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:05/18/2023

  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.

  11/5/18 - A sales representative named **** ***** visited our home and made a presentation for replacement front entrance door. The contract date is 11/5/18.
  After door measurement was verified, a price of $3,500 was established for a new door.
  He wrote up a contract stating change of door type from fiberglass (original door) to steel (new door). It did NOT state plastic composite window frame material being used. This document is dated 12/3/18.
  The Universal Windows Direct door has a lifetime warranty. Exclusions for the warranty are abuse, misuse, neglect, vandalism or act of nature. None of these exclusions apply. See attached picture of entrance door.
  Problem:
  Door window frames deform due to heat. Each door has an individual window frame. When the window frame deforms, it allows a cold draft to enter the house in winter months. When air conditioning is on, the door windows allow cool air to escape. We are experiencing an increase cooling and heating costs due to the door window leak paths.
  We have Anderson storm doors installed at the front entrance. I have driven around our neighborhood and seen similar storm doors installed. None of the door window frames are deformed like what we are experiencing.
  Universal Windows Direct is content with replacing the door window frame assembly as many times as possible. There was no charge for this replacement each time as it did not meet any of the exclusions listed above.
  The door window assembly has been replaced 3 times under warranty. On the 4th time this problem happened, email referenced this order # 379566. I spoke to Carol Holmes and requested to speak with a manager. She informed me they were in a meeting. Informed Carol Holmes that material being used for doors was not adequate for higher temperatures. Informed Carol that another door window frame replacement was not an option. I requested new doors with no windows and only one peep hole.

  

  Business Response

  Date: 05/23/2023

  Thank you for the
  information regarding Complaint ID #********. This homeowner was only
  contracted for a replacement entry door with our company, UWD did not replace
  the storm doors on their home. As you can see from the photos that the
  homeowner provided, their storm doors are a full pane of glass, no screen or
  anything that would allow for ventilation when both the storm door and entry door
  are closed. The frame around the glass on our doors is vinyl, so that if there
  was ever a need for the glass to be replaced, we can access it (which you would
  not be able to do if the trim frame was made of steel or fiberglass). The trim
  frame is warping due to the homeowner's storm doors creating a sauna effect
  between the glass of the storm door and the entry door when the sun hits it.
  The storm doors are not covered under our lifetime warranty, as we did not
  replace them. We are happy to continue to replace the trim frame, as part of
  the lifetime warranty, but will not be able to replace the entire door for this
  customer without a cost associated, as the situation is a direct result of the
  storm doors they have on top of our door, and what they requested in the
  details is a full change from their original agreement with UWD. We appreciate
  the chance to provide clarity on this and will continue to offer lifetime
  warranty options on the products installed by UWD. 

  Customer Answer

  Date: 05/23/2023

  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.]
  

  We purchased steel doors. The frame around the glass should also be made of steel. Vinyl trim was never discussed.  Neither was a potential heat issue if glass storm doors were added after the fact.  This does not explain why I have neighbors with glass storm doors with no warping trim issues. Replacement of vinyl trim every few months is a ridiculous option. If I cannot get this matter resolved,  my next step is small claims court.

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

• Initial Complaint

  Date:05/12/2023

  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.

  I signed a contract and ordered some windows and a door via Universal Windows Direct in the 1st Week of October 2022. At this time I was told the I would hear back for install about 10 to 12 weeks. By the middle Of February I still had not heard from them about an install so I reached out to them via their customer service and was told there was an issue and the order was put on production hold for some reason. Next person I speak for clarification is the sales manager *** ***** for my zone. He tells me that there was an issue with the measurements entered for the door and he will have a new contract sent over. At this time I'm told that my original sales person either quit or was let go ****** ********** so I will not be speaking to him again and never spoke to him since October when I first ordered the windows. The new contract with the "new measurements" comes over while I'm working and I sign off on it with just a glance because I was told the only thing that changed was the measurements. I read the original contract completely and trusted that they were being honest when they said it was just a measurements change so I signed the contract. Eventually in April 2023 my windows are installed but my door is still not here. I reach out to them and they say it's still in production and it will be another couples weeks. A couple weeks later they reach out for an install date for may 8th ends up being may 9th because they make another mistake scheduling. Guy shows up to install
  and unwraps door and it's not the design I picked out and it's not even close. I again have to reach out to them and find out that they changed the design on the contract without letting me know. They refuse to acknowledge that it was changed without letting me know or my choosing. Will not provide door I originally ordered or any other adjustment. New door is exact same price as old door somehow. Either there sales made a mistake and changed the design or it's bait and switch

