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:12/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Universal Windows Direct to install 8 updated windows and the work was completed by March of this year for a total cost of $6.581.00, which was $1,600 higher than the price Lowe's gave me, but I wanted a good job done, so i went with Universal Windows since they just do window replacement and do the work their self like there tv commercials say. Once work was started the installer said he did not work for the window company, but was just a hired company to do the work for Universal Windows and the Guy working with him just started and was in training. They works 5 hours the first day, came back a few days later to finish up the outside of the living room windows trimmings bottom end cap's and the new guy installed the 2 picture windows and bedroom window. 2 weeks later they returned to finish the other 3 windows along with the trim work and Cap work.
  Once all the work was Completed I liked all the window work the new guy did, but when i looked at the 3 window's on side of my house by the driveway, I told the Boss who had done those 3 windows, why are Bottom capping Uneven ? One side of the cap stuck out a quarter inch and the other side stuck out a little over a half inch farther out. Also for the dinning room window outside cap, one side stuck out a half inch and the other end of it was 3 quarters of an inch. Plus to much Caulking was used ended up being messy and that had to be cleaned up, or redone.
  He told me its how my house was build and best he could do. The updated storm windows i had on the house were all fine and even on each end, but once their work was done makes the windows look like they are cockeyed.
  I complained to Universal Windows Direct about it, so they sent One of Their Guy's to look at at it and he said they same thing its how the house was build. I called to complain again, so they sent out another one of Their Guys & he took the window end caps off shorted the one end down put it back on and it still stick out farther than the other end. I told the Guy, No, new metal for the bottom window caps needs to be recut and the end that is shorter should be cut further out, so its even with the other end of it. But He did not have the Needed Material to do that the installer told me.
  I complained to Universal Window Direct again & again said okay, they would taker care of it, but no else ever came back. A Month later I called to see when someone was going to come redo the caps and also asked how long before the loan company sends me the 1st bill and was told I should have gotten it by now already.
  I then Called the Loan Company Universal Windows uses called 'Green Sky' they said the time period (3 Months) to use the load expired and the paper work had to to done over. A Few weeks after that, I went into my email archives to delete the 1st email I got from them and when i opened it, I seen instead of sending me a New Email, they sent a reply back to me through the first one they ever sent me and that was where the loan approval was at with a funny type of Credit card on paper they sent, and I had to call Window direct to give them the card numbers to use for payment, like as if I was doing an online order. I never had loans like that before that worked like that.
  I looked up the Green Sky loan company for Reviews and ended up coming across a Lawsuit filed against them I read, and it said they really was not a legal Loan Company, but guess able to do it another way, but was charging people other fees not made known to them, so I went to the Universal window Direct office & Paid them $1,600 towards what i owed to them. Then I started mailing them Checks and Money Order's to pay off the Balance I owe them. Now after this last Check I just mailed them a few day's ago, I only owe $1,200, but the women I spoke to today said its $1,400, not $1,200 so i got to look at every all I paid.
  Point is, around July of last year I called to see when they were sending someone out to fix the 2 outside window capping's so both ends are even and was told once 80% is paid then they will.
  Last week a women called and said NO once I paid 80% of what is owed still then they would send someone to cut new metal to make new window capping's to reinstall so both ends stick out even with each other.
  I seen 3 or 4 Bad Reviews on Universal Window Direct, where window capping's were not done right
  and had the same problem as mine, so all the window company did was refund $300.00 to each one.
  It will cost a lot more than $300.00 for another company to come replace the window capping, so I told Window direct office lady I have the money to pay off the balance left, send someone to redo the window capping on two windows that are uneven with end then I would give their worker the balance owed in full, either check, or cash, how ever they felt better with. Lady said they could not do that, but when they Sent their Guy to replace a window screen they got the size wrong on, window direct had that guy ask me for the balance owed.
  I want to paid the balance off in full, but I'm scarred if i do, they may not replace these window cap's that was cut wrong and not cut to be even on both ends with each other and to clean up the messy caulk job, and instead maybe simply say here is $300.00 back. That would not be enough to cover the cost for another company come make new cap's to put on that so each end Matches each out in size and redo the Caulk work.
  This is why I'm reporting this Bad Business Ethics and hopefully help to get Universal Window Direct to have a Installer of Theirs come to recut and put on New Window capping's so each side is even with each other. I paid a little over 80% of the loan already, and want to pay off the remaining balance of $1,400 to Universal window direct and hope some this complaint solve this problem and see the needed rework on the window caps are redone and have the caulk work mess cleaned up so it looks professional work.
  Hope your office can help.
  sincerely

