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:10/20/2023

  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 seen this company at a fair and a salesman came to our house. We decided to purchase the windows and paid $10,250.00 initially. Approximately a month later when they came for the measurement they said we needed to pay $750.00 more for reframing just the basement windows with new wood. Last week when they were installed I looked and they did NOT reframe them. I installed the previous windows many years ago so know what was there. After calling them several times they will not return the extra $750.00 we paid for a service they did NOT provide. We have no problems with the windows themselves so far.

  

  Business Response

  Date: 10/23/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review. We spoke with this homeowner on Friday 10/20 regarding their request for a refund and we want to apologize if there was any confusion as a result of that discussion. This customer did have a price change on their agreement to address the need for replacing rotted wood in the openings of the basement windows. This requires extra materials and labor which is why there is a cost associated. Our installers determined which wood needed removed at time of installation and then was able to install the windows. This work was completed, and as it is outside the standard retrofit style replacement window installation, that is why the cost is added. It would not be refunded. Should the customer have any warranty concerns in the future, we ask they contact our ****************************** at ************ and we would be happy to assist. Thank you! 

• Initial Complaint

  Date:08/10/2023

  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.

  I have 1yr old Universal Windows Direct (UWD) windows in my bedroom & in living room with frames that are shrinking & making popping noises.UWD inspector inspected my windows on 7-6-23. It is almost 1 ************* is no **************** still?

  

  Business Response

  Date: 08/16/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond. After completing a service visit at this customer's property last month, we submitted the information from that visit to our manufacturing team so that we could determine our next best solution. They have advised us on a new part to order to help correct the concerns with the popping. We have this on order, and once it arrives, we will call to schedule our return visit to get this taken care of. We appreciate the customer's patience as we work through this warranty claim and we look forward to our next visit. Thank you. 

  Customer Answer

  Date: 08/17/2023

  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.
  
  [Why hasnt this company emailed be back a description of what part(s) they are ordering with an explanation? ]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/21/2023

  Thank you for the additional information on Complaint ID #********. The customer is working through multiple avenues of communication, so we apologize if there is a delay in making sure we are answering all of them. We currently have a service ticket opened to get new glazing bead for the windows to help correct the current service concern, based on the recommendations from our manufacturing team. If the customer also has any other warranty concerns, we are happy to follow up on that as well. We will reach out to them directly to provide clarification and ensure that we have captured all of their open service concerns. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 08/22/2023

  [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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/22/2023

  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 windows installed on July 5th ***************************************************************************************** my bedroom. It is a sliding window which I had before the new one and there should not be any water inside of the house.I called them the very next week and they transferred me to the service department where I left a message to call me back. I did not hear back so on July 13th I emailed them regarding the problem left 3 different phone numbers to call me back at and my email address in case they wanted to contact me that way and as of today july 22, 2023 I have heard nothing back from anyone. I want them to tell me why there is water in side my window sill and repair or replace if the window was installed improperly.

  

  Business Response

  Date: 07/25/2023

  Thank you for the information regarding Complaint ID #********. We had a chance to review this customers account and did not find any communications regarding a service request. We would like to first apologize for any inconvenience that this miscommunication may have caused, as that is never our intention. That said, we are committed to addressing this customers service concern, as part of our commitment to our lifetime warranty. We will reach out to them directly to set up a service visit as well as confirm their contact information in our system. We appreciate the chance to review and respond, and we look forward to speaking with this customer. Thank you!

  Customer Answer

  Date: 07/26/2023

  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.
  
  I will not accept there response until I have heard from them. I called and emailed them and they are saying they did not receive either form me. I was transferred to their service department from one of there own employee when I called them and I left a message to call me back.I also have the email I sent them from my workplace.

  Until I hear from them and get results I Do Not Accept Their Response
  

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

  

  Business Response

  Date: 07/26/2023

  Thank you for the response on Complaint ID #********. We called and left a message for this customer yesterday, 7/25, to set up a service visit. If she can please call our ****************** back at ************, we would be happy to set up a service visit. If an agent is not available at the time she calls, we do ask that she just leave a message so that we may follow up with her directly. We look forward to speaking with her! Thank you for the opportunity to respond. 