  

  Business Response

  Date: 05/17/2023

  Thank you for the information regarding Complaint ID *********. We have had the chance to speak with this customer after the submission of this complaint. In working with him, we understand that there was a disconnect between the signed change order and the product that arrived for install. We have isolated the concern and our team is actively working with this homeowner to bring about a resolution that will resolve his concerns with the door. We appreciate the chance to review and respond, and will continue to be in contact with the homeowner in order to bring this matter to a resolution. Thank you. 

  Customer Answer

  Date: 05/17/2023

  [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:05/08/2023

  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 signed a contract with the company after discussing the requirements. The salesman did confirm that the company will be able to fulfill the requirement especially the picture frame window in my family room. I cross checked before signing the contract and apply for financing. I was told that yes, everything looked good and the company is pro at doing this kind of stuff. The salesman ran my credit and applied for financing. The financing company paid the entire amount to Universal Windows Direct (please see the contract attached)
  
  I was told that due to custom order, it may take between 8-10 weeks. After almost 4 weeks I received a call from the sales man that they don't do the size of the picture window we signed for and he will get some alternate solutions.
  
  I tried to follow up but the company or salesman didn't respond. After publishing a review on BBB, I was reached out by the salesman that they will offer some solutions shortly.
  
  After multiple followups, the salesman offered unreasonable solutions which don't even match with the existing window arrangement of the house.
  
  Finally on Apr 29, 2023, the salesman confirmed that they cannot start the job as they don't offer the agreed upon size of the picture frame window.
  
  I've been charged by the finance company for three payments so far. The company ran my credit check that has caused financial injury to me. Company charged full amount upfront and never started the job.
  
  I would like the company to either finish the job as outlined in the contract or settle the account with financial company along with a compensation for financial injury caused.

  

  Business Response

  Date: 05/15/2023

  Thank you for the information regarding Complaint ID #********. Our Sales team has been working with this customer to help bring about a solution on their project. The concern lies in the size of the windows to be replaced. In order to make them, based on our manufacturing maximum size restrictions, we would have to upgrade the windows to a thicker frame. Recognizing this is an upgrade, we are willing to take on the cost of the upgrade in order to provide the customer with the windows at the cost outlined on their agreement. The customer has refused this option, and given the restrictions on the sizing, our only other option is to go ahead and cancel this agreement and refund the financing. We appreciate the chance to review and respond, thank you. 

  Customer Answer

  Date: 05/15/2023

  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

  Two days back, one of the representatives from the company called me asking more details and

  asked for pictures of the window from inside and outside. Today, the representative said they can not proceed!

  No thicker frame option has been discussed with me! The only options that the sales person offered were totally

  Not acceptable and no where match with the design signed in the contract. As I mentioned earlier, the sales person measured the window and confirmed that they will be able to provide what I had described.I only signed the contract after the sales person confirmed as the process would involve financial agreement as well. My credit was run with a financial company and I hve paid 3 payments so far. This has caused me financial injury with my credit score going down, inconvenience caused due to the incapability of this company to install an agreed designed window.There were other renovation projects that were dependent upon this installation, this entire business transaction has caused a lot of financial and mental loss.

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

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello!
  
  We had all 16 windows replaced in our home at the same time to the amount of $10,000 august of 2022.
  
  At the time of the initial installation. The installers were finding finger prints in the inside of the windows where there were touched being made! So out of 16 windows they had to reorder 8 of them due to smudges and finger prints.
  
  Second time they came out they had sent the wrong window.
  
  Third time someone was out was due to the complaint of mold in the master bedroom bay window that was absolutely fine the 6 months I lived there.l before replacing the windows.
  
  Tried to call to check in status of complaint resolution and was told by the customer service rep ****** I wasn’t taking to a manager and they aren’t giving me any money back. That seemed fishy and aggravated me honestly. Didn’t let me speak or anything this was the response as soon as I told them my name.
  
  There has been a fourth and fifth visit for the to evaluate the issue. One tech said he used to be an installer and that there is definitely something went wrong during the process.
  
