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:12/14/2022

  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 orders windows about 2.5 years ago. They came to install the windows and installed to incorrect windows (we ordered tinted window and they were not tinted); they cut they cut out a new window and it is not properly flush with the siding (it sticks out about an inch); they put a screen door in and it fell out right after they left; they put a hole in the screen a window and didn't fix; ripped out all of the window frames out and didn't replace; They have come back numerous times and still nothing is complete. They keep asking for final payment, saying the work is complete, but it is not complete. They were suppose put the correct windows in and re-install new trim inside and out because they destroyed it. No caulking has been done, we get huge drafts

  

  Business Response

  Date: 12/16/2022

  Thank you for reaching out on Complaint ID #********. We apologize that there have been delays in completing the remaining finish work on this customer's property. We had a chance to speak with them a few times over the last few days since our appointment at the beginning of this week, and we are on the path to getting this resolved for them as quickly as possible. We appreciate their willingness to work with us, and will be following up again next week to talk through next steps, completing the remaining service items, and getting our return visit scheduled. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:12/01/2022

  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 recently moved into a new home and ordered windows from Universal Windows (******* took longer for the windows to be ordered because there were internal mistakes made by UW, such as the wrong number of windows, and wrong parts for windows. I had to call numerous times, and talk to numerous UW employees to get clarification. One of the employees (****) was very short and disrespectful on the phone. When the windows were finally installed, it was with the wrong (white) hardware (we ordered the dark hardware with an additional charge) and they had to remove the trim around the sliding glass door but could not put it back up. Also, the bay window could not be installed because there was a problem with the soffit and additional parts were needed. It has been over 3 weeks since the installation and I have not heard back from UW about when they will finish the job. My whole experience with UW has been horrible and they could not be more unprofessional. **************** should be a priority and I am very disappointed in UW and discouraged from recommending them to anyone.

  

  Business Response

  Date: 12/02/2022

  Thank you for the outreach on Complaint ID #********. We would like to first apologize if this customer's experience has fallen short of her expectations, and our own. It is our priority to get the remaining work completed. We have reached out to our Installation team so that we can ensure we are prepared for the next visit, and will also reach out to the customer ************************ so that we may discuss the next steps and get our next visit scheduled. We appreciate the chance to respond and look forward to working with the customer to ensure this is brought to a resolution. Thank you. 

• Initial Complaint

  Date:10/17/2022

  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 began the process Of ordering windows in 2021. The financing was all taken care of and they began processing my windows. In December 2021 my first set of windows was installed. On this day all windows were to be installed. Upon completion in December the team left without installing one window. I was not notified that this window wasnt going to be installed that day nor was I notified when it would happen. Attempted contacts to universal windows with no return. Early September 2022 I Received a phone call to have my final window installed. My window was installed at the end of September after several issues of the team coming out and telling me they couldnt install it. I had complained several times to the company about them messing up my job with no communication. All windows were finally installed and on October 17, 2022 I received a call from the finance department. They stated that because the project took them so long they have to redo my financing and run my credit again. I already have the funding approved and ready to go through other creditors that they set up. Now the finance department is asking me to run my credit again or they will send my project to collections. These are the ************ they gave me. This is highly inappropriate as every issue in the whole process has been their fault. They have not taken fault for anything and they have not making any compromises to resolve the situation on their end. This has continued to be nothing but frustration on my end

  

  Business Response

  Date: 10/21/2022

  Thank you for reaching out on Complaint ID #********. We apologize if the timeline of this homeowner's project has caused them any frustration. Delays can happen, as much as we try to avoid them, and it is always our priority to ensure that the work is completed. This customer originally was going to finance their project through multiple vendors. After the installation of the remaining window, the loan was able to be approved in full through one financing company, Greensky. It is ready to be activated, and while it is never our intention for a customer to feel frustration on their project, we have everything ready to go for her to have the financing secured. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 10/21/2022

  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.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/21/2022

  The buisness did not provide any ways to resolve this situation. I understand that delays can occur. It is a different story when delays occur without any communication. I was never notified that my job was not going to be complete the day it was scheduled to. I didnt get more information regarding a missing window for nearly 9 months. The provider started a new financial application through a new servicer without my consent. The company did not communicate anything they just did whatever worked for them. Nothing about my service was for the customer but all for the convenience of the business. 

