Complaints

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:12/21/2022

  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.

  Purchased windows, doors, and storm doors through Universal Windows Direct on January 19, 2022. Salesman measured, another employee came out to check measurements a 2nd time. They were both told it needed to be a complete tear out but neither one of them measured for a complete tear out of the windows and doors so the contract had to be changed and more money borrowed due to their negligence. Each time delaying our install 12-14 weeks. Install was finally scheduled September 30, 2022 however when the installers arrived they were unaware it was complete tear out and didn’t have all the necessary products to complete the installation. They tore out the front door only to realize the door frame was not wide enough but did their best with what they had to install the front door. The remeasured for complete tear out before they left. We contacted them November 2, 2022 regarding wanting our installation complete by the end of November and was told that wasn’t going to be possible. They assured us that they were putting a rush on this. Our next installation date was suppose to be tomorrow December 22, 2022 but we were informed today that it wasn’t going to happen as this needs to be a 2 day install and they don’t know where our doors are that we’re supposed to be ready by December 19,2022. We wanted this done before this winter. Please help us resolve this matter as we have been paying on the loan for this since March 2022.

  Business Response

  Date: 12/27/2022

  Thank you for the outreach on Complaint ID #********. We would like to apologize if the delays to this customer’s project have caused them any frustration. It is never our goal for a product to come at the incorrect size, and as soon as it was discovered, we did place a reorder to get the sizes needed. To make sure this is taken care of as soon as possible, we will be reaching out to the customer directly with updates on next steps, and to coordinate the return visit for both the remaining windows and the door. We appreciate the chance to respond, and we look forward to getting this resolved for this customer.

• Initial Complaint

  Date:12/19/2022

  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.

  Universal Windows came out and did an install job on Sept 8 2021. The job was not finished and over half the windows were not finished properly leaving part of the interior wood exposed to the elements. We heard nothing from them for 6 months. They sent 2 guys out and they said they didn’t have the correct break to bend the metal to cover the windows correctly. Now they refuse to send anyone out until we pay the full about owed.

  Business Response

  Date: 12/23/2022

  Thank you for the outreach on Complaint ID #********. We will be reaching out to the homeowner in attempt to schedule a return visit to finish the remaining work on the exterior of the home. This homeowner's products are installed, and what we have asked them for is to pay a portion of their balance due ahead of our next visit, as the products are installed. We will be reaching out to them to discuss our return visit and the final balance, and we appreciate the chance to respond! 

• Initial Complaint

  Date:12/05/2022

  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.

  Over a month ago I had Universal Windows come out to install 4 windows and a sliding glass door. Well they showed up and the basement window and the sliding glass door were measured wrong and they could not be installed. While I understand mistakes happen I was ok as they said no worries we will reorder them and get them installed as soon as they are in. All good. They installed the 3 that were measured right. After they left and I looked more closely the 3 they did install were wrong as well. I live in a Condo and they all have to be the same. WHICH I DISCUSSED WITH THEM BEFORE ORDERING AND STRESSED THIS OVER AND OVER. The grids were all wrong and they didn't even match from first foor and 2nd floor. I reached out that night to let them know, then called first thing the next morning as well. I tried SEVERAL TIMES to get in touch with the person I spoke with and confirmed all the details and got the run around. After 3 calls prior to noon I finally got someone else and told him the issue, sent pictures and waited for confirmation my email was received. After hours of not hearing back I tried to call and AGAIN got the ruin around and had to leave a message. That was a Friday. Monday came and still nothing so AGAIN started calling and got the run around AGAIN after my 3rd call I finally got the guy that I sent the pictures to and he said "Yea I got them" (good to know) and we will get it taken care of. That was a month ago and I have not heard from anyone. No apology no update NOTHING. THIS IS THE WORST EXPERIENCE I HAVE EVER HAD AND ADVISE ANYONE THAT READS THIS NOT TO USE UNIVERSAL WINDOWS. Had they reached out and apologized and kept me posted on what was going on everything would have been fine BUT I still only have 3 of the 5 windows that I paid for, which are still wrong, and have not heard a word from anyone at Universal Windows. HORRIBLE CUSTOMER SERVICE.

