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:09/19/2022

  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.

  A salesman from Universal Windows Direct sold us 2 sliding glass doors in Late May or early June of 2022. We were told that they would install on June 22 of 2022. When they came to install, they took one door out then found that both doors had been measured incorrectly. The JUST got the new door to fit, but it is warped and they said they would be back to replace it and the other one I had ordered. They said I would get a call that day from a manager. I did not receive that call. I called multiple times to speak to a manager, only to be told, repeatedly, that he would call me back. After the 5th or 6th call from me, a manager deigned to call me back, telling me the doors would be shipped soon. After 2 months, I began to think 'soon' was their word for 'whenever we feel like it.' I called on numerous occasions and received no callbacks. I finally caught the manager in August and he told me there were some delays. No **** ********. The scheduler finally called me on September 13 to schedule my installation for today, September 19. Today, the manager called me to inform me that the doors would not be installed today and I needed to take yet another day off of work. I've had it with them. I want my money back and remuneration for the day I took off from work. Given my choice, I'd burn their business to the ground and salt the earth so nothing would grow there again. However, I am a law-abiding citizen and I'll settle for dragging their company name through the mud.

  Business Response

  Date: 09/21/2022

  Thank you for the outreach on Complaint ID #********. We apologize for the frustration that this homeowner has felt with the timeline of their project. It is never our goal to have a product be made at the incorrect measurement, but we did get the appropriate measurements needed for this customer's project and we are ready to complete the installation. The installer needing to call off the day of the appointment was a factor we could not have predicted, and we do apologize for any additional inconvenience that it has caused this customer. We remain ready and eager to complete the install, and we look forward to the customer returning our Operation Manager's call so that we can talk through next steps. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/05/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had initial consult on 9/29/21 and went into contract with half of the money of $4785.00 pd on 10/1/21 after negotiating price of project. Was told it would be approx, 3 months for install on 3 windows and 1 patio door. Did not hear anything about project/install for 5 months. Email received 3/18/22 stating product was delivered to warehouse. 1st attemp at install was 4/11/22 and had no show d/t "truck breakdown". Husband took day off work without pay to be home. 2nd attempt was 4/18/22, no show due to "inclement weather". Husband had 2nd day off work with no pay to be present. Called Tim (project warehouse manager of Columbus market) voiced concerns over timeline and loss of wages. Was told he would get back with me, no follow up. Installers came with product on 5/2/22, had wrong color windows and trim didn't match, wrong color door per installers. Put one window in, husband left work early to see product, installers left with incorrect product and left in window installed without trim/finishing. Was told would be placed on rush completion as job was already started. 7/11/22 talked to Tyrone McNeer (operations manager in SC/GA) was assured call back after checking into issues, no call back. Left VM 8/8/22 to Tim, no call back. 8/15/22 talked to Tim on phone regarding install and price adjustment was told he would follow up and install set for 8/26/22. Husband off work for install, product still incorrect color/trim and door was same door originally brought and had broken trim/beat up. Talked to Mike Huffien (operations manager-Pittsburg PA) on day of install regarding issues was assured would follow up and personally guaranteed me he would get back with me/husband that day. No follow up. Almost 1 year later and half of money gone, still no product and horrible customer service. We want out of contract with horrible company and want our money returned immediately.

  Business Response

  Date: 09/08/2022

  Thank you for reaching out on Complaint ID #********. We apologize for the delays in this customer's project, both in timeline and in communication. We certainly never intend for that to occur. We will be reaching out to the customer directly to discuss their project and next steps so that we may come to a resolution with the customer. We appreciate that chance to bring this to a resolution, and we look forward to working with this customer. Thank you for the opportunity to respond. 

  Business Response

  Date: 09/13/2022

  Thank you for the additional outreach on Complaint ID #********. We had the chance to speak to this customer directly about their project, the communication efforts, and to begin working through next steps. We will continue to work with this customer so that we may come to a solution for the concerns that they have highlighted in their complaint. We appreciate their willingness to work with us and look forward to bringing this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 09/20/2022

  I am rejecting this response because: We still haven't reached a mutual agreement on issues they are unwilling to address caused by miss representation from representatives of company 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/29/2022

  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.

