Reviews
This profile includes reviews for Universal Windows Direct's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 319 Customer Reviews
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Review fromM. S.
Date: 08/28/2023
2 starsM. S.
Date: 08/28/2023
Unfortunately it’s been a bad experience working with the Company. I placed a $23,000 order in February. Was given a verbal quote of just under $34,000 if I completed the remainder of the job within a year. When I asked for it in writing it was increased to $48,000. After waiting about three months, as expected, my installation day came in May. However the front door capping was not installed. They said it would be within two weeks so we agreed to pay all but $90. Weeks went by with no communication from the company. In late July they called to schedule the completion. In August 26th arrived still with no capping. Nobody could give me an answer why? A week went by and it’s amazing that I began receiving calls daily to pay the $90 they had agreed I could hold back. Of course I still have no answer when or if they will complete the job. My experience is they call quickly on the front end and if they want money. Otherwise you have to contact them and I can’t get an answer even now why it’s been a problem this long and when it might be resolved,
Universal Windows Direct
Date: 09/05/2023
Hi Mark, we are truly sorry to hear about your experience with us. We have reviewed your account and see our Customer Experience Department has attempted to reach you regarding your project. To discuss your project further, please contact them directly at (**** ******** for assistance.M. S.
Date: 09/06/2023
Nobody has reached out to me for any explanation of their actions. At best they have given me a new date of sometime in October. But absolutely no explanation of why there’s been a problem, why the change in guaranteed future price or why I was threatened with collection on a $90 holdback they agreed to. I was left with no choice but to pay the. $90 and hope they eventually finish the job. There is nobody who takes any accountability for the customer. It’s always someone else’s problem. Apologies ring empty when no explanations are offered .Review fromHelen H
Date: 08/19/2023
5 starsHelen H
Date: 08/19/2023
Jake was very personable! Very thorough, I had a lot of questions and they were all answered. Very knowledgeable about the company.Universal Windows Direct
Date: 08/22/2023
Helen, we appreciate your kind words and thrilled to hear our sales representative Jake provided you with an informative presentation. If you have any additional questions, please don't hesitate to reach out!Review fromcharles l
Date: 08/17/2023
1 starcharles l
Date: 08/17/2023
Windows were installed with no installation. cocking was the wrong color. had I not complained to have the cocking replaced, I would have never known the windows were installed with no foam installation. It took them 3 weeks to correct it and was done in two separate trips. I was told the do not use subcontractors. this was not true. I had 3 guy from Maryland and only 1 spoke EnglishUniversal Windows Direct
Date: 08/22/2023
Charles, we appreciate you sharing this feedback of your experience and apologize for the inconveniences you experienced during your installation process. We assure you this is not a true reflection of the service we aim to provide our homeowners. We are sorry for the issues with caulking and foam installation. Should you have any questions or concerns at this time you wish to discuss with us, please contact our Customer Experience Department at ****************************************** for assistance.Review fromKim L
Date: 08/11/2023
1 starKim L
Date: 08/11/2023
It's amazing that I've made two reviews and they keep getting deleted. All I can say is run from this business as fast as you even thought you can. Just read how many people have gone on for years without having their problems solved. I'm one of them. All over $$ worth of two screens. If a company can't back up their contract on screens something is very wrong. So whether to deal with it anymore they choose to ignore it. My last two reviews have mysteriously disappeared. That's partly the BBB fault for listening to Universal Windows telling them they've done all that they can. I will not let them off the hook that easily. Like everyone says they certainly take your money asap like as soon as you hang up, but never follow through until people go here to voice their concerns.Universal Windows Direct
Date: 08/22/2023
Kim, we are truly sorry to hear your expectations were not met with us here at Universal Windows Direct. We have reviewed your account and see our team provided estimates for your requests. If you have additional questions regarding your contract please contact the Customer Experience Department directly at ***** *********Review fromF. M.
Date: 08/07/2023
1 starF. M.
Date: 08/07/2023
Sales person flat out lied to us.
1) Was told we would save 30% on our energy bill. This was discussed in great detail and was a major factor in our decision. Was informed later that i would have had to purchase siding and doors to be eligible for this.
2) I asked if they employed their own installers or hired sub-contractors, was told they did not hire sup-contractors. The installers and the crew that came to fix some issues were sub-contractors.
i know this because i asked them.