• Initial Complaint

  Date:06/30/2023

  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.

  We purchased a household of windows from Universal Direct on January 3, 2023. Installation was performed on February 23, 2023, however one window was missing and one window was broken by the installers during installation. We were told that the missing window, along with the broken sash was on order. We called back the following month and were told that the windows were on the following weeks truck. The following week, we call back, and were told that they were still on order and that they were 2 - 4 weeks out. We called back again and were told they did not have any order for us, and considered our installation complete. We have tried calling back several times, leaving messages, with no return calls.

  

  Business Response

  Date: 07/03/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this complaint. After our initial review of this customer's account, we would first like to apologize for the delay that they have experienced  as we await the final window and sash to be installed. The sash has arrived, and at this time we are waiting for the window to arrive to our warehouse so that we can schedule our return visit. At this time, the estimated arrival date of the window is 7/11. We spoke with them at the end of last week and provided the customer with this update. We will track this order so that as soon as we have confirmed that the window arrives, we can call to schedule our return visit. We appreciate their patience and look forward to getting this resolved as quickly as possible. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 07/12/2023

  [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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/23/2023

  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.

  Below is a summary of my experience with UWD since your presentation:8/3/2022 - Window final measurement - everything appeared fine 9/22/2022 - Window Install day. Scheduled for a noon 2pm arrival. Excellent crew arrived with the 3 windows to be installed. They determined that one of the windows should not be installed because of a sag in the area above the window. Taking out the two supports would put the new window at risk of jamming over time. That window was measured for replacement with a style that would allow for proper opening. Of the two remaining windows, one had a crack in the frame. It was able to be installed but would need to be replaced with an undamaged frame.Crew did an excellent job on installing the two windows they did put in. 12/19/2022 - The truck arrived with Handyman on the side rather than UWD. There was only one person. He did not speak English. He was wearing a Renewal by ******** sweatshirt. A while later a second person showed up. He appeared to be the lead person and he could communicate in English. He stayed to unload the windows, remove the old windows and get the frames in place. Then he left leaving the non-English speaking person there to finish on his own. Unfortunately, he did a poor job trying to complete the work by himself. I did the best I could to communicate to him what he was doing wrong but due to the language barrier I could not get him to do what was required. We ended up with the aluminum at the top of the window being installed improperly and an attempt to cover that up by caulking up to the soffit which is both wrong and unsightly. It is not the same as all the other windows.1/20/2023 The Original install crew was sent to fix the poor job done by the 12/19 crew. They determined it would be best to wait until the spring to correct it. 5/31/2023 - Visit but no repair to the caulking on the soffit I continue to withhold the balance. They continue to have collections call

  

  Business Response

  Date: 06/28/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond to this homeowner's complaint. We have been actively working with him on his account, as we are aware of the open service needs and are committed to getting them remedied as quickly as possible. We are waiting on a new sash to replace the one with a stress crack, a service covered under the lifetime warranty, and once this has arrived we will contact him to schedule our return service to address this and the exterior esthetic capping, caulking, and soffit concerns. We apologize if there was any confusion as a result of our outreach in the meantime, we simply want him to be aware of the open balance and that it will be due at the time of our next service. We will contact him as soon as the sash arrives so we can get him scheduled for his open services. We appreciate his patience and look forward to bringing this to a resolution. Thank you! 