  Business Response

  Date: 12/07/2022

  Thank you for reaching out to us on Complaint ID #********. We had the chance to review this customer's project with our Operations team, and also got to reach out to the homeowner directly to discuss. We have placed the order for the parts (window, sashes) needed after our initial visit. We are also working with her on her shutters. We will continue to follow up so that we can ensure that this gets resolved as soon as possible for the customer. We appreciate the chance to respond. Thank you. 

  Customer Answer

  Date: 12/07/2022

  I am rejecting this response because:  while they addressed some of the issues in this response they did not mention the 2 windows that could not be installed because they were measured I correctly. They did mention it to me in our brief conversation,  until the job is completely finished I am not comfortable saying I am happy.  Based on my experience so far I am not confident that it will be taken care of.  I was told these items were ordered a month ago and now I'm told there is no record of any of this.  
  
  Regards,
  
  **** ******

  Business Response

  Date: 12/22/2022

  Thank you for the additional response on Complaint ID #********. We had our technician out this week to get the measurements and paint color of the shutters in question. He has provided us with that info and we are working to get the shutters ordered and ready to go so that we can replace the broken ones. As stated prior, the products that had to be reordered have already been ordered and are in production. We appreciate this homeowner's patience as we await the product's arrival to our warehouse so that we may schedule our return visit. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 12/22/2022

  That is all true but until the actual work is all completed I would like to keep this open.  I only heard from them because you got involved so I am afraid if you do not remain involved they will revert back to not responding.  Thank you so much. 
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/21/2022

  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.

  UWD did a poor installation of my patio door resulting in leaks that rotted my subflooring. UWD accepted responsibility and after a month came out and made temporary repairs in August. After several additional weeks, they removed and reset the patio door and I was told to have the subflooring replaced and turn in the costs for reimbursement. My laminate floor had to be replaced to correct the rotted subflooring and I kept in contact with Tim Ebright of UWD every step of the way. The work was finally completed 10/8/22 and I promptly submitted my reimbursement request. After numerous calls and emails, I was told charges where approved and a check would be issued. UWD now will not return calls or answer emails and I need help collecting $2,255.27.

  Business Response

  Date: 11/23/2022

  Thank you for reaching out on Complaint ID *********. We sincerely apologize for the delay on the reimbursement check that was promised to this customer. We are working with our accounting team, and the check will be cut next week, due to the short work week this week with the holiday. It will then be mailed to the customer directly. We appreciate their patience and look forward to having this resolved for them quickly! Thank you for the opportunity to respond. 

  Customer Answer

  Date: 12/06/2022

  I accept the business's response to resolve this complaint. The business was unfortunately unresponsive until we got the BBB involved to get our money promised to us for 2 months.

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

• Initial Complaint

  Date:11/15/2022

  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.

  Windows were ordered on 5/5/2021 specified as per the contract (attached) The salesperson specifically said we would not have to pay anything beyond the 40% down payment until the order fulfilled with all items listed on the contract. This was confirmed on the day of initial install (October 2021) when the installers asked for payment, but then called the office after ******** (my spouse) mentioned what the sales rep said, and the contract clearly shows the “PetMesh” on all windows and “Obscured / Tempered” in the bathroom. This was put in writing on the tablet used by the installers, and we did not agree that the work was completed. In February 2022 a technician visited with the obscured/ tempered bathroom window, and did not have the PetMesh Screens. This person stated that he would put in the request for the screens, and specifically stated that he “wasn’t even going to ask for payment since they didn’t get you everything you ordered”. This technician used his tablet device to enter this information and said that it may be a while, as things are backed up due to Covid-19 supply chain issues. In July 2022 we received a phone call stating that we had an unpaid balance. We explained the situation asked if they had the PetMesh screens ready yet, and the customer service/ collections agent said that the balance would need paid before any other work could be performed. I asked to speak to a supervisor and discovered that the technician in February had not actually put in any request for the PetMesh screens. The supervisor agreed to send a technician out who could change the screens, within a week, and I agreed to pay in full upon completion. The technician arrived and he stated that the type of screen / window frame that was installed is NOT compatible with the PetMesh that was ordered and that they would have to order that. He made sure to show me that he was scanning the window barcodes and submitting the request properly, but again stated that it may take a few months to arrive. In October 2022 ******** received a collections letter (attached). I called UWD and spoke with someone who claimed to be “the highest person you can speak with” and was told there was no one higher than her, as the company owners won’t respond. This representative stated that the PetMesh replacement was considered “warranty work” (even though this was part of the initial order, and not damage etc.) and that absolutely no further work will be performed until they receive payment of $5778 (greater than the $5250 outstanding on the contact). I offered to make a partial payment in good faith, and she stated that the entire amount would need to be paid.