  Fifth person came out and said he is turning the paperwork directly into manager not customer service. Everytime the reps come out #1 I’m losing work hours as someone has to be there. # 2 they apologize and say they will turn this in and someone will be in touch in a few days. I’m always the one that has to call back and get treated rudely by their staff.
  
  Also the master bedroom is where my asthmatic daughter sleeps. I have asked multiple times for help worth this leading me to this avenue as she cannot continue to breathe that mold in

  

  Business Response

  Date: 05/09/2023

  Thank you for the opportunity to respond to Complaint ID #********. We appreciate the chance to review the complaint and the photos that accompanied it. We had a chance to speak with *** ******* directly about his concerns. We mutually agree that this is an anomaly not caused by a failure of the windows. In fact, these windows have improved the seal so greatly in the customer's home, that when combined with the excessive humidity present in the household, it is creating an even stronger barrier between the indoors and outdoors; keeping the warm, moist air contained in the home. We are working with the customer directly, and will continue to do so to track the humidity levels in the home, work with the customer after the air filters, furnace, etc. have been verified to be clean and in proper working order. After a productive conversation with the homeowner, we are eager to continue to work with them to help navigate through this. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:04/28/2023

  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.

  Attempting to cancel contract , no response from business Called number several times , always get a voice mail that customer service is busy. Have left messages and called at various parts of the day.

  

  Business Response

  Date: 05/01/2023

  Thank you for the information regarding Complaint ID #********. We did receive this customer's voicemail with regards to cancelling their agreement with us. We have forwarded their information along to our Sales Management team for review and outreach regarding the request to cancel, as those cannot be processed by our Customer Service team. We ask for the chance for our Sales Manager to follow up to connect with this homeowner on next steps regarding their project. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/02/2023

  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.
  
  
  My husband did speak with our sales manager who stated that he cannot cancel it and referred us back to customer service.  My husband called again yesterday and left another message.  PLEASE CANCEL THE "Order" and refund the money as requested 
  
  
  
  Regards,
  
  
  
  ****** * ****** ********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/04/2023

  Thank you for the additional response on Complaint ID #********. This project has been cancelled and a refund check of $750 will be issued to the customer for the deposit that they put down on the project. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/04/2023

  [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.   Complaint will be considered resolved once refund check is received. 
  
  
  
  Regards,
  
  
  
  ****** * ****** ********
  
  
  
  
  

• Initial Complaint

  Date:04/23/2023

  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.

  Delivered my windows unwrapped laying on top of each other. The result - Scratches, scuff marks, torn screens, missing or wrong parts. Many windows have unrepairable damage. I was promised an A1 job and perfect windows this time by the salesman. Instead I’m left with damaged dysfunctional windows. Installers scuffed up our newly professionally painted walls below the windows with their hands and tool belts. I witnessed all of it and again no compensation for us? Instead of cleaning up my home and windows they changed their minds and told me they never said they would after they told me they would. I asked them to remove the stickers and they simple gave me excuses as to why I should wait. This all could have been prevented if Universal would have simple took back the wrong windows and refunded our money instead the manager I spoke to on the phone desperately pushed us to install the incorrect damaged windows with lies and empty promises. Universal windows does not sell their own product. They sell you Polaris company windows which universal management has even questioned the integrity of. Management stated to me the reason I can not pull my window panels out for cleaning is that there was something on the window that needed to be grounded down. I asked if you are aware of this issue then why doesn’t Polaris correct it during production. Manager Carrie replied that’s a good question. (Seriously) We don’t have time for the endless service calls it will obviously take to rebuild our new windows to our satisfaction us cleaning up their messes after each visit. We bought new windows not reconditioned windows. This is unacceptable and it’s time this company is held accountable! We want either a full refund or a complete do over, Our windows correctly produced by Polaris and carefully transported to us securely wrapped in tack as it was supposed to be the first time. This company is exhausting and has a sorry excuse for everything.