• Initial Complaint

  Date:05/11/2023

  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 did our research and got 4 different quotes The salesperson was great and sold the product well. Unfortunately after his initial visit we never heard from him again. First, our installation was set and I took off work, moved ALL of my furniture in my entire house and waited, they never showed. I called and they told me they left a message the night before. I ask them on what number and they rattle off my 16 year old daughters number. Ummmm sir 16 year olds dont even know what voicemail is and HOW do you have my childs number? At this point Im in tears. They reschedule and we take off another day of work. The install begins and 2 windows do not fit. We try to talk to the installers but they dont speak English well so we call customer service and they are so rude, just awful. One of the windows they made fit by shoving a bunch of some filler in the top and the other one they say wont come for 6-8 weeks. Ok so we wait. Finally the window comes in mid April (8 weeks after our initial install). They set up an appointment to install 2 weeks later which was difficult because once again we have jobs and WORK during the day. They offer suggestions like having a neighbor come over. We have dogs and our neighbors work too! We get a day finally figured out, take off work again and they call a few days before and cancel. At this point I tell them I need after 4pm or a weekend. They give me this big run around about how they cant because they contract out for installers. Ok so we wait a couple more weeks with no call. I finally send an email to customer service and my sales person who we have no other way of contacting. He forwards it to someone and doesnt address us directly at all, ccs us on the email asking customer service to please take care of it. Customer service calls me and says oh sorry we were trying to figure out a weekend time. What? For two weeks and no phone call back? We finally get a day and my husband takes off work once again. They give us an arrival window between ****. 2 comes around and they are not there. I call customer service and insist on talking to a manager or my sales person or someone that can deal with these issues. They tell me there is no one. There is no one to address our issues? Nope no one. I ask why doesnt the sales person follow up after their sale and he tells me they are done after they sell the windows and since MOST of our job was complete there is no reason to follow up and they dont have time to follow up with every customer! They want people to spend 15k and you dont feel following up to make sure your customer is satisfied is part of the obligation. So he tells me we are still scheduled to install the last window that day and they will be there in ***** minutes. It is now 240pm. I tell them I am at work and my husband needs to leave by 330. They say ok we can reschedule. Just no I will NOT reschedule again. We took off work another day because we were told arrival time would be between 12 and 2. No one called us to inform that they would be late, nothing! My son gets home from school and now I have to make him wait for the window installers and not go to work. They finally arrive at 4pm!!!! This is now 2 hours after their latest time of their arrival window after he waited around all day long!!. They put in the window, takes like 1.5 hours even thought they said it would be fast and expected my minor son to sign. He did not. This was all one big mess and no one will even contact me to deal with it. So unprofessional. I see an ad on ******** and make a comment and they block me. If you are a reputable business that does right by your customers you would not need to block people! The windows look nice but they are not up to the quality and standards the salesperson explained. I want someone to call me.

  

  Business Response

  Date: 05/18/2023

  Thank you for the information regarding Complaint ID #********. We apologize that this homeowner did experience some rescheduling/multiple visits when it came to the completion of her install. It is never our goal to have that happen, but ultimately we were able to get all of her products installed. Our Operations Manager reached out to her earlier this week, to discuss her experience, as requested. We look forward to her call back. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:03/02/2023

  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.

  Hello- I want to make others aware of using Universal Windows Direct, along with attempting to resolve my issue with the company. We started working with them back in April 2022, and we understand long lead times. However, we had to put $7K down as a down payment in April, and despite dozens of contact points, the job is not done and they are asking for the remainder of the money. All I want is for the project to be complete, but since they continue to prove they can't do it, I want to stop all work with this company. However, there is a contract, so I don't know what to do. They keep coming out to our home to measure/remeasure, order/re-order, but the product is never ordered correctly so the project cannot get done. They did some of the project, but did not insulate the windows, so we can feel a breeze through the windows and they are icing up. They keep offering more "of their best guys" who end up not showing up, getting fired, etc. I have no idea what is happening or when this project will actually get done.I do not want them to continue to come back and make promises they won't keep while still collecting money. I want to be done with this company. Please advise how this can be done because trying to talk to any supervisors is like calling into a black hole. I also really want to warn other homeowners not to work with this company as they are the single most difficult company I have ever worked with, and I have remodeled two homes.Thank you,*******

  

  Business Response

  Date: 03/08/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner's experience has fallen short of the expectations that were set when she signed her contract with our company. That is never our intention. As such, we have looped in two leaders on this project to help ensure we are bringing this to a resolution for the customer. We are committed to resolving her concerns, but also will continue to work with her directly so that we may bring about the best resolution given her experience so far. We appreciate the chance to respond, thank you. 

  Customer Answer

  Date: 03/08/2023

  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.
  