  Business Response

  Date: 11/18/2022

  Thank you for the outreach on Complaint ID #********. We had the chance to speak with the customer about their project today, and we appreciate the opportunity to do just that. We have corrected the discrepancy on their account regarding the balance due. We also have scheduled our return visit to get the new screens put in and to do a walk through of their project. We look forward to the upcoming appointment so that we may get this wrapped up for them. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:11/15/2022

  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.

  Constituent calling regarding Universal Windows. The constituent purchased windows from them. A subcontractor actually installed the windows and did damage. The contractor has scheduled to come and fix damage that was done, but they have cancelled and rescheduled many times. The total balance is about $10,700.

  Business Response

  Date: 11/16/2022

  Thank you for the outreach on Complaint ID #********. We have reached out to this customer and left two voicemails to get some additional information regarding his claims in the complaint. From our notes, all of the product has been installed and we do have a replacement mainframe on order, as part of our lifetime warranty, to replace one that is damaged. We also would like to get some additional information about the repairs he made on the project. We look forward to hearing back from him so that we may bring this to a resolution as quickly as possible. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 11/16/2022

  I accept the business's response to resolve this complaint.
  Regards,
  **** ******

• Initial Complaint

  Date:11/02/2022

  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.

  Contracted with Universal windows Direct of Columbus to install windows. The windows were installed on 9-9 and there were many issues. Window tilt in latches did not operate properly. Trim on some windows were not installed correctly. Aluminum cladding on outside was sloppy and not installed correctly. I have been in contact with them many times since Sept. 9th. and they just keep stalling resolution. Not returning my calls, not showing up when scheduled. Can you please investigate this issue to get them to complete what was promised? Thanks **** *********

  Business Response

  Date: 11/01/2022

  We only serve the Cincinnati & Dayton DMA areas. This is out of our area of service and is not our customer. Please transfer to the right location.

  Business Response

  Date: 11/09/2022

  Thank you for the outreach on Complaint ID #18339161. We would like to first apologize if our communication has fallen short of this customer's expectations and our own. We had a chance to review his account and reached out to speak with him directly. We would like to get one of our experienced team members on property to inspect and assess his project so we can determine the next steps in order to get this resolved.  We look forward to his call back and getting on property. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 12/15/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18339161
  
  I am rejecting this response because:  The company sent installers to complete the unfinished job on 12-12. However, They completely missed one window. Also, they were unable to complete the inside work because my wife and I had COVID.  The production manager said he would call me this week to reschedule the inside work. As of Thursday 12-15, he has not contacted me. I will update this when I am contacted.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 12/20/2022

  Thank you for the additional response on Complaint ID #18339161. We were not able to complete the interior work as the homeowner and his family in the home had COVID. We are committed to getting the remaining work completed, and our team will be reaching out to get this scheduled. We appreciate his continued willingness to work with us on this, and we look forward to getting our last visit scheduled. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:10/12/2022

  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 installer told us from the start that we paid too much for our windows. As he put it, he's just being "all the way honest" about it. He was insistent that he could get the job done in one day, despite it being billed as a two-day job. He made it clear that he had "ten more windows to install tomorrow" and would have to finish in one day. On arrival, he was unaware that he would be cutting an opening for the sliding glass door as part of the project. Rushing to finish this obvious two-day project in one day, he and his partner finished hours after sunset and were on site until 9:30 pm. 3) This meant we were not able to see the workmanship until the following day. There is no way they could have completed the remaining interior trim, or cleaned up inside the house without spending several more hours on site. In an effort to expedite the process and end the day at a (somewhat) reasonable hour, we were left cleaning up the inside of every room in the house and were inclined to finish the interior trim on our own. Please understand that we were already well past our three-year-old daughter's bedtime, with school in the morning, and her's as the last window installed. The intrusion and insistence on finishing in one day also made it difficult for her to take a private bath. 4) Upon daylight inspection, the mess left behind, and the poor workmanship was quickly apparent. There was a significant amount of trash, nails, screws, scraps of metal, and a number of cigarette butts littering the job site. All of which had to be gathered up to avoid injury. 5) There is white caulk on our siding, brick, steps, and shutters. The caulk job overall is surprisingly sloppy, with many gaps, smudges, and rough edges. Likely because it was done in the dark, at the end of a long day as the crew rushed to finish the job. 6) Some of the windows are installed at an angle leaving window sill Unfortunately, only part of our list can fit here The list has 17 items on it.

