yet rendered and company integrity issues.

  

  Business Response

  Date: 07/26/2023

  Thank you for the information regarding Complaint ID #********. We first want to apologize to this customer for any frustration that might have experienced throughout their experience with Universal Windows Direct, as that is never our intention. It is never our goal to have to reschedule a homeowner's installation appointment, but we were able to reschedule with the homeowner for the next available appointment. It is our ultimate goal to install the product the customer has purchased with us, and we would like to continue speaking to the customer on setting up the installation. However, if the homeowner would like to exercise their right to cancellation outside the recession period, as is documented on their signed agreement with our company, we will have our Sales Management team reach out to discuss those options. Thank you for the opportunity to respond.  

  Customer Answer

  Date: 07/26/2023

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

  Customer Answer

  Date: 07/27/2023

  Salesman stated a COMPANY TEAM was to perform the install and I was lied to as was stated 1 individual called off of work and caused cancelation of original installation date. Upon 2nd installation date the same 1 individual was on their way to do the install. This is not a team of company employees it is a PRIVATE CONTRACTOR. To me this alone is breach of contract and should cease any and all stipulations to me wanting to cancel the work order. The company was not forthcoming about installation process, who would be completing the work, and also caused a delay by canceling the original install date because they use private contractors and not actual company employees. Upon further investigation major integrity issues were discovered about the company and I was more then convinced the company doesn't stand by its promises prompting me to cease the work order.

  

  Business Response

  Date: 08/06/2023

  Thank you for the additional response on Complaint ID #********. We would like to reiterate our apologies if this homeowner feels the communication provided at time of sale is not sufficient; our Sales team works diligently to address any and all questions that our customers have at this visit. Our installers work for Universal Windows Direct to install our products for our customers. Our team schedules them each day to ensure installation appointments occur as quickly as possible once product arrives. If this homeowner would like to cancel their agreement, we will connect in our Sales Management team to discuss that option with the customer. We do remain committed and willing to install their products as they have arrived and we are hopeful for the chance to set an installation appointment. 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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I want assurance that I will not be billed for any services period. As I stated in my original complaint I will not pay for something that has not been done. Last I spoke with anyone from uwd I was told I'd be responsible for 75 % of work order up front. This is not acceptable. The only way I will agree is a $0 balance due. Full stoppage of the work order in question and no financial responsibility going forward.

  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/09/2023

  Thank you for the response on Complaint ID #********. We would like to provide clarity around the last response provided to the customer. As outlined in our agreement, should a customer want to cancel after the three day rescission period, there are fees associated. At this time, we have this customer's product in our warehouse and ready to install.  If the customer chooses to end the contract with UWD at this point in their project, where UWD has placed the order for their custom products but prior to the installation of those products at their property, then the Late Cancellation Fee shall be equal to 75% of the contract purchase price. This is what our Sales Manager called to discuss with the customer, and it also outlined in our Agreement with this customer. We remain willing and ready to schedule their installation, and still would like to reiterate our apologies that his initial appointment had to be rescheduled. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/09/2023

  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.]

  I asked not to be contacted by uwd any further until theyre ready to agree to $0 balance due. They called me yesterday and told me that the better business bureau told them to contact me. I very clearly stated i do not want to be contacted so you yet again lied saying they told you to call when am 100 % sure they did not tell you that. As I stated I was promised a TEAM of UWD employees were to do this installation ... not a private contractor ! If i was told a private contractor was going to do the work i would have never aggreed. As the old saying goes there is no I in team that means a team cannot consist of one (1) individual ! I'm getting tired of repeating myself I'm not going to give in on my position on this matter ! Your sales rep should word things more carefully ... do NOT contact me again over this matter i refuse to pay a single penny for no services rendered and you're not holding windows over my head. Sell them and your bs to someone else.

  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:07/14/2023

  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.

  I hired Universal Windows Direct to install 7 sliding windows for my enclosed front porch way back in late Dec 2022. We have used them before in the past at the current address and had a good experience, but this one has been anything but pleasant. After the measuring guy came by around 10 days after purchase, we had to wait a full 17 weeks until an install date could be scheduled. This of course is after they said that typically jobs are completed around 6-8 weeks after measurement, sometimes even sooner, but definitely past the 12-16 weeks that the contract stipulates can be the longest wait time. Of the 7 windows that were to be installed that day in early May, only 4 were measured properly, so the other 3 couldn't be installed. The installers took proper measurements (I hope), and I was told that it would be an additional 3-5 weeks until the job could be completed. It has now been over 2 months since that day, and Universal Windows Direct have not even reached out to apologize for the mishap, let alone expedite the properly measured windows to be installed. I have not received any updates from them, and all my calls to them are met with deaf ears, with them telling me its the manufacturer's fault and not their own for not properly measuring. After all the thousands of dollars we have given them they cannot even complete a simple 7 window job, and now I have to live with a partially completed porch that I cannot enjoy the summer in. I'm at a loss as to the horrible customer service. Any other company would bend over backwards to keep me as a customer, whether with expedited service or some sort of discount/extra rebate, some sort of incentive to be a returning customer, but obviously they do not care, so long as they have made their sales and received their cut.