  I am not trying to be difficult, but I have received the same answer for months and months: that they are trying to work on this and fix the issues. It's just that they haven't fixed anything and keep saying they will...and nothing happens. So despite their seemingly nice response, it doesn't help at all. They just keeping talking and there is zero action being taken.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/14/2023

  Thank you for the additional response on Complaint ID #********. Our Senior Operations Manager has attempted to contact this homeowner so that we can talk through next steps. We look forward to the chance to get to connect with her so that we may bring this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 03/15/2023

  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.
  
  Hello- ********************* from UWD did talk to me and said he would follow up with a resolution. Our last communication was 8 days ago. I left him a message yesterday and he hasn't gotten back to me. I still need to resolve this issue with the company and there is no one helping. We need to cancel our contract and we need our money back for 1) work that wasn't done and 2) the work that was done that was faulty. Please help me resolve this in a timely manner. We started this process last April.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 03/16/2023

  The company is saying that operations reached out to me. That is true. But the last contact was ten days ago. I have called and left two messages since, and no response. I just want this over and they are completely unresponsive. 

  

  Business Response

  Date: 03/17/2023

  Thank you for the additional outreach on this complaint, ID#********. In addition to the calls/voicemails, our Senior Operations Manager has also attempted to send an email to the homeowner directly so that we may work to bring this to a resolution. We look forward to the chance to discuss next steps with her, and we appreciate the chance to respond. Thank you. 

  Customer Answer

  Date: 03/20/2023

  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.
  
  I did receive a response from an operations manager on Friday, March 17th. He unfortunately didn't offer to refund any of the faulty products. He did offer to remove a product we have been waiting for for 11 months from the contract, as UWD still hasn't ordered the correct model. Of course we shouldn't have to pay for a product that we don't have. That is not a resolution to the problem. A resolution is to be refunded for the faulty products. We are not asking or a full refund of our contract. Two of the windows do work, and we are more than happy to pay for those. But we cannot pay for products that do not work. These are not small ticket items that we can just overlook from a financial perspective. These are windows that cost tens of thousands of dollars. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/23/2023

  Thank you for the additional response on Complaint ID #********. Our Senior Operations Manager is in communication with this homeowner regarding bringing this to a resolution. The homeowner has all of the windows installed into their home, and if there are concerns with those, we would like to address them. We are committed to our products and our installations, and are also committed to bringing this to a resolution for her. We appreciate her continued willingness to work with us on the next steps. Thank you. 

  Customer Answer

  Date: 03/24/2023

  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.
  

  This company unfortunately does not tell the truth. They are demanding money before fixing the problem and also states that we have "all of the windows." That is not true. The largest part of the project...a door/window combination...has not been completed, despite their four attempts to do it. They can't get the correct windows and door because their incompetent crews have measured incorrectly each time. Therefore, we don't trust the company to complete the job, and want to go with a different company to do it based on UWD's incompetence. We are asking for a refund because based on their past visits, we do not trust them to fix the windows they installed; each time they came out to fix the issue, no one actually did anything. They just measured and said they would come up with a solution. No one ever came up with a solution. This has been going on for ********************************************************* April 2022, and the complete incompetence of their installers, and their inability to fix the issue, means the project is still not done. Therefore, we want out of this contract and want this project with them to be over. We want a different company to fix the windows as UWD has proven their installers cannot do it. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/28/2023

  Thank you for the additional response on Complaint ID #********.
  We would like to provide some clarity on the timeline of this customers project.
  The original installation appointment was scheduled for September of 2022. At the time of that visit, it was determined that 2 windows needed to be reordered due to not arriving in the correct color. We sincerely apologize for this delay, as we understand it is what seemed to cause the downfall in this customers installation experience with our company. The remaining windows were installed, and the two windows that came incorrect were reordered. Upon delivery of the new windows to our warehouse, we scheduled our return visit and got them installed. If there are concerns with those windows,we would like to send ************** out to the property to assess and determine the best course of action to remedy their concerns, as after the appointment in January to get the remaining two windows installed, we were not made aware of any additional concerns. Rest assured, we remain ready and willing to get those resolved, and it would start by a visit inspection by our Field Technicians.
  When it comes to the door and storm door portion of this project,we have recognized that there were additional delays that have caused this customer to not have faith in replacing the door. As such, we have offered to remove the door and storm door from the agreement, and credit the balance due on the project for the cost of those products.
  We will continue to work directly with this homeowner, as we have been in email communication with her, to bring this to a resolution. We appreciate the opportunity to respond. 

