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:02/27/2023

  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.

  We had our entire house windows, 2 doors and 2 screen doors replaced in 2022 with Universal Windows Direct. First issue we had that the hardware that we ordered for the doors were never ordered by the salesperson that is no longer there. They resolved the issue and ordered the hardware and installed them. Next issue was that I was very specific on the screen doors that I wanted and when they installed them it was not the ones that I ordered. Them resolving the matter was that it would cost me another $1,000 for the correct doors, never resolved that issue. We were getting severe drafts coming through several of our windows and ice forming on in the inside of the window. Had service call came and caulked around the window and then they noticed the latches on not 1 window, but all the windows were broke and replaced them. Severe draft coming through the front and side door which still has not been resolved. Several more service calls out to the house they did not insulate around any of the windows, were told by the repair workers that they installed the windows incorrectly, but never had them taken out or reinstalled. Now getting on our front window water leakage came out again to fix that and replace 4 latches that were not working correctly and 2 days later window is leaking again as well as front and side door getting drafts and several other windows getting drafts.

  

  Business Response

  Date: 03/03/2023

  Thank you for the outreach on Complaint ID # ********. We would like to apologize if multiple service visits have caused this homeowner any frustration. We recently were on property and had the chance to address their concerns, but given the extra details they provided, we have a technician returning to their property on Monday to ensure that we can address any open services that they may have. Regarding the storm doors, the storm doors installed were the ones signed off on on this homeowner's agreement with UWD. Our Sales Manager worked with them on options if they would like to get a different style door so that they understood the choices when it came to that type of change. We appreciate their willingness to work with us, and we look forward to our upcoming visit so that we may get them taken care of. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:02/21/2023

  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.

  Universal windows installed my gutters on my house incorrectly I have 5" gutters that only stick out past my roof about 1 to 1 1/2" the back of the gutters are supposed to be against the flashing the result is when it rains hard the water doesn't go into the gutters and when I clean my gutters I have to use paint sticks because you can't get anything else in there to clean them out I just want them shimed out to where they should be I paid over $28,000 for widows, doors, siding, and gutters with a lifetime warranty and I just want them fixed they said that they were installed correctly and won't fit them it took me so long to realize that the water was not going into the gutters because I wasn't home when it was raining hard then when I was I thought the gutters were plugged up so I went up to clean them out and then realized what the problem was I hope you can help me out and keep this from happening to someone else thank you Mark Finch

  

  Business Response

  Date: 02/24/2023

  Thank you for the information regarding Complaint ID #********. We installed this homeowner's gutters in 2020. He was contracted for 5" gutters, which is what was ordered and installed. The area of concern that the customer is presenting is with the width of the gutters and how far their roof, which we did not replace, comes over the gutters. While the customer might see some water coming over the gutters in very heavy rain, the gutters are functioning as designed. If the customer was interested in upgrading to a 6" gutter, which provides a slightly wider profile and for ease of cleaning, we would be happy to provide a quote for that change, and work with him on a discount as an act of customer satisfaction. We appreciate the chance to review and respond, thank you. 

  Customer Answer

  Date: 02/27/2023

  CONSUMER FILED A SECOND COMPLAINT RELATED TO HIS ORIGINAL:

  This is a rebuttal for case # ******** so they are admitting there is a problem well the problem is their installer installed the gutters improperly the roof that is on the house was there when they installed the new gutters they should have addressed the problem then they say that they will install 6" gutters at a discount price so what they are really saying is that they screwed me when they sold me 5" gutters when they should have sold me 6" gutters so why should I have to buy gutters again when they should have done it right the first time I just want them to fix the problem l am going to take it as far as I have to they are going to get fixed one way or the other because I'm not going away if they don't want to fix it the complaint will be to the attorney general's office

  