  

  Business Response

  Date: 07/19/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize that this homeowner has experienced a delay on the completion of their installation. As they mentioned in their initial complaint, they are repeat customers, so they know that this not typical of one of our installs. That said, after the initial installation appointment, it was determined that three windows needed to be reordered in order to better fit into the openings. While we do our best to ensure as many check downs occur to avoid a reorder after the installation, however this is one that would have been extremely difficult to detect at the time of the initial measurement. The openings that the windows are going into are out of square, in order for us to install our windows and for them to operate correctly, they need to be able to sit square in the opening. Our team was able to get new measurements so that we can properly install these windows and the windows were reordered from there. If our onsite team promised an update from the internal ordering team that did not occur, we do apologize. One of our leadership team members has been in contact with the customer since June to provide updates as we receive them or as the homeowner inquired, including tracking the order so that the day that the windows arrived, we called to get our return visit scheduled. Our next visit is set for the end of this week to complete the remaining installation. We appreciate this homeowner's patience as we awaited the production process, and we look forward to our upcoming visit to bring about a resolution! 

• Initial Complaint

  Date:07/11/2023

  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.

  I ordered a new window on February 7 2023 from universal. The install date was April 28th. I received a call stating they broke the sash and it would be 2 weeks to fix the window. They said they could install the broken window as long as I didn’t have small children or they could get hurt. I told them to fix the window before install. I lost over $200 of overtime pay that week. I didn’t hear from them for 5 weeks and sent an email. I received a response on June 6th. I replied and still have no window which I’m paying on. I expect a $400 credit on my window and it installed within the next 2 weeks on a Saturday.

  

  Business Response

  Date: 07/12/2023

  Thank you for reaching out to us regarding Complaint ID #********. We apologize that, at the day of the installation, one of the sashes in the window was cracked, which led to us not installing the full window on that day. The sash was reordered and our Operations Manager has worked with the customer to schedule our return visit for a Saturday so that it does not disrupt her work schedule. He has also offered a credit to be applied to her financing for her patience on the project. It is never our goal to have delays such as this, but we appreciate the chance to get it corrected, and we look forward to our upcoming appointment to complete the installation. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 07/13/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer will accept the $100 credit offered by the business. 

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/18/2023 we had universal windows come out to install all windows and a sliding glass door. After they were “finished” with the job they wanted the final payment for install. Which job is not finished and we would like to resolve this. We’ve contacted them numerous times and have gotten nowhere. There is no casing around 2 of the front windows as it was stated in contract. Along with a window with a chip, trim on the inside of the house is yellow and window does not appear to be in straight. Sliding glass door is scratched up. Screens are ripped and bent. We would like these issues corrected before final payment of install since the install is not complete to what we were told during the purchasing of windows. It’s been nothing but a headache trying to resolve these issues.

  

  Business Response

  Date: 06/28/2023

  Thank you for the information on Complaint ID #********.  This homeowner's products are all installed into their home. The concerns this homeowner highlighted fall under our lifetime warranty. As such, when we go to schedule a return visit, we do ask for at least a portion of the remaining balance to be paid ahead of the visit, and the remaining balance to be due at time of service. We have spoken with this homeowner regarding the payment, and have our service visit scheduled. We look forward to this visit and getting their service concerns taken care of. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:06/21/2023

  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.

  contracted with universal windows direct for window replacement and installation of a french door.
  Company touted their quality control stating the factory and each office does quality control before installation. the French door was shipped without a door handle. the installing crew did not inform us of this issue until they were packing up. we called the company and they said sorry it was being shipped and would take 4-6 weeks. We stated this was unacceptable to leave us with a door with a missing handle and open holes. we expected the handle to be express shipped. we have received a run around. they did plug the hole but it has been over 2 week with no resolution. we have received information from a tech that the handle has been delivered but customer service continues to state they do not have record of it being shipped. I am completely fed up and would like the work complete and my house secure.