  Customer Answer

  Date: 03/31/2023

  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.
  
  Universal Windows Direct said they will not send technicians out to look at our faulty windows until we pay them $12,000. We don't feel comfortable paying them as the windows don't work. If their technicians fix the windows, we will entertain payment. But we will not pay for faulty windows. That is not the correct way to do business.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 04/04/2023

  Thank you for the additional information on Complaint ID #********. We apologize if there is any confusion. At this point in time, we are not trying to collect on the balance owed, we are working directly with the homeowner to get a leader to her property so we can get the full punch list of concerns with the windows. Our Senior Operations Manager continues to be in direct contact with the homeowner via email so that we can get this set up, and we look forward to this upcoming visit as the next step to bring this to a resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/04/2023

  [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:
  
  Hello- The Director of Operations has agreed to come assess the issues. They initially told me they wouldn't send anyone out until we paid them our remaining balance, as they have done unacceptable work in the past, and I don't feel comfortable paying them the balance until the work is done properly. Today they agreed to this. However, I don't want this ticket closed until the issue is resolved, the DIrector comes to conduct the assessment, and the work is actually done correctly. While I am satisfied with the latest email, I still do not trust the issue will be resolved, so I'd like to keep this open.
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 04/06/2023

  Thank you for the information regarding Complaint ID #********. We will continue to work with this homeowner to bring this to a resolution which includes coordinating the visit and any remaining work on the windows, as well as determining how we will proceed with regards to the doors. We appreciate her continued willingness to work with us. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 04/06/2023

  [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 ********. While I am cautiously optimistic that the director of operations is coming to assess the issue, I don't want to close this ticket/complaint until after the work is completed, because we unfortunately have zero faith in this company's work based on what has happened in the past. So I am accepting their latest response, but I will not consider this resolved until the director comes and the work is done and the windows actually work. 
  
  Regards,
  
  ***************************
  

  Customer Answer

  Date: 05/03/2023

  Hi- The operations director came to our house to ***** the situation and saw the issues. He arranged to have someone fix them Memorial Day weekend. I don't want this ticket closed yet, because I don't trust that the work the crew will do will fix the problems. I can let you know after the work is done. But I have literally zero faith in this company to do anything correctly.

  Thanks,

  Heather

   

  Customer Answer

  Date: 05/26/2023

  This is ***************************, who started a complaint months ago and hoped to have it resolved today, as Universal Windows Direct promised they would send a crew and fix everything they messed up today. 25 minutes before they were supposed to do the work this morning, they didn't show up.  I attached a screenshot for your reference.

  
  

  I don't want to keep going back and forth on BBB, as the company keeps saying they are doing something, and they aren't. I want to cancel the contract because we already paid them thousands of dollars for faulty work. I want the contract canceled. I want my money back.

  Customer Answer

  Date: 06/01/2023

  I emailed my contact on Friday and he said he would get right back to me. He didn't. I emailed again last night, and he said he would contact me today. He didn't. I have just never experienced a company like this EVER.

  

  Business Response

  Date: 06/01/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize that the scheduled appointment had to be cancelled. As has been noted through our correspondence with the homeowner and the BBB, we have actively been working with her to ensure her concerns are addressed. Our installer falling ill ahead of the appointment was something outside of our control that we could not have planned for. That said, our team worked to alert the homeowner as soon as we knew and to get our return visit scheduled as conveniently as possible. We would like to reiterate that cancelling the appointment was never our intention, as we are dedicated to getting this resolved since this homeowner has our products fully installed into her home. 
  We recognize that this was unfortunate to happen, but we remain committed to addressing the concerns with her windows under our lifetime warranty. We cannot cancel the contract and walk away, as our products are in her home. We will continue to work with her to bring this to a resolution. Thank you for the opportunity to respond.