  Business Response

  Date: 02/27/2023

  Thank you for the outreach on Complaint ID #********, as it relates to original complaint ID #********. We do not believe that there is an issue as we installed gutters on the existing home, and we were not responsible for the roof. These gutters were installed almost three years ago and given the length of time since the install, there would be a charge to change the type of gutters provided, as they are different than what the homeowner signed off on at time of sale. Gutter cleaning and maintenance is the responsibility of the homeowner to keep up with after installation, that is not something that is included in our agreements. We remain willing to work with the homeowner if they would like to understand the details of a change to a wider gutter. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Bay Window from Universal Windows (UWD) Direct on June 8, 2022. I was told at that time that the job would be completed no later than October 2022 by the salesman. I went through a loan company to purchase the window at 0% for one year, UWD received all of their money on June 8th, from the loan company. Along with the window installation, aluminum siding was supposed to be ordered for under the window at the same time they ordered the window. There were many delays, date changes and excuses from the staff and I was only allowed to talk to a supervisor once during this entire transaction. Whenever I asked to speak to a supervisor, I was given excuses or told that a supervisor would call me, but they never did. At one point when I asked for an email address to communicate with a supervisor, I was told they could not give me an email address without the permission of the supervisor. The staff was dismissive and rude.
  Finally, my window was installed on December 7, 2022, BUT they did not order the siding so they could not complete the project. I was told by the installer that he contacted his supervisor during the installation, and the supervisor ordered the siding that day, and it should be in in about 3 weeks along with parts for the roof, ridge caps. I was told twice that the parts were ordered which I later found out was untrue, the parts were not ordered until December 23rd when I received a ticket for the order through an email. Since then, I have been given numerous dates that the parts should be in. Today is February 15, 2023, and my Bay Window project is still not completed, and the last date given that the parts should be in is now March 10th, that is not including when they will actually come out and complete the project. This has been the worst customer service I have ever experienced!

  

  Business Response

  Date: 02/16/2023

  Thank you for the information regarding Complaint ID #********. We apologize if this homeowner has been frustrated by the timeline on their project. Their bay window is installed, what remains is finish work on the exterior that requires specific siding material, that we have on order. The homeowner, throughout the time that her products were in production, was able to speak with a Supervisor about her project. We will continue to track and monitor the material order so that we can work to schedule our return visit as quickly as possible. We appreciate this homeowner's continued patience and look forward to getting this resolved for her quickly. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 03/05/2023

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

  Universal Windows Direct's claim that "what
  remains is finish work on the exterior that requires specific
  siding material that we have on order" is both

  inaccurate and incomplete. The "specific siding material' is nothing more than standard home siding, which has been "on order" for 9 months now.

  Universal also conveniently neglects to mention that there are major problems with the roof work above the bay performed by them....No drip edges

  installed (violation of Ohio code IRC 1507.8.2), no step flashing installed at wall trim on both sides of widow, no apron flashing installed where roof

  joins and slopes away from siding above the window, no starter shingle installed at first course of shingles on roof. Two people in the construction trade

  have assured us that in it's current condition, the roof will inevitably fail and cause interior damage to our house, yet Universal makes no mention of any

  of this in their response, even though they sent their own service technician on 2/27/23, who documented all these issues (pictures and notes) and

  submitted them to his superiors. Furthermore, Universal's claim that "The
  homeowner, throughout the time that her products were in production, was

  able
  to speak with a Supervisor about her project" is nothing more than a bald-faced lie. Over the past 9 months, during multiple attempts, we have

  been able to speak to a supervisor a grand total of two times. The rest of the time we have had to deal with bottom-tier customer representatives, who

  were non informative, unsympathetic, frequently rude, and unwilling to provide contact info (phone or email) for any supervisor. Per BBB's suggestion, I

  have reached out to my local home building inspector with regard to this matter. I have also attached photos of the roof over the bay window in it's

  current condition. I hope BBB can help resolve this situation, as I currently feel I can't trust Universal Window's Direct to do so on their own
  

   

  unsympathetic, frequently rude, and refused to give us contact info (phone or email) for any supervisor
  

  to his superiors
  

  The
  homeowner, throughout the time that her products were in production, was able
  to speak with a Supervisor about her project
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/06/2023

  Thank you for the additional response on Complaint ID #********. After our service technician's inspection visit last Monday, he helped us in drawing up a punch list of work to be completed. Our Operations Manager reached out to the homeowner to schedule a return visit, with a different crew of team members, to handle the roof concerns and the homeowner refused to schedule the return visit. We remain willing and able to remedy the concerns outlined at the service visit, and have a team ready to be scheduled to do that work. We understand, and apologize for any frustration that this homeowner has felt along the way, but we are committed to our customers, our products, and the lifetime warranty that we offer. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 03/06/2023