• Initial Complaint

  Date:10/04/2022

  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.

  Original contract signed in January 2022, after too many revisions to count due to them selling me windows they don't even make, we signed our final change order in late-April (49 windows, 1 sliding door). Repeatedly asked and received confirmation that the installation would be HOA compliant and also follow a specific capping style due to the nature of our existing windows/set up. Installation week is early August, the installers are nice/polite but absolutely destroyed my house (trampled plants/landscaping, scratched my flooring dragging windows, smashed out drywall, broke windows, ripped screens, gouged/scratched trim, etc.). Refer to inventory of damaged items with pictures within attachments - 60+ observations/instances of damage. They also sell their windows as "custom" but they are absolutely not. There were a wide variety of gaps around the windows during installation, some up to 3 inches on each side. When they began to install the external capping, it was not in alignment with our expectations based on the conversations/confirmations we received from the salesman. The installers stopped the work and left (they never returned). Contacted the salesman and he confirmed again that the capping style should be aligned to what we expected. Operations manager gets involved, he sends out a different installer to take a look/confirm he can meet our expectations and he agrees, takes pictures of the damages we inventoried/reported, says he will report back to the Ops Manager and someone will contact us. That was 6 weeks ago and the installation is still not finished/I have no communication with UWD (they will not respond to emails and their office number goes to voicemail or gets transferred to dead ends). I have partially installed windows, with bugs/mice coming in the sides where there isn't enough installation put in/no capping exists, and its getting cold out. I have broken windows taped up with cardboard in my toddlers bedroom. Horrific communication.

  

  Business Response

  Date: 10/07/2022

  Thank you for reaching out to us on Complaint ID #********. We would first like to apologize for any delays in communication that have resulted in any frustration for this homeowner. We have our Ops team working with this customer ************************ after receiving the details of the complaint so that we can ensure we are addressing  both the concerns on the interior, as well as the HOA/exterior work. We appreciate their willingness to work with us and we look forward to bringing this to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/06/2022

  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 got windows installed 8/24/22. I was told it would be one day to do the job. They left at 5pm and my windows were not done. I called ***** my sales person he said he cant help me call customer service then hung up on me. I have called over 10 times sent e mails showing how horrible my windows are.I was told someone would call me last Monday to set up an appointment no one called or e mailed me. Every time I call they say someone will call me back which has not happened and its been two weeks. I have broken window, screens broken, locks broken and scratches and rusting already and it hasnt been more the 2 weeks. The caulk job is horrible and the custom windows are not I have more foam and caulk to him how small these windows are. No one is responding or helping and this was *********. I have never been treated so poorly.

  

  Business Response

  Date: 09/08/2022

  Thank you for reaching out to us on Complaint ID #********. We apologize if this customer has been left feeling frustrated by our communication efforts. We have a Senior Operations Manager in the market this week, who has reached out to the customer and will be personally visiting this customer's property to ensure we have an accurate punch list of work to be performed and so that we can determine our plan for next steps in order to get this customer taken care of. We appreciate her continued willingness to work with us and we look forward to our upcoming visit. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/02/2022

  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.

  The installation of UWD is crap! My living room windows i can see the outside from in side the house. Some of the windows are bent, some are hard to close, our patio door is bowed. We had 12 windows and a patio door installed costing about $21000.00. The screen door falls off a lot due to the installation not being done right. There is a bow in the door which you can see very clearly. The looks on the outside look terrible. Not a single window was leveled. They removed the old window and then put the new one in at caulked it. Not shimed and no leveling was done at all. They say when you order them that the windows are sealed and will help keep the cold out. That will not happen in our case! Their advertising says you will LOVE YOUR WINDOWS - no we don;t. We have called them many times and they say someone will be out - havent seen anyone yet and our windows were installed May 2021. When we call now, no one will return our calls. We printed out the instructions from the window manufacturing that states the window is to be leveled/shimmed. This was not done. They did not follow the instructions.

  

  Business Response

  Date: 08/05/2022

  Thank you for reaching out to us on Complaint ID #********. We appreciate this customer's feedback and were able to speak with them today. We scheduled an inspection visit at their home this coming Monday, August 8th, so that we can inspect the areas of concern and get an action plan together to ensure that we resolve this customer's concerns. We sincerely appreciate their taking our call and we look forward to our upcoming appointment with the customer. Thank you for the opportunity to respond.