• Initial Complaint

  Date:02/17/2023

  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 am absolutely tired on waiting for my windows to be finished. My windows have been installed since February 2022 and today 02/17/23 are still not done. I have had technician after technician coming out "to fix" our windows and that is still not the case. We have to leave early from work to be home to let them to have the technicians show up without any idea of what they are supposed or materials need it to finish our windows. Today the installation window said our windows can not be fix and we need new windows. That means we have to wait several months for that to be made and ready for install. My windows do not have any casing around the windows since my original windows were removed. So for almost 4 months I've had studs and insulation showing. After waiting for the project manager to call me beack for several hours with no call, I call back 3 different times to finally be told the project manager is gone for the day and he will call me back Monday. This company has zero communication between the cooperative office and the actual workers. It just ridiculous!Update: After many calls I was finally able to talk to our project manager on 06/08/22. He said: "I'm sorry nobody call you back" (which should have been him) and scheduled someone to come out to put the casing on our windows the following day while we wait for the new windows to come in.While waiting for the windows to come in I received a call about payment. I mention I do not feel the need to pay, the work is not even done. New windows were installed on 12/08/22 but did not work right. No screen window was ever order so have to wait several weeks for it to come in. Had to have some one else come out on 12/15/22. The guy was able to fix all but one. He made a strain fracture on it and it had to be reorder. The company says the new window and the screen are in now but they are refusing to install it unless we pay the remaining balance. Which doesn't make sense since the work is not done.

  

  Business Response

  Date: 02/20/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize if any delays that this homeowner experienced, including the need for multiple visits after the initial installation appointment, have caused them any frustration, as that is never our goal. Our goal was to complete the work needed. At this time, the remaining open items on this project are warranty items covered under the lifetime warranty that we offer. As there is a balance owed on the account, it is standard policy for our team to request at least partial payment of the balance owed at time of scheduling, which is what occurred with this customer. We remain willing and ready to schedule our service visit with a technician, and to address the open balance due with the homeowner. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 02/20/2023

  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.
  
  The only reason why there is still a balance on the account is because I have not had working windows. The fact that you "installed" non working windows should not make a warranty issue. If my windows stopped working after a week or even a day I can understand why we would be dealing with the warranty side of things and therefore needing to pay the balance. After multiple visits and dealing with the same issue time and time again from the company for over a year after initial installation I do not believe they are going to resolve the issue if I pay the remaining balance. Therefore I ask that they completly finish the work before I pay the remainder of the balance. That is the least they can do after many disappointing visits. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 02/23/2023

  Thank you for the additional information on Complaint ID #********. We are happy to reach out to the customer to schedule their service. We would like to make it clear; however, that we offer a lifetime warranty. We will be out for the lifetime that they own the home, and 30 years for the next homeowner. We look forward to bringing this to a resolution. Thank you. 

  Customer Answer

  Date: 02/27/2023

  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.
  
  I did schedule someone to come out and I thought the windows would be done but once again the wrong screen and the wrong sash on the awning was send. So now we have to wait for the new and hopefully correct items to be send out. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/01/2023

  Thank you for the additional information regarding Complaint ID #********. We apologize that there is a need for an additional appointment. It is our priority to ensure these concerns, covered under the lifetime warranty, are corrected and that is exactly what we are working to do. The screen and the new sash are on order. We appreciate this homeowner's patience and we look forward to scheduling our next visit once the product arrives. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/05/2023

  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.

  Notice of a scam being run from a company called Universal Windows Direct (UWD). UWD made a ton of promises of how we "will absolutely love our new windows" and how they are some of the "best in the business". We had set up to replace our windows in a couple of batches. The first batch of windows were installed on March 9, 2022, the windows were the ones we ordered and agreed to with our first salesman, except for a screen on one of the windows which was not what we had wanted. We called UWD and they sent someone out, he looked at it and said they would get the right screen for us. As of January 5, 2023, we are still waiting for it. For the second batch of windows, they sent another salesman. We stated that we obviously wanted the same windows as the 1st batch (who would want 2 different sets of windows in their home?!?). He told us he "couldn't find what the 1st guy had done on his computer", but that he could order us windows that would be "exactly the same as our windows". July 21, 2022 they installed 2nd batch. These were not at all like our first batch, different color, different material, etc, and poorly installed. We called them and they agreed they were wrong and would replace them with the proper windows. October 2, 2023 they came out with wrong windows again and left. You can see outside through the window frames, wind blows thru, frost on inside of house, and dented siding. We call them repeatedly and have yet to get a single return call. They clearly have no customer service. UWD has what I would consider front line blockers, who answer the phones from customers they have ripped off, and from the script they are given, they tell us "I'm sorry, but the manager dealing with your order isn't available right now, but they will definitely call you back in the next ***** hrs". Problem is, absolutely no one will ever call you back. They have stolen over $13,000 from us and apparently have zero plans on making things right.