  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,
  
  
  
  ******* ****** ********
  
  
  
  
  
  
  
  Once again, UWD gives an incomplete account of events. Service technician
  Jason Brody did perform an inspection visit last Monday, during which I
  explained to him that every step of this entire project has not gone contrary
  to UWDs promises, that (as a result) I no longer trust UWD, that I would prefer
  to hire another contractor to fix the job, and that I would like UWD to credit
  my account for whatever costs I incur. I’m pretty sure all of this also came up
  during a video conference call with Jason’s boss, Joe Ricklefs (Field Tech Manager),
  which took place during Jason’s inspection visit. And Jason told me that everything
  I said would be included in his notes.
    Operations Manager Cary Wescott
  did call me last Thursday around 4pm. The conversation began with me explaining
  that I was at work, that I should not be taking a personal call, but that I
  picked up because I didn’t want to miss an opportunity to discuss the situation
  with a supervisor (Cary’s call marked the second of only two times we have
  gotten to speak with ANY supervisor over the past nine months). Cary then
  launched into scheduling a “return visit” without addressing any of my concerns
  (my distrust of UWD, my wish to have someone else fix the work and be compensated
  accordingly, etc.). Since he didn’t mention any of that, I did refuse to schedule
  the return visit, and I proceeded to recount the entire history to him, in an effort
  to explain my refusal. We then went back and forth several times, Cary stating
  UWD’s case, and I stating mine. Eventually Cary said that UWD might agree to do
  things my way, but that doing so would void the lifetime warranty on the
  window. At this point in the conversation I said that I didn’t care about the
  lifetime warranty, so I would send him an estimate, and we would go from there.
  I’ve since changed my mind with regard to the lifetime warranty. For all I know, the
  window has already suffered damage due to the shoddy roof work done, and the
  wide fluctuations in temperature occurring over the past three months in
  Northeast Ohio. While I feel that (given the circumstances) my requests are reasonable,
  and that UWD's potential voiding of the lifetime warranty would be unfair and
  punitive to me, I also feel that UWD doesn't really care what I think or want,
  since the order is already signed and paid for. While I still have no faith in
  UWD's willingness to resolve this situation satisfactorily, I suspect the only
  way for me to keep the lifetime warranty is to have UWD do the repairs. During our
  conversation, I believe I mentioned to Cary that since I work M-F/ 8:30am-5pm,
  and UWDs office hours are M-F/ 9am-5pm, it would be difficult, if not
  impossible, for me to communicate via telephone.
   Since talking to UWD on the phone isn’t really
  an option, on Sunday (3/5/23) I sent an email to Cary, and forwarded it to Joe
  Ricklefs, to Jim Mader (Installation Manager) and to the Customer Service
  department. In this email, I recounted the entire history of this project, and requested an
  itemized, detailed listing of what UWD will do to repair the roof over our
  window, as well as any damage that may have occurred to the window itself and/or
  to the area around the window/ installation site. I also requested a more
  detailed, itemized description of the original work order, as the only paperwork
  I currently have includes no itemized details about the job (materials,
  material costs, etc.). Again, I feel these requests are reasonable,
  since UWD has done nothing to gain my trust during this entire process. I’m also
  relatively certain my “Total Project Price” ($12,829) includes materials that
  were not used during the installation. In particular a roof/ cap unit brought
  to my house on installation day, but not used in installation, and taken away
  by the contractor when the job was “finished”. I’ve mentioned this issue several
  times to UWD, and never received any answer at all about it. As I write this
  response to BBB (Monday evening 3/6/23) I’ve received no reply email (or phone
  call/ voicemail) from anyone at UWD. As I’m not sure just how much BBB knows
  about all the factors of this dispute, I will attempt to attach the text of the
  aforementioned email to this response, and I implore you, BBB, to please read
  it, in the hopes that it clarifies just how much UWD has flat-out lied to me
  and my wife, and basically jerked us around for nine months now.  At BBB’s suggestion, I have reached out to my
  local building department to inspect the job in its current condition, and
  again after repairs are done. Thank you for the opportunity to respond.
  