  Business Response

  Date: 10/17/2022

  Thank you for reaching out to us on Complaint ID #********. We want to first apologize if this homeowner's installation experience fell short of both their expectations and our own. We had a chance to review their feedback and the photos they provided. We were able to reach out to them and get their walk through appointment moved up to today, 10/17. After our team has a chance to do a walk through of the install, and draw up the punch list of work that needs completed, we will work with this customer to ensure that their concerns are resolved as quickly as possible. We appreciate their willingness to work with us and we look forward to our upcoming appointment to help bring this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 11/15/2022

  Hello,
  We have been working with Universal Windows Direct to correct the many issues we have had with our installation and overall experience. The complaint ID number is ********. The following is our follow-up letter to Universal Windows direct about our complaint. 
  
  Hello,
  As per our discussion with the gentleman who inspected our initial installation and deemed it not up to the company's standards, the following was supposed to occur.
  
  Windows installation would be re-done including:
  - re-setting and recapping several windows to cover prior caulk mess and correct uneven windows. (8 of the 11 windows needed this done.)
  - replacement j-channel
  - new trim for all windows and sliding glass door
  - everything caulked and sealed properly
  - shutters re-hung with new pins and hung correctly and securely
  - a broken piece of the window in the kitchen replaced
  - caps for screw holes in the window frames
  - a stop for the sliding glass door
  - glass with manufacturing flaws replaced
  
  Between the initial installation and the correction installation, a wind storm came through and blew off multiple shutters on our house, cracking one of them. This is directly due to the improper re-attachment of the shutters by the initial installers. As documented in our initial complaint.  
  
  The correction re-installation was scheduled for Monday, November 7th, but the crew assigned to it had truck issues, and the install had to be moved to Thursday, November 17th. Although we do understand things like this happen, it was still a major inconvenience. We have rearranged work, childcare, and life schedules multiple times for this project. It has caused my husband and me to have to take more time off work than anticipated and has been a significantly disruptive and stressful process. 
  
  The second set of installers were great and did a nice job. The second crew was shocked and appalled at the poor quality of workmanship from the initial installation.  They addressed many of our concerns, but there are still a few issues that need attention. 
  
  1) They were not given the properly sized trim to trim around the sliding glass door as we were promised would happen. Thus, the sliding glass door needs interior trim to be placed around it still.
  2) The broken piece of window has not been fixed, as they did not have the part.
  3) The glass with manufacturer errors has not been replaced, and we are still waiting on those pieces to be made.
  4) They were not able to get all the caulk off of our siding and brick from the original installers.
  5) Caps for screw holes in window frames and the stop for the sliding glass door were not given to the installers, nor was the need for repair communicated with them. 
  5) They did not have the new pins for the shutters to re-hang them. We were promised the second installation team would have these and fix the shutters. We also now have a cracked shutter that needs to be replaced and matched to the existing shutters. If a match can not be found, we request new shutters to be provided or reimbursement for newly purchased shutters. 
  
  We expect all of these concerns to be rectified fully. In addition, we request a good faith credit against our balance due of $7,000. This credit would offset the cost of the extra time taken off work, changes in childcare, ongoing repairs needed to the existing structure, replacement and installation of shutters, energy bill increase from living with unsealed windows throughout the entire house, the overall discomfort of living in a home under construction for two months and counting. Not to mention, the original installer made it clear we had paid too much for these windows, rubbing salt in the wound. We appreciate all the effort to correct all the wrongs that have occurred but in no way can we fully give this company a good review or consider ever referring anyone in the future with our current standing. We would need to feel comfortable that we have not overpaid for our windows and overall unfortunate experience.
  
  Clearly, there is still much that needs to be fixed before this project is complete. This means we will need to take more time off work, lose more of our personal revenue, and a continued inconvenience. We look forward to hearing back from Universal Windows Direct about the list of repairs still necessary and addressing a credit to our balance. 
  