  

  Business Response

  Date: 01/12/2023

  Thank you for reaching out regarding Complaint ID #********. We would first like to apologize if this homeowner feels as though our communication efforts have fallen short, as that is never our intention. We had a chance to review this homeowner's account and are looping in the correct people within our team so that we can get outreach to them so as to bring this to a resolution as quickly as possible. We appreciate the chance to respond and we look forward to bringing this matter to a close for the homeowner. Thank you. 

• Initial Complaint

  Date:01/03/2023

  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.

  I ordered a bay and single double hung window from Universal Windows Direct. A saleperson came into my home nearly a year ago to sell me one double hung and one Bay window. He took all the measurements and someone else came another day to verify the measurements. However, it took nearly a year to get the single double hung window delivered--it was installed. However, the Bay window was not as advertised...I was told it would be the same size as the old bay window, but what arrived was not it was smaller--a 30 degree, when the old bay window was a **************************** I rejected the install of the Bay window claiming it was not as sold to me ---it was not the same as the old Bay window. I complained and another Bay window was ordered and I had to wait several more months....now after nearly a year waiting for this bay window, another one arrived, it was just as small as the other one---still a 30 degree window. But the salesman told me it was suppose to be the same as my old window a 45 degree bay, but he wrote on my contract a 30 degree Bay, I had no knowledge of what a 30 or 45 degree was, I was told the new window would be the same as the old one---it is not. I called the company and they decided to refund me ******, that is not enough for my inconveniences over this entire year.....Either I should get 1/2 my money back and the 30 degree bay should be replaced at no cost with the 45 degree bay. In addition, the adjacent 2 double hungs on the Bay do not lock properly, poorly done installation. I am a US military veteran, a Marine, who would never tell someone one thing while doing another---I was also told the window would be anchored by a system designed to be strapped to the house itself, limiting the possibility that the window would ever sag. However, locked into the house framing, it was not, but the installers, they said no it would not be strapped/anchored to the house--what?! One thing after another after another with this company...

  

  Business Response

  Date: 01/05/2023

  Thank you for the outreach on Complaint ID# ********. We appreciate the chance to review this homeowner's project. We had worked with this customer in December to discuss their concerns with the flanker choices and degrees of the bay and at the end of those conversations, they chose to accept a credit for the bay that is installed in their home. This was mailed out to them in the form of a refund check which, if they have not already received it, they should be seeing it arrive here in the mail soon. We appreciate the chance to work with them and also to provide clarity on the complaint. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 01/09/2023

  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.
  
  [Please type your response here.]I had no knowledge of the bay degrees and should have been informed that the correct replacement window should have been 45 degrees not 30 degrees. I still need the correct window placed.  I did not want to wait another year for the correct window to be installed. There is an obvious disconnect between sales and installers, that need to be corrected along with installation of my correct window.  Also the 2 double ************* not properly seal when closed there is play or a gap that allows the window to still be forced up even when locked. In addition, there is raw wood that I was told would be stained and varnished that still needs to be done by the company.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/13/2023

  Thank you for the additional information regarding Complaint ID #********. We have installed the window that the homeowner signed off on at the time of sale. As discussed with the homeowner prior, when he accepted the credit for the miscommunication he felt, a change in the degrees of the bay would mean a change in the configuration, and there would be cost associated with that, as we have installed what was agreed upon. We would be happy to reach out to the homeowner regarding the additional service concerns he mentioned in the details of his complaint to ensure that those are addressed as part of our commitment to our lifetime warranty! Thank you for the opportunity to respond.