   

  

  Business Response

  Date: 03/29/2023

  Thank you for the additional information regarding Complaint ID #********. We appreciate the chance to provide an update as the details of that complaint provided most recently were from the beginning of March. We have been working with Mr. ******** regarding the next steps of the project, which includes the determination of an appropriate amount of compensation, agreed to by the homeowner, that was credited to his financing account. We were waiting on that credit to be processed, and Mr. ******** to confirm that he saw it on his end so that we can then work towards scheduling our return visit for the remaining work needed. We will continue to work with him on these next steps so that we may ultimately bring this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:02/07/2023

  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.

  Ordered window replacement of 10 windows in July of 2022. The project was finally completed in December of 2022, after 3 measurement mistakes on 60% of our order.
  Their Operational Manager called me and we discussed this situation many times after their 2nd incorrect shipment of windows. Their OM promised me a call after their errors were finally installed as originally ordered. He promised me that he would make my travails right. That was around the 15th of December, 2022. So far he has never called me and my 3 phone calls to him were never returned. His operators must go through this same situation daily because they refused to transfer me to their Manager and repeated a mantra about how they handle people who call in. He offered me (via email) a tiny refund and promised me much more.
  Their bumbling work, complete disregard for their customer's concerns, and their hidden contact people make this a non-conforming BBB-graded supplier/installer.

  

  Business Response

  Date: 02/09/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize for the delay that the homeowner experienced due to some of the windows on his order not coming at the correct size. We understand the frustration that can come with that, and we appreciate his patience as we worked to get that corrected for him. Everything is completed and installed at this time. If the homeowner has any additional service needs on his windows, those would be covered under his lifetime warranty with our company. We reached out earlier this week and left a voicemail for the homeowner, in order to investigate if he has any warranty concerns. We look forward to his call back and we appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 02/17/2023

  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.
  
  
  I have reviewed my cell phone logs for the last month and UWD's phone number ************** does not exist. So again they are blowing smoke to confuse you and obscure the truth. This is the only number that they have ever given me. No voice mail, and no phone calls!!!
  
  
  
  Regards,
  
  
  
  ****** *******
   
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 02/23/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******, 
  
  I wanted to provide you with a follow-up after our phone call earlier this week. We reached out and left another message for the customer, *** *******, yesterday. We also followed up with an email to see if we could set a time for a call. The call was set for this morning at 10am, and when our Operations Manager called, it went straight to voicemail again. We sent another email to see if the customer has a spam blocker on or something that is forcing our calls straight to voicemail, and to verify if there is another # to try. 
  
  We look forward to hearing back from the homeowner, and can discuss via email ultimately, if that works better for him. Just wanted to keep you in the loop! 
  
  Thanks,  
  

  
  

• Initial Complaint

  Date:02/02/2023

  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.

  Unsolicited phone calls...this business called my phone repeatedly leaving messages in my voice mail.
  Even being on the "do not call" list has no effect. I had 8 messages from this business within a 48 hour period.
  Is there nothing that can be done? I am really upset and do not like my time wasted.

  

  Business Response

  Date: 02/02/2023

  Thank you for the information regarding Complaint ID #********. Upon researching the phone number provided, it appears that there was a clerical error in the data entry for another customer and this individual's number ended up being called instead. We are getting this corrected immediately, and we sincerely apologize for any inconvenience it may have caused. Thank you for the opportunity to investigate and respond. 

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a our house and it needed windows and doors. Since we used Universal Windows for windows and a sliding door in our previous home we decided to use them again. The sales guy who came out was good and very informative. He took measurements and said someone would come out and measure again. The next gentleman game out a few days after we moved in and took the "final" measurements. We get a call mind October that our windows are ready but now the door did we want these installed or do we want to wait, we scheduled for installation. The installation team showed up and installed the windows, they left such a mess and I called and complained I told them I did not want this crew to do the doors on my home since I had to wash the black fingerprints they left on the white vinyl of the brand new windows along with black fingerprints on my walls. I got a call the beginning of December that our doors were ready to be installed, the sent the same group of installer that I ask not come to my home. Again I had a huge mess and when they went to take the laundry room door off the lifted the flooring, he said he would fix it and didn't. Not that the door is in we have to figure out how to fix this. My front storm door could not be installed since they ordered it wrong, this I don't understand since it was measured twice. I think we should have been at the top of the list and I was told it would take 6 weeks, well it has been 6 weeks and I have not heard a peep. As for the storm door installed in my sunroom it was not installed correctly and I had to have someone out right after that to fix the window that was not installed correctly. Then after a winter storm and snow in my sunroom they came out again to adjust it. I am looking at my laundry room door and the handle sits low. I am wondering if it is not installed correctly and I am waiting on a call for this. I should have looked around to other window companies.