  Best regards,
  ********* *** ******* *********
  

  Business Response

  Date: 11/18/2022

  Thank you for the response on Complaint ID #********. We are aware of the additional service concerns that have to be addressed, and appreciate the list provided by the customer to ensure we are all on the same page. We apologize if there was a miscommunication around the expectations of this last visit, but the sashes and frame that had to be ordered to correct the defects have not yet arrived, and would not have been present at the time of the crew's last visit. We would like to schedule our return visit once we have confirmed we received all the remaining needed parts from our manufacturer. We appreciate this homeowner working with us on the scheduling of our return visits, and look forward to getting our next appointment on the schedule as soon as we have confirmation all of the parts have arrived. We understand their request for compensation due to the timeline and events of their project, and are committed to discussing this with them. At this time, our priority is to ensure that this remaining work is completed. 

  We will be in touch to schedule upon receipt of the remaining items we are waiting on and we look forward to getting this to a resolution with the customer.  Thank you for the opportunity to respond! 

• Initial Complaint

  Date:10/05/2022

  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.

  Originally ****** ****** signed us up for a 6 year loan with a 10% interest rate. When we were told it would be 36m loan with 0 interest. Batit and Switch. As soon as I found out the loan was not right I conected both companies. Company drags its feet. Claims they are always in a meeting. Rarely actually call me back just to give me more run around. I've even tried opening a second loan. They won't remove the first loan with green sky. Conacted both companies every day for a month and no resolution. Last call they told me I couldn't even cancel now. I would like them to cancel the order and not have to deal with this nightmare ever again. No product or service has been given.

  Business Response

  Date: 10/06/2022

  Thank you for reaching out to us on Complaint ID #********. When this customer signed off on their agreement with the Sales Representative in their home, they signed off of a 120 month plan with ******** with a 9.99% interest rate. Once the customer called in to let us know he was wanting to change that, both our Financing Manager and our Sales Manager have been working with him to get him the plan that he wants it changed to. He will just need to call ******** if he would like to move forward with changing his plan, as has been discussed with him. 

  Otherwise, we do have his product in our warehouse and are ready to schedule his installation once he has his payment plan information secured. We look forward to hearing back from him so that we may schedule his installation. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/06/2022

  This is what I am talking about. No one seems to know whats going on in this company with the account from person to person. Last I talked to Eric....

  I am canceling the project, and being forced to buy the windows. I have been told incorrect information multiple times, and ******** can confirm it about changing the plan. They should be sending me the cancellation email. They still have not. I was told I have to pick up the windows. They need to refund the unauthorized ******** account still. 
  Regards,
  
  ***** ***

  Business Response

  Date: 10/07/2022

  Thank you for reaching out on Complaint ID #********. We have worked with this customer and are proceeding with the cancellation. We appreciate the opportunity to work on this and bring it to a resolution. Thank you. 

  Customer Answer

  Date: 10/11/2022

  I accept the business's response to resolve this complaint. While not ideal, and I later found out the guy who measured the bottom window didn't measure it right. I do have the windows, and they are installed now. I also think it was wrong of them to tell me my warranty is void, because they didn't hire the people who installed them! Thank you BBB, as when I went to pick up the windows the only words to me were. "Are you going to take care of that BBB complaint?" I know your involvement was the reason they started being nice again, and didn't drag their feet, and took care of the bad loan they signed me up for. Thank you BBB.
  Regards,
  
  ***** ***

• Initial Complaint

  Date:10/04/2022

  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.

  Universal windows installed 9 windows in my home about 3 1/2 years ago and i complained about 1 of the rain glass window texture being put in backwards. I also complained that one of the frames was installed crooked. Every time I talked to someone all they wanted to do was sell me doors. Never once has anyone come to my home to solve the issue. Over the last 3 years they have been told stop calling unless you fix the issues. Now in the last 2 weeks they have called twice and today i told them i will report them to the **** ** if the called again unless it was to solve the ongoing issues.

  Business Response

  Date: 10/12/2022

  Thank you for reaching out on Complaint ID #********. We would first like to apologize if the communication outreach from our estimates team has caused this customer any frustration. We can let them know he is not interested in purchasing doors at this time, and to cease the outreach. Our Service Department would be happy to reach out to have someone come inspect his concerns with the windows. We appreciate his feedback and look forward to connecting on his service concerns. Thank you for the opportunity to respond.