  

  Business Response

  Date: 12/27/2022

  Thank you for the outreach on Complaint ID #********. We are aware of this homeowner’s project. His products were installed in February of this year, which is when his final balance was due. The concerns that he has with his windows are esthetic concerns, which we are happy to address. What we have been asking for is payment on his Agreement as the products are installed, and this open service is covered under our Lifetime Warranty. We will continue to reach out to this customer to discuss his balance and getting the final service visit scheduled. We appreciate the chance to respond. Thank you. 

  

  Business Response

  Date: 12/30/2022

  Thank you for the additional response on Compliant ID #********. We did receive a partial payment from this homeowner on his balance due. We will be calling to schedule our return visit for the esthetic concerns with the capping, and the final balance will be due at the time of that appointment. We appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 12/30/2022

  [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,
  
  
  
  ****** ******  
                        I will call the company's off so that they  can set a date to come to my house ALONG  WITH THE NEEDED  MATERIAL & TOOLS, to  Recut A New Capping To Install Correctly.     Once the New Capping is cut and installed   & Both Ends Are Even with Each Other and the Caulk Mess is cleaned up they then will be paid in full once that rework is done rightly.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2022 I met with ***** ******* sales representative for Universal Windows, at my home. On this date ***** and I discussed replacing multiple windows in my home, he took measurements of all my windows. We entered into an agreement for $14,000, with an estimated repair date within 12-14 weeks. On that date, I gave a $4,200 deposit. In June 2022, I was contacted by Universal Windows to have another individual come out to my home to measure my windows, again. The 2nd measurement appointment was on 6/9/22. In August 2022, I contacted Universal Windows for a status on the window replacement and installation, because I did not hear from them. I was informed that they did not ordered the windows because they did not received the work permit from ********* *******. I then asked who was in charge of picking up the phone to contact the ******* for the permit. I took it upon myself and I contacted ********* ******* to have the work permit issued. On 8/4/22, I received an email notification that my order was in production. On 9/23/2022, I received an email notification that my windows would be installed on 10/6/222. On 10/6/22, when the contractor arrived to my home, I was notified that the windows were measured incorrectly and none of the windows fit. The contractor left soon after his arrival. Immediately, I called Universal Windows and asked to cancel my order and requested a refund for my $4,200 deposit for the following reasons: 1) 2 individuals took measurements of windows and they were still inaccurate; 2) Windows were supposed to be installed in August; 3) I feel like I am being taken advantage of and that I am being scammed. My request for my deposit refund was denied. The representative said no refund because they already reordered the windows (even though the contractor just left my home moments ago). To date, I have not heard from universal windows about the status of my windows. I would like a refund of my deposit and to move on from this horrible company.

  

  Business Response

  Date: 12/14/2022

  Thank you for reaching out on Complaint ID #********. We had the chance to speak with the customer as the windows we had to reorder have arrived and we are ready to schedule our return visit for installation. We are committed to getting these products installed for her. She has elected to not schedule with us at this time, and is requesting to end her agreement with us. As the products have been ordered, we will need to loop in our Sales Manager to speak to this customer. We appreciate her willingness to speak with us, and we look forward to bringing this to a resolution. Thank you. 

  Customer Answer

  Date: 12/14/2022

  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.  I am waiting to hear back from someone regarding a refund of my deposit.
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/15/2022

  Thank you for the chance to respond to Complaint ID #********. Our Sales Manager had a chance to speak with this customer, and we have worked with her on ending our Agreement. We appreciate her willingness to speak with us, and the chance to work with her on bringing this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/18/2022

  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.

  In July of 2022 we noticed bubbling occurring on multiple sides of our newly installed siding (2 months prior). We called and by the end of the month it was replaced with new siding, so they said...we never actually saw the work being done. By October of 2022 the bubbling showed up once again. We called and they had someone come out to inspect. He explained that it's a faulty product and we should call Universal Windows Direct (UWD) to see what can be done.
  
  We thoroughly went over our options and decided to go with a cheaper non-defective product. A representative of UWD told us that because we are under a lifetime warranty and we already pulled out a loan this wouldn't be possible. Instead they stated, they would continue to replace the faulty siding...with more faulty siding as often as it needed replaced. We have a lifetime warranty so it covers the cost of repair but they'll continue to knowingly install faulty siding on our house.
  