  

  Business Response

  Date: 06/23/2023

  Thank you for the information on Complaint ID ********. Despite multiple different quality assurance efforts, the second handle set for the slab was not sent at the time of the original install. We have been working with this homeowner directly as we wanted to resolve the situation with the handle set on their new door as quickly as possible. We were able to get a technician out to secure the opening in the meantime. We did receive the new handle set and have contacted the homeowner and set up our return visit so that we can get this completed for them. We appreciate their patience and we look forward to our visit next week to get this wrapped up. Thank you! 

• Initial Complaint

  Date:06/21/2023

  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 have a warranty on our roof and surrounding parts. A piece of our fascia blew off and is hanging by a mail hitting our roof. We’ve called numerous times on the issue, sent photos to the company. They had one older gentleman come out and he said couldn’t fix it due to slop of roof. After I called again(no follow up!) they sent out two older gentleman who once again said couldn’t fix it. I was told the supervisor would call me. No phone call! Now we are constantly getting the run around. Almost 3 weeks later. Any high winds, and that fascia is going to fly around and tear up the roof under it!

  

  Business Response

  Date: 06/21/2023

  Thank you for the information on Complaint ID #********. We have been working directly with this customer regarding their concern. After review of their original agreement, we were not contracted to replace their fascia. The piece in question is a custom piece that we did not replace or install, therefore is outside of our scope of work to repair as part of the warranty. The homeowner has been working with a Supervisor, who has contacted them three times over the last two days to investigate the project and next steps, with a voicemail logged as recently as this afternoon to follow up. We appreciate their patience as we worked with them to investigate this. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 06/22/2023

  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.]
  Good Morning,

  As you can see from attached form, ********* ******* ****** dii in fact replace all of the fascia on my roof line! It is right here stated on attached form. So, they are in fact responsible to replace the piece of fascia from poor quality attachment.

  As to any communication, I always have contacted the company.  Constantly getting the run around. As to the voicemail, I can show no voicemail was left on my phone. 

  As you can see , the company is in fact responsible  for the repair and proper communication!

   

  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:06/15/2023

  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.

  Job# 441985. Signed up on January 9, 2023 and made a down payment. Loan payments started in March and I have made 4 of those so far. Communication with my representative and the company has been horrible. Representative signed me up for windows that are not even possible for my space. Had multiple measurements taken to determine what will work. Measurement person stated this is the longest a project has taken and is ridiculous how many times they have been out to measure the same thing. Weeks would go by that I would reach out to my representative with no response. Contacted the company asking to speak with a manager with no response. Need this project completed before August 1 because I am due to have my first child. Was told that my install date would be mid-June and it is now mid-June. Nobody is getting back to me with any information. If project cannot be completed before August, then I would like a full refund for this enormous hassle I have been dealing with.

  Customer Answer

  Date: 06/16/2023

  Logged by BBB representative BA on 6/16/2023:

  LiveChat from consumer:
  

  Consumer: I filed a complaint yesterday and I received a call from the company today and they are trying to make things right. I want to update my complaint since the company is working on a resolution.
  The regional manager finally contacted me and is escalating my project to make sure it gets completed on time. He also gave me his direct contact information and is taking over my project so that I can work with him directly and not have to get information from the main customer service line or my representative that has not been responding to me.
  

  BBB: Do you consider the matter resolved?
  

  Consumer: Yes. My main issue was that I could not get ahold of anyone with updates or information on my project. The last I had heard from someone was over a month ago and I had called, sent Emails, and left voice mails with no response. If I have a direct line of contact with a manager, than I am hopeful there will be no further issues.

• Initial Complaint

  Date:06/14/2023

  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.

  Transaction 5/23/23. Paid $1,800.00 cash to start. The full cost of job is 16,800.00. The dispute is the windows are not custom made to fit brick to brick as agreed upon. They are smaller so they built frames to install them. These new windows are now smaller than my old windows were. Also ten of the windows were supposed to be fabricated with grids in them, and they do not have them. We have voiced our complaints to the company and so far they have given word of mouth confirmation of wrong sized windows being installed but nothing in concrete to back up what they are saying especially when we informed them that from day one the salesman **** Douglas took the original contract and did not leave any copies. There have been promises to come out to the house and rectify the situation by **** ******* ************* and **** ******* sales manager*************. But they never came out. We had to force the issue and go to the office personally. Only to get further run around and word of mouth. Supposedly things have been pushed up the corporate ladder and they was supposed to contact us, but they haven’t as of yet. As per **** ******** ***** ******** was told to take new window measurements to replace the ones that have been wrongfully installed. New measurements have been given but no further action. Here is my account number *********

  

  Business Response

  Date: 06/21/2023

  Thank you for the information regarding Complaint ID #********. We had a chance to review this homeowner's agreement with our company and are attaching the first couple pages of that agreement to this response for review.  UWD offers a retrofit style window installation, which means we measure and build our windows to fit into the existing openings of their home. We can confirm that this is what was provided to this customer. We can also confirm that grids were not part of their agreement. If this is something that they are interested in adding, we can work with them on the options/costs associated. We appreciate the chance to review and respond. Thank you! 