  Universal Windows Direct – Columbus, OH Day 1 – 7/25/2022 – The crew showed up four hours late past their arrival time indicated from a phone call the previous day and was only on site for 90 minutes. During that 90 minutes they were able to incorrectly install two windows while the entire team argued with each other. I heard several of them cursing at each other and I have a video of them throwing their hands up at each other and yelling at one another. They ended up leaving without an explanation and we were left with a disassembled house, ready for them to install windows. I sent an email to their district manager and never got a reply (email #1). Day 2 – 7/26/2022 – New crew (2nd crew) showed up and they were able to fix the two windows from the previous days installation and install about 26 more windows out of the 32 required for the house. The crew shattered around 6 windows and left glass all around the property. This crew left messes everywhere around the house and inside of it. I also saw them standing and sitting on my dryer which cause the top lid to dent in a few places. I spent two hours cleaning up all the broken glass and metal everywhere on the property. I also found three screens laying on the ground, in the rain, around the outside of the house. Again, the crew left and didn’t tell anyone if they were coming back again. I ended up speaking with the Chicago supervisor and they would pass my info on to the local supervisor. Day 3 – 7/27/2022 – No Show and No call to complete installation, house is still taken apart to allow window installation. Email sent to local supervisor (email #2), no response. Day 4 – 7/28/2022 – No Show and No call to complete installation, house is still taken apart to allow window installation. Email sent to local supervisor (email #3), no response. Day 5 – 7/29/2022 – New crew (3rd Crew) shows up and notices the previous two crews did not remove the old window frames and did not put insulation around parts

  Business Response

  Date: 09/02/2022

  Thank you for the outreach on Complaint ID #********* We would like to first apologize if this homeowner felt as though he was not getting any movement or response on his project. We understand that there were missteps in the communication with the customer, and we look forward to correcting that going forward. We had the chance to speak with the customer directly, and will be putting together a service plan for next steps to ensure that his concerns are resolved in a timely manner. We appreciate his willingness to speak with us and we look forward to getting our next visit set up so that we can get everything completed to his satisfaction. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/13/2022

  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.

  I had new siding put on, I have contract that specify that I have new 3/8 insulation and a full house wrap installed, so project is done and I notice that there is no house wrap, I called them and stated the house wrap, so they send out technician, and he looks at it no wrap, I’ll call manager he said, we’ll no answer, he said call in few days so I did and manager not available he’ll call you later. This has been going on for months now. All I ask is to reimbursed for house wrap which they said it doesn’t do anything, so why did it when they sold it to me on project in beginning. I told tech that cost of wrap and benifits of that moisture barrier and long term energy savings is why I got it, so it’s either pay me for that or take off siding and wrap it, he said they don’t want that, I said I bet they don’t but I just want it right that’s all I ask

  Business Response

  Date: 08/22/2022

  Thank you for reaching out on Complaint ID #********* We appreciate the chance to review this homeowner's complaint, as well as their project to help bring this to a resolution. We have brought in our Sales Manager on this situation to ensure that we can get the discrepancy between the agreement and what was installed resolved- he has reached out to the customer to discuss the options for next steps. We look forward to the chance to speak with the customer, and we appreciate the opportunity to respond. Thank you! 

  Customer Answer

  Date: 08/22/2022

   They called today I was at work, I returned call, no answer left voicemail. Message said we have you upgrade to foam from house wrap, I paid for both, also said house is nothing but paper and doesn’t do anything. Then why did they sell it as more than that. It’s been game of cat and mouse calling no answer, I just want to resolve this, reimburse me for what i paid for, he said it’s $15 square foot so they should come measure house and pay me that 

  Business Response

  Date: 08/23/2022

  Thank you for the updates on Complaint ID #********. We were able to speak with the customer today to get to a resolution. We will be sending out a refund check to the customer for the cost of the house wrap. We appreciate his patience and the chance to get this sorted out for him. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/29/2022

  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.

  Description: Constituent purchased a patio door for $3500.00 on 5/6/22 with Universal Windows for installation 7/13/2022. Company no showed. Company arrived on 7/20/22 only to find door was mis-measured and it will take an additional 4 weeks for a replacement. Company is unwilling to refund money.

  Business Response

  Date: 08/03/2022

  Thank you for reaching out to us on Complaint ID #********. We would like to first apologize for the missed appointments and any confusion or frustration that a missed appointment has caused this customer, as that is never our intention. We were able to schedule our return visit for today, and we look forward to getting this resolved for the customer as quickly as possible, and their installation completed. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/27/2022

  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.