  

  Business Response

  Date: 01/23/2023

  Thank you for the information on Complaint ID #********. We understand that multiple visits after the initial installation can be frustrating, and we apologize if this homeowner has felt any frustration as we returned to her home to help take care of the concerns she had with her products. All of these concerns have been remedied, as part of our commitment to our lifetime warranty. The last item to be addressed is the installation of the last storm door, that had to be reordered as it came at the incorrect size. We are awaiting the new storm door to arrive to our warehouse so that we can schedule our return visit to get it installed. At this time, we are about two weeks out on the estimated delivery date of the storm door to our warehouse. We will continue to track this order so that as soon as it arrives, we will call the homeowner to schedule. We appreciate her patience on this last step, and we look forward to our return visit. Thank you for the opportunity to respond! 

  

  Business Response

  Date: 02/01/2023

  Thank you for the additional outreach on Complaint ID #********. We understand, and apologize, for this homeowner's frustration around the timeline. The storm door is finishing in production and the current estimated date of it's arrival to our warehouse is 2/9. We are happy to call closer to that date with an update. Once the door has arrived to our warehouse, we will call to schedule our return visit to get the new storm door installed. At this appointment, we can also address any concerns that she has with the entry door as well. We look forward to bringing this to a close, and we appreciate the chance to respond. 

  Customer Answer

  Date: 02/04/2023

  [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. 
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Had windows installed in my home in Feb 2022. Two were wrong size and type. J channel was removed and never put back, was replaced with metal that was sealed and installed improperly. Kitchen sink faucet was broke and drywall around bay window was damaged and ripped. Finally about 6 months later they came out to fix the issues but still didn't do it all. 2 months later another person came out to fix some of the other issues. Still not completed. J channel still wasn't replaced on any window on front of house.
  Contacted customer service about sink and drywall damage which I told them about when it happened but they refuse to fix saying it's my responsibility to fix minor issues even though they did the damage.

  

  Business Response

  Date: 01/13/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review this customer's complaint. We had the chance to speak with the homeowner this week and have requested invoices for the damages that he is claiming. We look forward to reviewing these after they are submitted so that we can follow up with the homeowner on next steps to ensure this is resolved. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/05/2023

  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.

  Universal Windows signed a contract after they ran my credit in August of 2021 stating that my Windows will be installed by October/November 2021. The first installers came out and stated the last 4 Windows would not fit. Weeks later a different installer came out with 4 new windows, to reschedule for the next day. They brought back 3 of the original 4 Windows and cut them to size but the 4th was broken at the warehouse and had to be remade. The third installers came out in April 2022 to install the last window.
  Just the time it took them to install the windows, the loan expired. They want to now rerun my credit and cause damage to my credit because of their scheduling. Their financial guy admitted due to their scheduling MANY consumers are in this predicament. So either have your credit ran or they suggest charging to a credit card because they want their money in full now. They are only crediting me back for the $360 I had to pay a private contractor to fix SOME of my windows. Other damage done like our carpet I am unsure how much that is going to take to fix since the carpet business went out of business so I may have to spend thousands to install new carpet that was installed between the 1st & 2nd installers.
  Many times we have called & had unreturned phone calls from supervisors/management. Other times reps lie stating nothing was documented but then next rep can read the notes of calls/emails.
  Also we as the consumer have had to properly seal Windows (some still have issues), we have had a window & frame fall out, when opening a window almost had the top flip out part fall and almost hit my husband in his face, the 2nd installers damaged my carpet under my window they "fixed", company misrepresented stating the installers are employees of UWD which they are not, we have windows held together with spray foam, windows only seal with screen if window is opened from the bottom pane, screens that are already showing issues, and more but don't have enough room.