  We are simply asking for this faulty siding to be replaced with non-faulty siding. The faulty siding is vertical and we would like to switch over to horizontal. It's overall cheaper and doesn't have the same fault. We want our bill to reflect the cost of the horizontal siding, since we refuse to pay ~$16,000 for a faulty product. We want our current, outstanding loan to be forgiven or covered by Universal Windows Direct. It's blasphemous for a company to think their customers want to replace a product every few months for a lifetime.
  
  **Attached is a small section of the bubbling. It looks worse from further away.

  

  Business Response

  Date: 11/23/2022

  Thank you for the outreach on Complaint ID #********. We fully stand behind our lifetime warranty that we offer. We also want to make sure that manufacturing defects, such as what we are seeing with this customer's siding, get resolved. As such, we have filed a claim with the manufacturer of the siding regarding the concerns with the bubbling, as we want to ensure we have a full solution to offer this customer. We are awaiting some feedback from the manufacturer, so that we may present options for next steps to this customer directly. We are committed to bringing this to a resolution, we do need to follow our proper channels so that we can provide a solution that makes sense. 

  

  Business Response

  Date: 12/07/2022

  Thank you for the additional outreach on Complaint ID #********. We had to file a claim with the siding manufacturer for this customer's project. We heard back from their team and they will be sending a representative to the property, along with a Field Manager from UWD, to do an inspection of the siding project so that we can determine our next steps. We have spoken with the customer about this appointment and have it confirmed. We will be following up after the appointment with next steps related to their siding project. We appreciate the chance to respond, and we look forward to bringing this to a resolution. Thank you. 

  Customer Answer

  Date: 12/13/2022

  [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:11/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Order Date 7/8/2021 $5500 total ($2750 Deposit Made via check)
  
  Agreed to purchase Front Door from Universal Windows Direct (UWD) and made a deposit of $2750.
  
  Order arrived damaged in 2021 and I refused the door. I asked they CANCEL the order, they refused and asked a chance to "make the order right".
  
  Called many months for updates, Manager **** ******** agreed to a $500 discount and assured me they were working with the manufacturer of the door for additional discounts.
  
  Door arrived again and installation was attempted on June 14, 2022 with more damages than the first door. Door was packaged wrong at the manufacturer, they stalled for months getting the door reworked, not replaced. **** advised he was upset with the manufacturer and was using this instance to make sure they corrected their issues. - I have pictures showing the damages on the door.
  
  Door arrived again in August 2022 and was installed. I visually inspected the door, it still had scratches and areas with dents. **** once again assured me they would "make it right". Unfortunately, they can not correct the dings, dents and large areas of where the paint was damaged during the installation. I have pictures showing the damages on the door.
  
  I am simply asking they pass along a larger discount count to me the customer that now has a "damaged" door installed at their house with no other option except to live with the damages or again replace the entire door.
  
  In addition, the tech's that arrived on Thursday 11/3 had an IPAD asking for signatures and it was NOT viewable or visible to me what they were asking me to sign and they were upset I would not sign. They said I would get a copy via Email, which I never recevied.
  
  UWD should have just cancelled the order and refunded the deposit instead of forcing me to accept a damaged door.

  

  Business Response

  Date: 11/11/2022

  Thank you for reaching out to us on Complaint ID #********. We are aware that this customer had delays on their project, and we do apologize if it became a source of frustration for her. Regarding our most recent visit, our technician that was on property utilizes an iPad for his service tickets, which is what he would have asked her to sign. If she would like a copy of that ticket, we would be happy to send one over to her. We apologize that there were delays on getting the door installed, as that is never our goal for our customers, but we would always prefer to get a product installed versus cancelling an agreement due to a concern that we know can be remedied. The discount that was offered to her by our Operations Manager has been honored and applied to her account, as we are committed to the conversations that had been had with the customer, along with the lifetime warranty on our products. We appreciate the chance to respond, thank you. 

• Initial Complaint

  Date:11/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called multiple times about the work is not completed as promised. We were told someone would come out and complete the Air Intake Vents by the fireplace would be installed the next weeks. Well, it's been months now and no one has returned my calls nor came out to complete the job. Today we noticed the siding is coming off near our front door, in which I will include pictures. I have had to make several complaints and it appears when I file a complaint, we hear from someone. They have said they will send someone out, but that has not happened; we are still waiting months later.