  

  Business Response

  Date: 04/27/2023

  Thank you for the information regarding Complaint ID #********. We appreciate this homeowner's detailed account of their concerns and the chance to address it. After the initial installation appointment, the homeowner did let us know of concerns that they had with the look of the products and finish work installed into their home. We were able to dispatch our Field Manager to do a full inspection of the project, which also included drawing up anything that might need to be reordered when it came to service parts and pieces, so that we can ensure a beautiful finish. Our Field Manager did submit a list of items that needed to be ordered, as well as a punch list of items that need to be completed on our next visit. We have these materials on order, which should correct the concerns that the homeowner has deemed not able to be repaired. Some of it is a mix of esthetic concerns and identified gouges in the product that were discovered. Rest assured, we are able to get this remedied, and we look forward to the chance to do so. We also recognize that there is an element of patience that we are asking the customer to provide as we await the products needed for the next visit. That is not lost on us, and we appreciate their continued patience. At this time, we are looking at an estimated shipping date of mid-May for the products ordered, we will continue to track this and provide any updates to that timeframe to the customer. Once the materials have arrived, we will schedule our return visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/05/2023

  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: 05/05/2023

  I do not agree or appreciate the response from Universal windows as they completely ignored and dismissed my request for a 100% reimbursement on my windows.  At this time we simply just want a refund and cut all ties with this company whom raises our blood pressure and stresses us out to an unhealthy state. As they failed once again to provide me the service and new product I purchased which they promised beginning with the salesman. He promised we would not end up in years of service attempts to rebuild our damaged/ defective windows as we are still currently doing with our first order. You don’t go to the grocery store to buy an apple that’s had a bite taken out of it. I purchased new windows but received damaged/ defective windows with wrong, damaged, and missing parts. We are exhausted with all this company’s excuses and incompetence. We are tired of cleaning up after everyone who comes over to accomplish nothing. I will not listen to anymore about how they can fix my new windows so that they look and operate like the new ones I was supposed to have received. Unacceptable and it’s time this company is held accountable and disciplined. 
  Universal Windows needs to step up and do the right thing and reimburse us for all they have put us through. No company should be allowed to operate like this. 

  

  Business Response

  Date: 05/08/2023

  Thank you for the additional information regarding Complaint ID #********. While we certainly never intend for our homeowner's to feel stress around their home improvement projects, we would like to recognize the customer's feedback and apologize if this is how they feel regarding their project. That said, we are unable to provide a full refund on their products, we are willing and able to correct the concerns that they have. The items that they have cited are esthetic concerns, that upon discovery of these items, we jumped into action to be sure that we can get them corrected for the customer. We understand that this does mean an element of patience, as we have service parts on order for them and are awaiting their arrival so that we are prepared to schedule our second and final visit to their home to address the open service concerns after our Field Manager came to their property to review the installation. This is not lost on us, and we appreciate this homeowner's patience as we work to bring this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/09/2023

  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.]
  
  
  
  Regards,
  
  
  
  ***** ******

  Again Universal Windows refuses to acknowledge the level of problems with our windows and continues to lie with never ending excuses. The field manager which they mention came out said he would keep us posted months ago about our repairs and parts but refuses to reply to my messages after I discovered more issues with the windows. They are not telling the truth! They know this is going to be service call after service call for years to come. My new windows shouldn’t look like this or need modification in order to function properly. Now we have as I mentioned paint peel around many windows which is ridiculous. My first order with this company was horrible and I gave them another chance only to have a nightmare this time. The service guys come out periodically always with bad news. We have had almost 5 alone screen doors brought out only to be scratched and damaged only to have to wait months again for another damaged door. And not one of them could ever get it installed so it would lock properly. It’s an on going problem with this company who offers nothing for your time and stress. We are not dealing with years of service calls and excuses while in the mean time being forced to accept windows that are dysfunctional and damaged. 
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 05/09/2023

  A default letter is provided here which indicates your acceptance to
  have the complaint be handled through Arbitration.
  

  Better Business Bureau:

  
  

  I would like my complaint ID ********, to be handled through
  an Arbitration hearing with BBB.

  
  

  Regards,

  
  

  ***** ******
  
  Phone: 216-623-8964 Ext: 310

  Customer Answer

  Date: 05/10/2023

  A default letter is provided here which indicates your acceptance to
  have the complaint be handled through Arbitration.
  

  Better Business Bureau:

  
  

  I would like my complaint ID ********, to be handled through
  an Arbitration hearing with BBB.

  
  

  Regards,

  
  

  ***** ******
  
  Phone: 216-623-8964 Ext: 310

  Customer Answer

  Date: 05/19/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that he has reached an agreement with the business. He was contacted by a manager who apologized for the experience. He was told he would be given weekly updates on the status of his project. The business expects the last window to be installed before the end of May and have all the repairs completed before the end of June. 