  Scheduled window installation in November of 2021. Whole home windows and one sliding door was ordered at this time. In January of 2022, we were informed that the windows were ready and installation would done. When the installer arrived we were told that the windows were measured wrong and they would either have to reorder the correct size or the company would tear out the existing frames and install new ones. We agreed to the tear out. After installation we discovered that several windows were leaking along with the siding glass door ( which was also incorrectly ordered, we requested a left side door and a right side door was installed). After several calls the installer finally came back and caulked around the leaking windows and said that he would send out a painter for the ceiling damage. We also discovered that during the tear out process the wood form the old windows was thrown out of the upstairs window onto our deck and damaged the deck. We told him of this issue and he said he would notify his manager and send someone out. After weeks of waiting, and numerous calls, texts to the installer someone came out to “fix” the ceiling. We then discovered that the window was still leaking along with the sliding door and after numerous calls someone came out to take pictures of the window, door and deck. Weeks went by and after more calls, they sent someone else out to put more caulk and a few nails into the trim around the door. He again took pictures and said someone would be in contact. It is now 8 months later, and after each call to them we are told that “someone” will get back to us”. We would just like the deck repaired and the ceiling fixed.

  Business Response

  Date: 07/28/2022

  Thank you for the outreach on Complaint ID #17631205. We would like to apologize for any delays in communication that this customer has experienced. We are so sorry if it has caused any frustration to the customer and we are working to get this resolved as soon as possible. We were able to speak with them today and we are working on the punch list of next steps to ensure that we get their remaining service items taken care of. We will continue to stay in touch as we work to get our return visit scheduled, and we appreciate them working with us to get this finished up. 

  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:07/25/2022

  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 February 18, 2022, Universal Windows Direct installed 7 windows and 1 sliding door. They took all day long up to 8 pm to finish. I am assumed everything was fine, until the following morning where I made numerous discoveries of the problems they left behind. I went out my front door and suddenly saw excess debris (broken glass, nails, a razor blade, old caulking, cut and sharp pieces of aluminum, rusted screws) all over my front patio and my entire front grass area and my front garden. I also found excess glue residue on my next door neighbor's driveway. I went back to where my deck is located and found the same debris (except the razor blade) all over my back deck and the grass area next to my deck. I also found glue residue on my air-conditioning unit. I went back into my condo and found similar debris at each of the windows and the sliding glass door. Absouletely nothing was cleaned up. They left dirt smudges on all of the windows and the sliding glass door. When they installed the 2 windows in my bedroom, I found metal shavings on my awning cover, where they had to drill to install the windows. I also found debris on the roof area that covers my front patio regarding the upstairs window. I also discovered that my 2 downstairs windows did not lock. I aslo found broken glass by my dumpster, which matched the same glass I found on my front grass area. To say the least, I was furious. I should not have to play Quality Control for this company. When I called their Columbus office they told me they could not get anybody out for 10 days. So my personal safety and security was a great risk for 10 days, because I could not lock my downstairs windows!!!!! This is not how you treat the customer. I spent over $12,000 dollars and I have to be Quality Control, Clean up crew and be treated like dirt during this process. I also discovered that my sliding glass door frame was left with a 3/8" gap at the bottom. 2-1/2 months later everything was fixed.

  Business Response

  Date: 08/05/2022

  Hello,
  I received the below email about Complaint ID #17621355.
  
  This complaint was already attempted to be sent through once, last week, but was closed out as it did not fit the scope of the BBB complaint portal. I was hoping to understand why it was back?
  
  Please let me know. Thanks!
  
  Universal Windows Direct
  
  “You'll be saying...I love my windows!"
  