  

  Business Response

  Date: 11/11/2022

  Thank you for reaching out on Complaint ID #********. We appreciate the chance to review this job, as we want to ensure the last remaining services are taken care of for the customer. The air vents were ordered but we did not receive them at the time of this complaint. We have reordered them to make sure we can get this taken care of. Our team has also spoken to the customer to set up a service to address a few panels of siding that they have concerns with. If the vents have arrived in time for that service, we will be sure to bring them out so we can get everything completed at one time. We will continue to track this for the customer so that we may bring this to a resolution as quickly as possible. Should they need anything in the meantime, they can reach us at (************** Thank you! 

  Customer Answer

  Date: 11/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *** ***** ********
  
  
  
  
  

• Initial Complaint

  Date:10/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 16,2022 I had a representative from Universal Windows Direct come to my home and evaluate my windows for replacement. After he evaluated the windows I told him what type of windows I wanted and he gave me a price, I decided to finance the job because of the cost. He took care of setting up the loan which I signed and he told me the windows would take about six to eight weeks to be made and ready to install. I received an email for an appointment to measure the windows on April 7, 2022. The man came measured all the windows and again said it would take about 6-8 weeks to be installed. I did not hear from this company after that. I contacted them thru email on June 20,2022. Their customer service sent me an email stating they were waiting on a permit from the city to be approved. I let them know I lived in Spotsylvania County not Fredericksburg City. I reached out again on July 11,2022 to ask for an update. i received a phone call from **** ****** in August saying they had gotten the permit and could now make my windows? He said it would take 6-8 weeks before they would be ready. On October 27.2022 I contacted Universal Windows Direct by phone asking where my windows were. On October 28.2022 I received an email from **** ****** stating they were having issues getting a permit from the state?? With excuses that the state will only work thru the mail but that when he checked my job #432456 he just got off with the permit department and they were finally at the last step just waiting for the state to cast out check?? At this point I feel like I am being scammed. I feel like consumers need to warned about this company.

  

  Business Response

  Date: 10/31/2022

  Thank you for reaching out on Complaint ID #********. We apologize if the delays on the permit have caused this customer any sort of frustration. We cannot install jobs without permits when they are required, and it can sometimes take a little longer than we anticipate. As such, we always provide estimated arrivals when it comes to product delivery. However, we understand that this homeowner's timeline was extended and our Sales Manager has worked with her on cancelling her agreement and refunding the financing. We appreciate the chance to work with her, as well as the opportunity to respond. Thank you. 

  Customer Answer

  Date: 11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  *** * ****** On 11-6-20 we entered in a contract with universal windows to replace all windows. They said it would be 10 - 12 weeks, turned out to be 20. March 29, they came to install all windows. As soon as they got a few installed my wife noticed it was not window replacement but inserts (sash only) and large gaps around them, I was charged for window replacement and they gave inserts. Then she noticed the bay window was wrong color. The crew leader said they will call office and remake the window. I called and talked to cary about wrong windows and he said thats how they make them, inserts not full windows. He said he would talk to manager and see what he could do... Nothing. Finally the bay window was done and installed on 6-29-21. while installing the window the cracked the slate sill by prying up on old window, so they tried to fix it with caulk. also the left nail holes, 2 of the 5 windows did not work correctly expose mounting screws, large gaps filled with caulk. Crew member relayed to my wife that they may have to make another window because he did not think they could reuse mounting holes. so we called and they said they would order new slate and see if useing the same window was feasible. weeks later I called for update and I was told the slate came in but it was wrong size. so they sent out a third party to inspect and get measurements, and said he will get it on order and send another team out Sept 2021. since then I made several calls and was not able to talk to anyone. finally in july 2022 they called and wanted payment in full before they came out and finish the window. after several calls they quit. I tried several times to contact John Paul but he never returned a call. after a year later they want full payment to repair and finish this job. The contract states, I don't have to pay until the job is COMPLETE. REPLACE SLATE AND WINDOW, GIVE LARGE ADJUSTMENT FOR INSERTS

  

  Business Response

  Date: 10/21/2022

  Thank you for the outreach on Complaint ID #********. We are very familiar with this customer's project as we have been reaching out over the last few months to discuss the sill and the balance due on his project. We have a replacement sill for him, and will be reaching out to the customer directly to discuss next steps in getting the repair completed. 