• Initial Complaint

  Date:04/18/2023

  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.

  so i had them come out with the quote for 9 windows and the guy got here he spent 3 hrs here and would not leave. he told me that we had until the next appointment to cancel without any penalty. i called today to cancel and they are trying to keep my down payment after telling me they would refund if we decided to cancel. the guy that came out was nice but lied to me and refused to leave my home until i made a deal. this is not OK and i want a full refund, i feel that i was taken advantage of and that i had no choice 12000 is a lot of money for anything

  

  Business Response

  Date: 04/20/2023

  Thank you for the information regarding Complaint ID #********. This homeowner signed their agreement with us on 04/08/2023. The cancellation period where a full refund can be applied is within 3 days from the signature of the agreement. This homeowner requested to cancel on 4/18. That said, we would like to bring this to a resolution for her, and our Sales Manager has reached out to discuss the agreement and next steps. We look forward to the chance for them to connect. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/20/2023

  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 have not be contacted how am I supposed i was not even allowed to read what I was singing it was he had the laptop thing and was singe here initially there takes it ok singe hear and hear then ok we are done if u want to cancel for any reason u can worry free be for they come out and measure the 2 time I want a refund on my deposit I will never recommend this place to anyone 
  
  
  
  
  
   

  

  Business Response

  Date: 04/24/2023

  Thank you for the additional follow up on Complaint ID #********. We sincerely apologize if this homeowner was confused about the terms and timeline of requests to cancel. Our Sales Manager reached out to the #s on file again this morning, but we will see if connection via email will be easier as the homeowner is stating they are not getting the numerous calls/voicemails being left. We appreciate the chance to connect with the homeowner given the timeline and requests. Thank you. 

• Initial Complaint

  Date:04/10/2023

  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 signed a contract for window installation with Marty Larkin on March 22,2023. We were told the company would contact us within a week to schedule a measurement of all windows. It’s April 10th and we have not heard one word from Universal Windows.

  

  Business Response

  Date: 04/17/2023

  Thank you for the information regarding Complaint ID #********. We apologize if this homeowner felt there was not enough communication after the point of sale. We were able to bring in our Sales Manager for the market to review, and he personally reached out to the customer to assist with answering any of their questions, clarifying next steps with the financing company, etc. We appreciate the chance to turn this around for this homeowner and look forward to moving their project along! Thank you. 

• Initial Complaint

  Date:04/05/2023

  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.

  Met with salesperson in our home sept of 2022. Signed contract for new windows and steel front door. Told they would be installed by 12/22. We were unsure of the design we wanted for the front door. We were told we could choose style when person came out to measure for door. When the person came out to measure for the door, we were told it was for a fiberglass door. Called salesman to correct error about material and give him style of door we had chosen. He told us we would need to pay $2000 more for the door style we were requesting, he never told us there would be a charge, we would not have signed contract that night had we known. He then said our door was not available in steel and spent next 30 minutes telling me why fiberglass was better. He then contacted us in October or nov. told us he was wrong and door was only available in steel. Wanting to move forward with the project we agreed to change the order back to steel. He then told us installation would not be until end of Jan 2023. In Jan we called to follow up, salesman was extremely rude. Spoke with office, they said windows were in but door would be another month. 3 phone calls later we were able to schedule window installation. Very end of Feb, got a call that door was in. When they came out to install, they said the frame was measured wrong and they would call us to reschedule. No call so I called them and was told it would take until May to get the door frame. Told her I did not want the door. It would be 6 months past promised date, all from their errors. I was told they don’t do refunds. They would not offer a discount. Horrible customer service. Once they have your money they don’t care about how inconvenienced you are. She promised to call me back the following week to discuss further. 2 weeks later, no call. I just want the door cancelled and my money back. This company is horrible to deal with after they have your money.