  ******* ******** / Customer Experience Manager
  
  P: ************

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered new windows and were sold on the “higher quality and install”. The job started 6/21 and is still lingering on today. I’ve taken off 5 days of work where they did not show at all or came unprepared for the job costing me well over $6,000. They have left our home in disarray all but one of the times they came to our house. Twice they left trash and tools. Twice they have left holes in our wall that are allowing water into our home. Additionally, we have received almost no communication after our initial issue. An installer named Ransom has been my only source of proactive communication. The company refuses to help or take responsibility despite ensuring us that this will all be taken care of. Every single window has to be reset and rehung. Twice installers have failed to properly install the windows. Screens don’t stay in and three windows won’t stay open. They installed finishes that should have been done AFTER the siding. Tim the project manager refuses to offer help or transparency into why we have encountered these hurdles. I just want my old windows back at this point as this has been a massive headache. Random, the installer informed me that We paid $18,000 for siding (a job they expect us to move forward with despite poor craftsmanship and installation of our windows.) We paid $16,000 for the windows. We financed both of these and at this point, I’m willing to pay for cost of goods but I refuse to absorb their labor costs and install costs when it has cost me money to be available to them and keep them on track for this project. JP R***** is who I last spoke to after email the VP by finding him on ********. Here is his info: John P*** R**** **** * ****** ********* ******* ** ***** ******** ** ********************************* We are desperate for help and answers. I’ve called, emailed, left Google reviews, tweeted, and no one is actually taking ownership of the job all while the integrity of my home is compromised daily.

  Business Response

  Date: 07/19/2022

  Thank you for reaching out on Complaint ID #********. We would like to first apologize if this homeowner feels that they have had to excessively manage their project, as that is never our intention. We are acutely aware of the open items needing completed on their project, and were in contact today to schedule our return visit for the work on the window portion of the project. We appreciate this homeowner's continued patience as we work to complete their project and we will remain diligent on our follow up to ensure that we can get everything taken care of as soon as possible. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 07/30/2022

  Today the siding was to be installed and the windows completed, when the installer showed up he was misinformed on the project. The same experience that we had with the window install on day 1. He will not be able to start work until Monday as a result. 
  

  the windows are not complete, the exterior still needs finished and despite multiple at empty to discuss reimbursement for my time and the mishandling of this install universal windows direct has not been communicative regarding that matter. Work continues and this discussion has yet to take place despite multiple requests. 
  

  i will not be satisfied until this issue is remedied. My partner and I have canceled a vacation and taken days off of work in order to be available for installers to only not show up at all. With the exception of one instance installers have not had the tools or material that they needed to complete jobs same day as promised. This in addition to the increased cost to cool our home for the last month, has cost us an excess of $8,000. I expect for universal windows to reimburse us for our time and I do not feel comfortable paying for failed installation efforts. 
  

  i appreciate your help mediating this matter on my behalf.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 08/24/2022

  Thank you for the feedback on Complaint ID #********. We appreciate this customer's feedback on their project, and we do apologize that it initially fell short of their expectations, and our own. We remain willing to work with the customer to determine a mutually agreeable solution and appreciate the chance to work internally on what they have requested so that we may present a solution to them. 

  Customer Answer

  Date: 08/25/2022

  We are having difficulty making contact with anyone at this company who can aid us in navigating the financial portion of our resolution. We could use the better business bureau support ensuring that this type of communication is actually prioritized by the company now that the work is mostly complete and in a state where our home is not actively facing potential structural or elemental compromise. 

• Initial Complaint

  Date:07/19/2022

  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.

  Description: Constituent had 7 Universal Windows installed on May 31, 2022. On June 15th an inspector came because there was damage to the constituent's' home during installation and was told she could find someone for and estimate to repair the damage and they would pay. The estimate was $1,154.21 for repair on the $10,492.24

  Business Response

  Date: 07/19/2022

  Thank you for reaching out on Complaint ID *********. We are a little confused around the nature of this complaint as we have worked with this customer directly, as of last week, to let them know that the estimate that they provided was going to be covered by Universal Windows Direct. We communicated with them directly that a check would be mailed out. This issue has been handled, and the check is in the mail. Please let us know if you need any additional information. We appreciate the opportunity to respond. 

• Initial Complaint

  Date:07/17/2022

  Type:Billing 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.

  In Aug. 2021, we purchased some windows for the front part of our house. This came to be 8 windows. Now, prior to contacting this company name Universal Windows we saw their commercial about buying 1 window and getting the second window for free. Yet, we feel they did not give us the free windows because we purchased 8 at $1000 a window is $8,000. Now, we were priced over 7,600 for the window when it should be $4,000 because half of $8,000 is $4,000. No one can explain it to us. I have ask but, it still doesn't make sense. Will send receipts later.

  Business Response

  Date: 07/19/2022

  Thank you for reaching out to us on Complaint ID #********. We apologize if the homeowner felt any confusion around our offerings. We had our Sales Manager reach out to the homeowner directly to discuss, we are also working with her on the request to change the grid pattern on a couple of the windows we have replaced as well. We appreciate the customer working with us and the chance to respond. Thank you.