  With regards to the customer's feedback on the type of windows, we offer retrofit style window replacements, which is what this customer was contracted for and is what we installed into his home. 

   

  We look forward to getting the chance to speak with him about the sill and we appreciate the opportunity to respond. Thank you. 

  Customer Answer

  Date: 10/28/2022

  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,
  
  
  
  *** ******
  
  
  
  
  As of today, Universal windows called once and offered drop the window sill off and I have window repaired and they will give $1000.00 off the amount owed.  Also they said we are not masons  and I would have to get someone to repair it and they would finish the window.   I informed them at this point I wanted the window fixed and a deep discount.  
  
  
  
   

• Initial Complaint

  Date:10/10/2022

  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 original Universal Windows Direct (UWD) order number is #******, and address of the job is **** ******** *** ********** ******** ** ****** We met with the sales rep, ****, on 2/8/2022, he laid out a very clear plan on getting us new windows, including 2 in the Office (see attached contract, page 2), and the estimated installation date was between March and April of 2022. After UWD dropped the ball on permitting, we did not even get contacted about getting our windows installed until we called the City of University Heights ourselves to ensure the permit was submitted and approved. Our windows were not installed until 6/22/2022. During that installation, we were told that one of the windows that has already been paid for, was missing and had never even been ordered. This was told to us by the installation team after they had already ripped the window (with the UWD sticker still on it) out of the wall. They had to replace the old window and spray-foam it in place so it is not non-functional (see attached). The practices of UWD have been fraudulent and we do not even want to know where we would be in the process if we hadn't called the City ourselves, and contacted UWD numerous times (check the call logs) to move the process along. We attempted to sell the home beginning 7/22/2022 and were unable to, we believe because of how hideous the temporary fix on the old window looks. We were told that a new window had been ordered for us on 8/10/22, then when we called to schedule installation mid-September we were told the window had never been ordered and installation would be moved to mid-October. We just received a call today (10/10/22) stating that installation has been pushed to November 2022. We have renters moving into the home this weekend and now they have to deal with this horrible company, as we now live in California. This is atrocious. UWD has failed to complete services, destroyed personal property, and falsely advertised their services.

  

  Business Response

  Date: 10/14/2022

  Thank you for reaching out to us on Complaint ID #********. We sincerely apologize if the delays on the permit and the last window have caused the homeowner stress as they were working to move out of their home. We had to have the permit in order to install their products. Regarding the last window, we are just awaiting it's completion in production. The dates the customer has provided were the estimated arrival dates. Because of the nature of the manufacturing process, the estimated arrival date can change, and we apologize that they have incurred additional delays as we await this last window. It is almost completed in the manufacturing process, and as soon as it arrives to our warehouse, we will call to schedule our return visit to get this last window put in. We look forward to bringing this to a resolution at the next visit. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/14/2022

  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.
  
  
  Our issue is not solely the 7 month time delay. Your employees damaged our personal property and that severely impacted our ability to sell our house. How will you resolve this? 
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 10/26/2022

  Thank you for the additional response on Complaint ID #********. It is never our intention to cause any delays for our customer. That said, our warranty is transferrable to a new homeowner, and we would have made sure that the final window was installed no matter who owned the home. The final window did arrive ahead of schedule and we have our return visit set for the installation. We appreciate this customer working with us and we look forward to getting this completed. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract to purchase window installation with Universal Windows Direct on May 13, 2022. The rep assured me the installation would take place 10 to 12 weeks. I just received an email from this company date 8/30/22 confirming installation on 8/31/22. Then they sent an email stated installation on 9/1/22. The installer came to my home and stated the windows could not be installed because they were measured by UWD improperly. I called the Store room Manager and the Operational Manager complaining about the unprofessional and rude treatment that I have been receiving and asking for a date when the windows that I purchased would be installed. Neither manager could confirm a date and after I persisted, the Operation Manager said at least two more months. I informed him that they were dishonest, untrustworthy and unprofessional and that I no longer wanted their services because they breached the contract and did not provide the product or services. Both manager initially stated that I could not cancel the contract. Again I persisted in telling them I no longer wanted their services and to cancel the contract. The Operation Manager stated that I had to give them &1,857 dollars in order for them to cancel. I informed him that their company made errors and breached the contract and that I will not be liable for their errors nor pay for material that I never received products or services. Please help me to resolve this matter by canceling this contract as they have no intention to provide the products and services that I purchased almost 4 months ago. I will not be liable for material or products that I never received.

