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:08/18/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/9/22 i had a free estimate of window replacement from universal windows direct, in Redford hits.,Oh 44146. Sales rep was **** ** ********. I was not offered the buy 2 windows get 2 windows free offer as advertised. **** ********* ran our credit & said they cell with ***** *** **** **. I didn't understand & know **** was getting a loan to be paid for $14,000.00 to be paid to Universal windows before any final measurements to be taken or products or installation rendered. We were overcharged & I have contacted the company but sale Mr won't me back to cancel. I spoke with ***** ******** at ***** *** about the payment & charged to me. ***** *** **** says Universal will have to cancel application **********. I think I have been taken advantage of, ad I told ***** *** asking why they paid Universal Windows before any services rendered. I want out of this loan & I definitely do not want to do business with Universal windows Direct. I also paid the sales rep a 80 Co #**** which was paid on 8/17/22. Please help me as Universal Windows & Green Sky' hasn't tried to resolve this issue. Thank you, ***** ******

  

  Business Response

  Date: 08/22/2022

  Thank you for reaching out to us on Complaint ID #********. Our Sales team was able to reach out to this customer to discuss some options for moving forward; however, at this time they will not be moving forward with their project. Our Sales Manager will be cancelling their agreement with us, and our accounting team will begin the process to refund the project. We appreciate their willingness to work with us, and we hope that they keep us in mind for future projects. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 08/23/2022

  [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. I await $80.00 for my ck #**** cashed on 8-18-22 pd to Universal Windows Direct.  8-23-22 Per a phone call from ******* at ***** *** application acct ********** $14,000 was received & she will close 
  
  
  
  Regards,
  
  
  
  Wanda Walker
  
  
  
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  When I purchased these windows I did so because of there lifetime guarantee. I had a cracked window over a year ago and called them it took 3 service calls to get the correct window and a little over 8 months. In the process of replacing window the installers broke the crank assembly and now 3 service calls and them ordering the wrong parts all these times I still have a broken window that I can't use and alls I keep getting told is we will order the right part, call you when it's in, and then we will set up another service call. I feel they are breaching there contract with me and I stead of saying they'll fix it I'd like them to send someone out here and make this a priority and compensate me for this whole fiasco. This is my last try to resolve this problem without going to my attorney. Again over 1 year to fix 1 window! The windows are not that old either 2 years old I believe and 1 has been broken for over half it's life

  

  Business Response

  Date: 08/18/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize if the need for multiple appointments in order to resolve the warranty concern on this customer's window have caused him any frustration. That is not our objective when working through our warranty program. We are working to ensure that the next visit will include the small part that has been missing from previous orders, so that we can address the remaining service item on property. This is all part of the lifetime warranty that we offer, the customer never has to pay for these pieces, parts, or the service visits. We are doing everything we can to ensure that we have the exact piece needed included in our order so that we can bring this matter to a close with the customer at our next appointment. We appreciate him working with us and we appreciate the chance to respond. 

• Initial Complaint

  Date:07/28/2022

  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.

  Date of Contract 5-2021
  Universal Windows Direct
  Whole House Siding Installation -
  Cost to Finance 24,000
  Timeline for install from date of contract 12-14 weeks.
  
  Quick Key Notes.
  Timeline got extended due to supply was their comments. they did not call to update, I had to call several times, and installation never occurred until 12 months later.
  Installation job is bad, siding is falling off, sofets were not installed correctly, we have water coming down the siding from the gaps, etc.
  Several calls this year, they finally sent out a service technician, who said the job was bad and documented the issues. I had requested a copy of those notes with no response. We then had call with Cary, Manager on the Installation side, who tried to tone down the issues and requested him or someone higher come out. At that point it was the District/Regional Manager who then did come out and did see all the issues with the siding job.
  He was to go back and discuss the repairs that were needed and did guarantee a call back a week later, and that has not happened. He said when a install crew comes out, he will be in the area to stop out and check the work. But this all seems right now to be words to calm the client.
  Last year I did involve the finance company for the loan and they did get involved, but doing the same just checking in with them on status. What is most frustrating, I over paid, due to their solicitaiton of receiving a better discount at time of signing, and now our hands our tied as the loan company pays them before the work is completed. So I have no leverage but not to pay on the loan, which affects my credit.
  Also, the sales rep that comes out, needs not to communicate a committment that is not possible, and statement that all products are available and made her locally.
  
  Now, I feel we should not only have the house repairs completed, but be compensated for all our mental frustration having to deal with all these issues and chasing for answers.

  

  Business Response

  Date: 08/01/2022

  Thank you for the outreach on Complaint ID #********. We apologize if this homeowner has been left feeling frustrated by multiple appointments or missed communication attempts. We understand that there are open concerns on their project. We had a Field Manager out to get the full scope of work needed to resolve their concerns on 7/14. We had to order some additional products as a result of that visit, and the customer has spoken with our Operations Manager to confirm that the product is on order. We will continue to monitor the products so that as soon as they are ready and available, we can schedule our return visit. We look forward to this next visit, and we appreciate this customer's patience as we await the material on order. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/11/2022

  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,
  
  
  
  Ken Brooks
  
  
  
  
  
  First, there was no mis-communication on our end.  Second several attempts to align with notes from when the service tech and district manager came out on the repairs have still not been received.  Would like that document to align on what you are repairing and what we want repaired and fixed.  The longer the delay the more siding is falling off.  Now we have an issue with water going inside due to poor quality installation.   Your communication to us was we were to receive this 2 weeks ago and nothing has been received from you.  I am your customer and I should not be having to chase you down for answers every week, when we get the same response, waiting on material.  I have called your supplier, and I think you need to recheck with them on this product to be assured its delayed. 

  Again, we are not happy paying this high price for the faulty workmanship, along with multiple delays and would like some type of adjustment on my account. 
  
  
  
   

  

  Business Response

  Date: 08/17/2022

  Thank you for reaching out on Complaint ID #********. We are waiting on the color match siding in order to complete the remaining work on this project. Our Operations Manager was able to let the customer know that once it arrives, we will be calling to schedule. We are working to get an updated estimated arrival date on the product so that this can all be resolved. While we understand that the wait time can be frustrating, and we do apologize for that, we do need the materials necessary to complete the work. We are committed to bringing this to a resolution for the customer, and we look forward to the chance to do so. Thank you for the opportunity to respond.