  

  Business Response

  Date: 01/10/2023

  Thank you for the outreach on Complaint ID # ********. We
  appreciate the chance to review this homeowner’s feedback and their project. We
  have been communicating with them in regard to the balance due on their account.
  At this time, the products have been installed. The homeowner’s financing
  expired, and if they are still wanting to finance their balance owed, it will
  require a rerun of their credit to get that processed. We are happy to work with
  them on this option. Otherwise, they can pay the remaining balance via
  check/cash/credit card if they would prefer.
  The homeowner also mentioned damages to their carpet, which
  we discussed with them initially in May of 2022, and requested that a quote for
  carpet cleaning be turned in. We are always willing to work through concerns such
  as this, and at this time, the information has not been provided.
  We appreciate the chance to respond and look forward to this
  homeowner’s decision regarding next steps for the payment of the balance due on
  the account. Thank you for the opportunity to respond.

• Initial Complaint

  Date:12/30/2022

  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.

  Date of initial contract: 12/30/2021 to install 8 windows (1 bay, 2 casements and 5 double hungs). Total amount: $13,000.00. Amended contact dated 1/11/2022- the salesperson did not accurately quote cost to paint inside of bay window. I opted to leave the bay window unfinished and paint it myself. Lead time was 12 to 14 weeks, which would have been last weeks in April. Installers did not arrive until June 2022. All windows missing screens, wrong color, bay and casements missing hardware. I was told by **** that this would be corrected in a few weeks by late August. The dates kept changing. Installers arrived 11/14/2022, screens installed in double hungs and casements, still no screens or hardware for bay window. Screen in double hungs have gaps at the bottom (I was told this is the design of the screens), and one screen has a rip. I received a text today stating the balance owed is overdue. I called to question them asking for payment on an incomplete job. The woman who took the call did a very poor job at "customer service" she often stated they are the customer service department and in so many words-it was not their fault. I got transferred to another person, I asked that the job be completed, and that I wanted the balance due waived for all of the numerous inconveniences. I was told no discount would be given and installers are scheduled to be out on 1/9/2023 to finish the job. As a repeat customer (I had a larger bay window installed with no problems in 2014), I feel that asking for a discount of $300.00 on a $13,000.00 job is more than fair given the hassle this has been.

  

  Business Response

  Date: 12/30/2022

  Thank you for the information on Complaint ID #********. Two team members had the chance to speak with this homeowner today to help clear up any confusion around their project and the balance due. After their initial installation appointment, we did have to reorder a few of the windows due to a manufacturing defect in the colors. These windows have been installed, and the homeowner wanted to withhold the last remaining payment as there were a couple remaining service concerns that we had to order parts for. These service items are covered under the warranty, and as they have arrived, we have now been able to schedule our service visit to get them completed. We look forward to the upcoming appointment, and we appreciate the chance to respond and get this taken care of. Thank you! 

• Initial Complaint

  Date:12/28/2022

  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.

  Hello, the workers that installed my beautiful windows unplugged my basement refrigerator, to use the outlet. They never asked what outlet they could use. On Xmas eve I went to get food out of the refrigerator and freezer for Xmas dinner and everything was rotten, and my whole house filled up with an awful stench that wafted through the vents.

  

  Business Response

  Date: 12/30/2022

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to investigate these claims. This homeowner's install was scheduled for December 10th, and we have spoken with her since then regarding her project. The refrigerator was never brought to our attention, and we apologize if she feels like it was unplugged at time of install, but we were not made aware. We apologize for any inconvenience, and we appreciate the chance to respond. Thank you!  

  

  Business Response

  Date: 01/13/2023

  Regarding Complaint ID #********, we apologize if the homeowner feels as though this inconvenience was caused by our company and would like to offer a $100 refund check to go towards any groceries that were lost. We hope this helps ease some of the burden for this homeowner given the situation. Thank you. 

  Customer Answer

  Date: 01/24/2023

  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 don't think $100 is a fair offer considering my Xmas dinner was ruined along with everything else. This doesn't even come close to replacement cost for anything.