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:07/15/2022

  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.

  We installed gutters in 2021 through universal windows direct. We asked them to come back out in February because they were not draining appropriately and needed repaired. They sent someone out to make sure there was a problem and were told they would contact us to schedule a follow up. I have not heard from anyone since that time. I have called them at least once a month and have talked with **** - the manager. He tells me every time that they have a new contractor and they will escalate for this contractor to call me and get me scheduled for service. I reached out to ****s manager in June and left a message, but they did not call me back either. I am going on 6 months without a heating from their company. I need help at this point because my gutters are leaking and not working appropriately. Thanks!

  Business Response

  Date: 07/19/2022

  Thank you for reaching out on Complaint ID #17515351. We apologize if any delays in communication have caused this customer any frustration. We are aware of the service concerns on their gutters and have reached out to discuss the efforts we are working on to bring a new crew to the market to ensure that we get this handled as quickly as we can. We appreciate the homeowner's willingness to speak with us as we work to coordinate the scheduling of this return visit, and we look forward to getting this all taken care of. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 07/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17515351
  
  I am rejecting this response because: I have been contacting this company since February to complete this matter. Aside from the lack of completing my request, they have not communicated with my appropriately and I have several phone messages that were never answered or returned. Including call back requests from the managers and supervisors who never returned my calls. I understand that they are having a hard time contacting a crew to come out, but I was told numerous times that they had a crew in place and that I was a top priority to have the work completed ASAP. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 07/25/2022

  Thank you for the additional information regarding Complaint ID #17515351. We do apologize if the homeowner was promised a call back from a manager in the past and if that did not occur. They have been able to speak with our Senior Operations Manager and their appointment is scheduled for this week. We appreciate the chance to respond and look forward to this visit to get everything taken care of. Thank you! 

• Initial Complaint

  Date:07/01/2022

  Type:Order 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.

  Signed an agreement with Universal Window Direct on 4/30/21 to install 11 windows. Measures were taken on 6/11/21. Installation was scheduled for 8/20/21. We were told it was a one day Installation. Contractor came on the 20th but said we don't have all the materials, we can install the windows and come back in another couple weeks to do all the trim work or we can reschedule and do all the work in one day. We chose to reschedule and get the work done in one day. The install was rescheduled 8/24/22. A different contractor came started the work. Did not finish. Contractor said they would be back the next day. Contractor came the following day and worked a half day until it started to rain. Job wasn't finished, they would be back later in the week. From this point the nightmare started. I never heard from anyone unless I called them. The job would have been forgotten if I didn't repeatedly call them and wait for a call back. Sometimes I got a call back and sometimes I didn't. I got the next install date of 9/14/21. No one showed up. I started calling. I got the next install date of 9/23/21. No show. I spoke to Greg in operation on 10/4/21. Told him at that point I had made 10 calls speaking to customer service in attempts to get this project done and I felt the cost of the project should be reduced to the poor service and the time I had spent repeated calling and waiting for contractors who don't do their jobs. He agreed with me that I had waited an excessive amount of time and a monetary adjustment was reasonable. He said let's get the windows installed, we can discuss that later. Date scheduled for install was the morning 11/5/22. Contractor here3pm. Worked outside in the dark until he said the job was complete then asked for payment. I believe I paid him everything but $2500 of the total cost of $17,000 project knowing an adjustment had been discussed. Never heard from UWD until May. Issues remain. Not willing to adjust remaining due.

  Business Response

  Date: 07/07/2022

  Thank you for reaching out on Complaint ID #********. We appreciate the feedback that this homeowner has provided regarding her experience. We were able to speak with her this morning regarding her compensation request and getting this resolved. We have reached a resolution with her, and we appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 07/08/2022

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

• Initial Complaint

  Date:06/06/2022

  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.

  My elderly father bought doors from this company and has never received them and has been paying on them for about 4/5 months now sales person was supposed to contact me are my husband about cost on having them delivered to him and have not heard anything when my father called them nobody seems to know anything so why is my father paying $5000 for doors he’s never received I’m thinking they scammed my father and I’m not at all happy about that!!!

  Customer Answer

  Date: 07/05/2022

  I am following up with a complaint I filed against Universal Windows Direct. Attached is information supporting the claim I originally made. I have a typed statement sent to ******** Consumer projects from my father, as well as an article stating ******** ******** ******** *** **** *** ******* ***** ******* *** ********* ** *** *********. In addition, I am sending my father’s original order confirmation and the updated version of this document with the siding and labor price taken off. If any other information is needed regarding this case, please reach out to me.
  

  
  

  Business Response

  Date: 07/08/2022

  Thank you for reaching out to us regarding Complaint ID #********. This homeowner originally entered into an agreement with our company for siding and door replacements. The siding portion was removed from the agreement in December of 2021, and the door portion of the project was ultimately cancelled as well in April of 2022. Our Sales Manager worked with the homeowner directly on the cancellation of the door project as there was a fee associated given that it the cancellation request was outside of the rescission period outlined in our agreement. The customer signed off on the payment of this fee to be financed through ********. We are not sure of the exact area of concern given the information provided in the Complaint, but would be happy to provide any clarity needed. Thank you for the opportunity to respond!