  Customer Answer

  Date: 06/28/2023

  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.]

  I Kia Riggs, recently had thyroid eye disease surgery. I was diagnosed with cataracts in my eyes and diabetics, Which affects my eyesight drastically. I was searching online for ****** ******, but due to my Eyesight, I mistakenly contacted Universal Windows instead. I did not catch the mistake until ****, the sales representative for Universal Windows showed up at my home for the appointment with his briefcase. When **** arrived, I informed him about my health and eyesight. After which I informed **** about my estimate with ****** ******, which was 14 casement windows for $15,000. That me and my family discussed when we met with ****** ****** sales representative a while back. Then **** preceded to persuade me by telling me that ****** ****** performance stars are low. **** then drew up a contract on a blank piece of paper telling me that he can give me grids in the windows for the upstairs and 4 casement windows downstairs with a deposit of $1,800 which he negotiated with his boss, and a loan of $15,000. Then **** started to take measurements of the windows. I told him that I do not want the inside wood trimming to be touched. **** proceeded to measure and insured me by saying they would not touch the wood trimming guaranteed or the company would replace it for free. 
  

  
  

  
  
  
  
  Regards,
  
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 06/29/2023

  Thank you for the additional response on Complaint ID #********. We apologize if this homeowner feels as though there was some sort of mix up; however, we can confirm that we have a signed agreement with this customer that has been executed fully. From the time of the sale to now we have not received any type of record or request to cancel the project; the homeowner worked with us to schedule the sales appointment, the final measurement appointment, and ultimately the installation appointment. Should she have any service needs with the products themselves, she can contact our Customer Experience Department so that we can assist her as part of her lifetime warranty. We appreciate the chance to review and respond, thank you. 

  Customer Answer

  Date: 07/06/2023

  From: *** *** *****

  To: ****** *******

  RE: Universal Window Complaint ID# ********

  It's with great regret that I must inform you of a service failure I experienced with your company. I hope that once you have researched this issue, we can come to a mutual agreement about what needs to take place in order to resolve this matter. On March 8,2023 Universal Windows salesman **** came to my home and assisted me in ordering custom windows brick to brick with grids. Unfortunately, my request was not processed correctly. As a result, the windows are the wrong size, the installation was modified, and there are no grids. This is unacceptable and I am very disappointed that I now must take additional time trying to resolve the problem. I am asking for your personal assistance for a quick resolution. I'm looking forward to hearing from the company soon. However, please be advised that if I don't receive a satisfactory response to my request, I will take further action to get this matter resolved. I hope that won't be necessary. 

  Regards,

  *** *** *****

  
  

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  Placed a deposit for windows on 8/22/22 canceled the contract on 8/23/22. Filed a dispute with the credit card company that the deposit was placed on in September of 2022 with no resolution taking place even now almost a year later.

  

  Business Response

  Date: 06/08/2023

  Thank you for the information regarding Complaint ID #********. We apologize for the delay in the refund for this customer as there was a disconnect at the time of the cancellation because of the disputes of the charge with her bank. We have sorted this out with our processing team and a refund has been processed for this homeowner. We appreciate the chance to get this taken care of. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 06/08/2023

  [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:06/05/2023

  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.

  Salesman came out to give me a quote on replacing windows. Stressed their price match offer they had. I wanted to check around. Found out a coworker had replaced 11 windows and a patio door (which is a lot higher price, about $2000 according to the salesman when he looked at my patio door) at $13,500 cheaper than my quote and they were the exact same windows I wanted. Contacted the slaesman with this information and was told that there was no way they would mtach this price.
  
  He told me to contact customer service about not matching their own price. After reviewing the comments on the BBB site, I realize trying to resolve this through customer service would be futile.
  
  I am very glad I checked the BBB issues before I signed any paperwork. Sounds like they ask for the highest price possible hoping people will not negotiate or do thier own due dillgigence.

  

  Business Response

  Date: 06/07/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to have met with this customer. Our price matching offers are on like for like products. This customer ultimately did not sign an agreement with our company, but we appreciate the opportunity to have presented to this customer. Thank you for the opportunity to respond.