  

  Business Response

  Date: 09/08/2022

  Tell us why here...

   

  Please note that we do not service the Philadelphia area-This has nothing to do with our Company as  We are located in ********** ** and are our own independent dealership.

   

  Please remove complaint and address with Philadelphia BBB..

   

  Thank you, ******* ******

  

  Business Response

  Date: 09/22/2022

  Thank you for reaching out to us on Complaint ID #********.  We hope to be able to complete the customer’s project as agreed, and we are confident that the customer will be happy with her completed project if she affords us the opportunity.  The customer’s request to cancel at this late date is complicated by the fact that we have already incurred costs in reliance of the agreement in manufacturing the customer’s custom-made windows.   Notwithstanding, we will continue to reach out to the customer in the hope of reaching an amicable resolution. Thank you. 

  Customer Answer

  Date: 10/06/2022

  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: 10/07/2022

  Dear Mr. ****** *******

  I am writing this letter in response to recent correspondence from your office dated October 6, 2022 on
  behalf of University Windows Direct.

  Your letter from universal Windows direct included a copy of the financing agreement that I signed on
  May 13, 2022 with ********. That agreement was signed in good faith on my part, believing that I
  would obtain the services that I purchased for new windows.

  As you are aware from my last state/rebuttal regarding this situation, I never received the windows
  purchased, nor any materials, good or services from Universal Windows direct to date.

  Due to their error with improperly measuring my windows on two separate occasions, by their staff,
  they have not honored nor produced the windows that I attempted to purchase in good faith. Heir sales
  representative stated on May 13, 2022 that the windows would be produced and installed within 10 to
  12 weeks. It is now approaching October 13th (5 months later) and still I do not have the products that I
  attempted to purchase from UWD in good faith.

  As a result of their unprofessional and dishonest tactics, I do not wish to continue this purchase with this
  company. They are also lying about starting a re-production of the windows because no one has been
  to my home since September 1, 2022 to take any measurements of my windows.

  This company has proven to be dishonest, distrustful and unreliable and I absolutely cannot continue
  transacting any business with them. I have informed them on numerous occasions that I do not want to
  purchase anything from them and am cancelling the contract.

  The operations manager insisted that I owe them over $1,800 for materials that were never provided to
  them due to THEIR ERROR! I feel like this is a scam and am being exploited!

  Please, I need your company’s assistance with resolving this fraudulent company and contract. I look
  forward to hearing from you soon.

  Sincerely
  ******* ****
  1614 West Sparks Street

  Customer Answer

  Date: 10/11/2022

  [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. ___X_Tue. _X___Wed ____ Thurs. __X__ Fri.
  
  
  
   
  
  Place an "X" next to the Time  you are Available and work best for you: 
  
  
  
  __X__ Morning _X___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,

  
  

  ******* **** 
  
  Phon** ************ **** ***
  
  

  

  Business Response

  Date: 10/17/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  The business has notified the BBB that they have reached an agreement with the consumer to terminate the contract and issue the consumer a refund. 

  Customer Answer

  Date: 10/18/2022

  [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.  Please see attached response and agreement to proposal from UWD. 
  
  Regards,
  
  
  
  ******* ****
  
  
  
  
  

• Initial Complaint

  Date:09/05/2022

  Type:Billing 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.

  As part of the sales pitch, I was promised a $50 gift card to ******. I asked if the gift card was contingent on purchasing their windows. I was assured that the gift card was simply for keeping the estimate appointment, which I did. The day after the appointment, a manager called saying he needed my email address, which they already had. Before hanging up, he asked if I were going to have them do the job. I said no, that I had gone with another company. He asked who, and I told him. He asked what their price was. I declined to share that information. The he proceeded to make make his "best" offer and encouraged me to break my contract with the other company. I said, "I feel very strongly that you should have given me your "best" price in the beginning." He still repeated his offer. I told him that it was too late. I basically had to hang up on him to get away from his badgering.
  
  To this date, I have received no gift card from ****** in my email. Hmmm....

  

  Business Response

  Date: 09/06/2022

  Thank you for reaching out to us on Complaint ID #********. We apologize if this homeowner has not received their gift card yet. We would be happy to investigate so that we can ensure she does receive the gift card as promised. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/07/2022

  [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,
  
  
  
  ***** ******