3) Was told if windows were broken for any reason they would be fixed, Not true.
4) Was told they manufactured their windows, according to the installers this is not true.
Their quality control needs to be better, had some issues that should have been caught if they were inspected.
Had an issue with one window that took about 12 weeks to fix,
I will not recommend these windows to anyone.
The sales person should be terminated and pay for part of my bill,Universal Windows Direct
Date: 08/22/2023
Frank, we appreciate your feedback of this experience and apologize for the less than satisfactory experience you had with us here at Universal Windows Direct. Our products are custom manufactured specifically for your home's measurements to ensure the perfect fit and covered under warranty should you have servicing needs. If you have concerns at this time, please contact the Customer Experience Department at (**** ******** so they can assist you directly with any questions you may have at this time.F. M.
Date: 08/24/2023
I see in your response that not one of my four issues were addressed. You did say (our products are manufactured specifically for your homes measurements) which reminded me of a fifth issue, one of the widows did not fit correctly and had to be replaced.
I have contacted your Customer Service Department three times with these issues and NOTHING has been resolved. Not ONE of my issues have been addressed.
Answer these questions
Is it OK for the salesperson to lie to make a sale?
If your answer is no, then something needs to be done with the sales person that LIED to me.
Do you own the company that manufactures the windows you sell? I was told you did.
Does this company manufacture windows only for Universal Windows? I was told it did.
Do you hire sub-contractors? I was told you do not hire subcontractors.
Will the windows save 30% on utility bills? I was told they would, This was discussed in great detail and a major factor in our decision
to purchase these windows,
I truly regret dealing with Universal Windows. This is the worst experience I have ever had with any of the home improvements I have had.Review fromMark D
Date: 08/02/2023
1 starMark D
Date: 08/02/2023
At first seemed like a good deal , they called back within minutes , now that I'm trying to cancel they won't call back at all , you get 3 days to cancel and now this is the fourth day and nobody will return my calls , they do this on purpose do you can't cancel , don't go with this company , make sure you send the cancellation paper in by 3 days , and if you finance , call them up and start the cancellation processUniversal Windows Direct
Date: 08/07/2023
Mark, we are truly sorry to hear about your experience with us and understand how frustrating this must be for you. To discuss your experience directly with someone please contact us at ************* for assistance.Review fromSolange T
Date: 08/02/2023
5 starsSolange T
Date: 08/02/2023
The windows look great the service was excellent. Thank you Ryan for a job well done!Universal Windows Direct
Date: 08/07/2023
*******, we appreciate your feedback and thrilled to hear Ryan provided you with a great installation experience. Thanks again for trusting Universal Windows Direct with your home-improvement project.Review fromKatelynn R
Date: 08/01/2023
5 starsKatelynn R
Date: 08/01/2023
Jake was extremely helpful in helping me find me some new windows! He explained everything down to the process on how the windows are installed! Really professional and would recommend again!Universal Windows Direct
Date: 08/03/2023
********, we are thrilled to hear Jake provided you with a thorough sales presentation of our replacement windows. If you have any additional questions, please don't hesitate to reach out!Review fromDave H
Date: 07/30/2023
5 starsDave H
Date: 07/30/2023
Jason B demonstrated the best in customer service. He was knowledgeable, courteous, and professionalUniversal Windows Direct
Date: 08/03/2023
Dave, we are thrilled to hear Jason provided you such a professional experience. Should you have any questions, please don't hesitate to reach out!Review fromS. G.
Date: 07/26/2023
1 starS. G.
Date: 07/26/2023
Can’t leave less than one star. Our project has been open for over a year. We first had issues with a window installer breaking into our home. Nothing came of that. Now our project still isn’t complete. Every week we get a different update that we have to call and ask for. No money has been credited to our project and, I would never recommend this company to ANYONE.Universal Windows Direct
Date: 07/27/2023
****** we are truly sorry to hear about your experience with us and understand your frustration at this time. We have reviewed your account and see our Customer Experience Department reached out yesterday to provide you with an estimated arrival for your frame. Should you have additional questions at this time, please contact them directly at ************* for direct assistance.S. G.
Date: 07/27/2023
We want a credit to our account for the trouble you have caused. That number does not consistently give you someone to talk to and you never escalate internally even after us constantly asking to speak to someone higher up.
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