  

  Business Response

  Date: 04/06/2023

  Thank you for the information regarding Complaint ID ********** We did have the chance to speak with this homeowner about her experience, and we first would like to sincerely apologize if the homeowner felt like there was any confusion related to the products that they were getting. We recognize that, at the onset, there were multiple outreaches from their sales representative, but this was to ensure that the door that was ordered and produced was intended per the agreement. We also recognize that there was an error when it came to the measurement of the door that meant it could not be installed initially. We reordered the door frame so that this issue could be corrected. At this time, the estimated arrival date to our warehouse is May 12th. We allowed the customer to know, when we spoke with her, of the early May timeframe, and that if there were any changes that we would communicate them with her. We also spoke with her about her request for compensation due to the delays, and explained that at this time, we want to ensure that this product gets installed upon receipt and that the discussion around compensation could occur at that point. There is still work to be done, that we are committed to performing, and we recognize that there have been additional delays. We are working diligently to get this corrected and we will get the homeowner on the schedule as soon as the door frame arrives. We appreciate her continued patience, and we look forward to bringing this to a resolution.  

  Customer Answer

  Date: 04/06/2023

  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,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  The company’s only response is continue to wait and then let us install the door.  They have already been paid and have shown they do not care for the bad service they have provided.  We were given an initial time frame of 3 months.  Now it will be 9 months.  Every delay was because they made errors.  Their salesman did not contact us to be sure the correct item was ordered.  He contacted us because he gave us wrong information, wrote it up wrong and needed corrected paperwork.  He lied when he told us we did not need to chose a door that day.  He left us a catalog and told us to decide and let him know, he was anxious to get to his next client and it was already evening.  We tried to work with them, just to get the project done.  Now they want us to accept the door, 6 months late with no care for the inconvenience they have caused us throughout this process.  Their response to me when I complained it was not the door we wanted was “well you will have a beautiful door with a lifetime warranty.”  They have never followed up with me.  Not once, except when they made errors and needed us to sign new paperwork.  We assumed this was just standard, now I see it was so they could say “ well you agreed.”  Never have they apologized for how rude the salesperson was, no apology for not returning calls, no apology for our inconvenience caused by their errors.  At this time I want a refund for the door and will never do business with this company again.  They have proven they have no desire to make a customer happy, they only want the sale.
  
   

  

  Business Response

  Date: 04/10/2023

  Thank you for the additional response on Complaint ID ********** We apologize if this is how the homeowner's experience has left them feeling. We do recognize, and have apologized for, the inconveniences they have felt during their project. These are most certainly never our intention, and is why we do believe we can make this right upon installation of the door, once the frame has arrived. We will be looping in our Operations Manager, for a follow up to the homeowner directly to help us bring this to a resolution. We appreciate the chance to respond and look forward to turning this homeowner's experience around. Thank you. 

  Customer Answer

  Date: 04/11/2023

  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.
  
  
  In would like to point out again, that universal windows has not contacted me, despite assuring me they would call me the week following our last call, which was 2 weeks before this initial complaint.  And again they say they  want to come to a resolution, but their only response is continue to wait and let us install the door.  The door was promised in 3 months and it will be around 9 months, assuming it can be installed in may as the say.  We have tried to be patient, but they did not bother to inform us it would be an addition al 3 months when the wrong size frame came in.  That information was only shared with us when I called them to find out an approx install date as they had left my husband with the impression it would only be 2-3 weeks until the door was installed.  They have not communicated with this, expect us to just be patient with all of their delays and be happy.  I would not deal with this company again.  They have their money,  I fulfilled my portion of the contract.  I don not have a door that was promised in Dec, they did not fulfill their end of the contract.  Again, Every delay in this process was their fault not ours.  They expect us to except the inconvinience and lack of respect they have shown us by not communicating without complaint.   They say " well it is a custom product.  But they are taking 3x longer than promised to deliver.   The mistake we made was paying in advance.  I am sure this company does not care about me as a customer.  They have my money so have no need to try to come to a resolution with me.  I know I am repeating myself, but have not been treated this poorly by a business I paid this much money.  It may not be much to them, but is a lot to us.  I have been so disappointed with this company.
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 05/10/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I will participate in mediation in reference to complaint ID .********, in hopes of resolving this matter. 
  
  

  
  

  My availability is as follows:

  
  

  Specific dates I am NOT available in the next 6 weeks:
  
  

  
  

  
  
  Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  
  
  __x__Mon. ____Tue. ____Wed ____ Thurs. __x__ Fri.
  
  
  
   
  
  Place an "X" next to the Time  you are Available and work best for you: 
  
  
  
  ____ Morning ____Afternoon 
  
  
  
  I understand
  that BBB will do its best to accommodation the information I have
  selected and that  mediations are scheduled to start between the hours
  of 9:00am and 3:00pm, and must conclude by 4:30pm.
  
  
  
  Thank You.

  
  

   

  
  

  Regards,

  
  

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

  

  Business Response

  Date: 05/15/2023

   
  Dear BBB:
  
  Below are the details on my availability for a Mediation Hearing:
  
  Please list any dates you are specifically NOT available in the next 6 weeks: 
  5/25, 5/26, 5/29, 5/30
  
  
  
  Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed __X__ Thurs. __X__ Fri.
  
   
  Place an "X" next to the Time  you are Available and work best for you: 
  
  __X__ Morning ____Afternoon 
  
  Understand that BBB will do its best to accommodation the information I have selected. Note that mediations are scheduled to start between the hours of 9:00am and 3:00pm, and must conclude by 4:30pm.
  
  Thank You.
  
  
  ****** *******
  Dispute Resolution Supervisor
  ************************
  
  

  Customer Answer

  Date: 06/05/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Universal windows direct and I were able to settle our issues this week.  We do not need mediation at this time.
  
  Thank you for all your help resolving this issue.
  
  ****** *****

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The fir-sting Wary bed isolation the vent blow in to the house, second the installer damaged the bath top ,cost me around $12.000 dollar they sed they gone replace the bath top ,I don't want them to replace I don't trust theme I did the dispute woot ***** ******* **** ,and now they aplay to the collection agency,********************* ****** I due no they lost the dispute ,I want them to fix the problem wot the windows have to be insulated I hope everything is going to be ok! I will look for the company that will replace it the bath top!

  

  Business Response

  Date: 03/16/2023

  Thank you for the information regarding Complaint ID ********** We installed this homeowner's project in March of 2022. We did return to the property after to ensure that any and all service concerns that they had on their windows were addressed. We also dispatched a Senior Leader to help ensure we got them taken care of, which included verification with the homeowner that all windows are foamed and properly insulated along with providing options for the bathtub repair. In that time, they reversed the charges on the payments made on their project for the windows in their home, and we continued to try and work with them, after the service concerns were taken care of, on getting the payments sorted when it comes to the balance owed on their project. That was not successful, and they have been sent to our outside team for assistance in collecting the balance owed. We remain willing to service the customer's windows should they have additional concerns, and simply would need to discuss the balance owed on the project in order to get that portion handled. We appreciate the chance to review and respond. Thank you!  

  

  Business Response

  Date: 03/16/2023

  Thank you for the information regarding Complaint ID ********** We installed this homeowner's project in March of 2022. We did return to the property after to ensure that any and all service concerns that they had on their windows were addressed. We also dispatched a Senior Leader to help ensure we got them taken care of, which included verification with the homeowner that all windows are foamed and properly insulated along with providing options for the bathtub repair. In that time, they reversed the charges on the payments made on their project for the windows in their home, and we continued to try and work with them, after the service concerns were taken care of, on getting the payments sorted when it comes to the balance owed on their project. That was not successful, and they have been sent to our outside team for assistance in collecting the balance owed. We remain willing to service the customer's windows should they have additional concerns, and simply would need to discuss the balance owed on the project in order to get that portion handled. We appreciate the chance to review and respond. Thank you!  

  Customer Answer

  Date: 03/16/2023

  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,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 03/16/2023

  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,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 03/17/2023

  I want  to insulate the windows so the wind and air don't get in through the windows ,and I want to pay for the.tub     with the remaining money ,because the person who instal the window make the damage in the tub!And the other thing is the condensation and the Window!

  Customer Answer

  Date: 03/17/2023

  I want  to insulate the windows so the wind and air don't get in through the windows ,and I want to pay for the.tub     with the remaining money ,because the person who instal the window make the damage in the tub!And the other thing is the condensation and the Window!

  

  Business Response

  Date: 03/21/2023

  Thank you for the additional response on Complaint ID ********** Our Senior Operations Manager and one of our Senior Field Technicians went to this homeowner's property on 4/7/22 to verify that all windows were properly foamed an insulated. When it comes to condensation, that can occur on replacement windows, as we have described to the homeowner, and what she is experiencing does not indicate any failure of the windows. You can find additional information regarding condensation here: website . We remain willing to service this customer's project should they have a warranty concern, but they will need to make a payment on the balance that is due. Thank you for the opportunity to respond! 

  

  Business Response

  Date: 03/21/2023

  Thank you for the additional response on Complaint ID ********** Our Senior Operations Manager and one of our Senior Field Technicians went to this homeowner's property on 4/7/22 to verify that all windows were properly foamed an insulated. When it comes to condensation, that can occur on replacement windows, as we have described to the homeowner, and what she is experiencing does not indicate any failure of the windows. You can find additional information regarding condensation here: website . We remain willing to service this customer's project should they have a warranty concern, but they will need to make a payment on the balance that is due. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 03/22/2023

  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.]

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated to the BBB that the matter of his tub has not been address. When the windows were installed, the workers damaged the consumer's bathroom tub. Pictures have been added to the file of the damage. The business has told the consumer they would replace the tub but he does not trust their work. The consumer would like to pick his own company to replace the tub and have UWD cover the cost. The consumer also does not agree with the statement about the foam installed with the windows and will be seeking a second opinion from his city's building department regarding this. 

  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 03/22/2023

  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.]

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated to the BBB that the matter of his tub has not been address. When the windows were installed, the workers damaged the consumer's bathroom tub. Pictures have been added to the file of the damage. The business has told the consumer they would replace the tub but he does not trust their work. The consumer would like to pick his own company to replace the tub and have UWD cover the cost. The consumer also does not agree with the statement about the foam installed with the windows and will be seeking a second opinion from his city's building department regarding this. 

  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/23/2023

  Thank you for the additional information regarding Complaint ID #********.

  We understand that this homeowner believes that the installer damaged his bathroom tub. The photo provided did not include the drop cloths located inside the tub that the installer laid down in order to stand in the tub, proper procedure to help limit the possibility of damage. We are including that here for review.

  As such, and because proof of the installer damaging the tub cannot be provided, we erred on the side of caution when the report of damage was made and worked with the homeowner to provide a solution to repair the tub. The damaged areas in question do not present an issue with the actual operation of the tub, which is why we wanted to focus on a repair. The homeowner refused a technician from a company we were willing to dispatch, Miracle Method, to inspect and quote the cost for a repair, which UWD was willing to absorb to make this right for the customer. We also worked to provide a quote from a bath replacement company we partner with, as the quotes provided by the customer were well over $10,000, and the scope of the damage did not necessarily align with a full tub replacement. The homeowner refused all options. 

  With regards to the window installation, the homeowner is welcome to have the product inspected by a 3rd party. We stand by our installation as we were on the property after the fact to verify that all windows were installed to industry standards.   
  Despite all of these efforts, the homeowner also began to issue chargebacks on payments made on their products. Their project was installed on 03/09/2022, and at this point they still owe over half of their balance, with all of their product being installed into the home.

  We remain willing to work through a solution for the tub, and would be willing to submit this information as a claim through our insurance company to help address their concerns. Thank you for the opportunity to respond. 
  

  
  

  

  Business Response

  Date: 03/23/2023

  Thank you for the additional information regarding Complaint ID #********.

  We understand that this homeowner believes that the installer damaged his bathroom tub. The photo provided did not include the drop cloths located inside the tub that the installer laid down in order to stand in the tub, proper procedure to help limit the possibility of damage. We are including that here for review.

  As such, and because proof of the installer damaging the tub cannot be provided, we erred on the side of caution when the report of damage was made and worked with the homeowner to provide a solution to repair the tub. The damaged areas in question do not present an issue with the actual operation of the tub, which is why we wanted to focus on a repair. The homeowner refused a technician from a company we were willing to dispatch, Miracle Method, to inspect and quote the cost for a repair, which UWD was willing to absorb to make this right for the customer. We also worked to provide a quote from a bath replacement company we partner with, as the quotes provided by the customer were well over $10,000, and the scope of the damage did not necessarily align with a full tub replacement. The homeowner refused all options. 

  With regards to the window installation, the homeowner is welcome to have the product inspected by a 3rd party. We stand by our installation as we were on the property after the fact to verify that all windows were installed to industry standards.   
  Despite all of these efforts, the homeowner also began to issue chargebacks on payments made on their products. Their project was installed on 03/09/2022, and at this point they still owe over half of their balance, with all of their product being installed into the home.

  We remain willing to work through a solution for the tub, and would be willing to submit this information as a claim through our insurance company to help address their concerns. Thank you for the opportunity to respond.