ComplaintsforUniversal Windows Direct of Indianapolis

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have paid a total of $2322 in 3 installments for a single window from this company. It was quoted on or around 10/11, when the first payment of $1161 was provided. Our concern was over the rotten window trim and sill and knew replacing the window was required to correct that. A second employee came on or around 12/16 to measure the window and a second payment of $929 was made at that time. We were told that replacing the rot wasnt in our quote- although we were very clear that was why we were replacing the window. We were told that she would ask and they would call us. We had to reach out for an update more than a week later. Then I voiced concerns over our new document listing colors that didnt appear familiar. When photos were sent via text, I questioned and voiced my concern again that the trim wasnt our house color.The original sales rep came by to confirm color swatches and said they are the same, just different names. The delay in communication, which required me to always be the one following up, caused a 2 week delay in install. When it was installed on 1/5 we paid the last installment of $232. We then voiced concern again to our rep that the color trim was incorrect, he responded that he had that concern as well, but would check with his boss. I spoke with the general CS team who sent a third employee to our house with swatches on 1/10. That employee even voiced that the color was incorrect compared to their offerings and not sure why this one was written and suggested. That same day our original sales rep said the color was because the new product (vinyl) is different then our older windows (wood) and they could not help. After explaining that a member from their company was at our house earlier that day with swatches to confirm the correct color match of vinyl to our existing wood trim, he has since ignored me completely. My voiced resolution is they correct the trim as it was sold to me.

  

  Business response

  01/18/2024

  Thank you for the information on Complaint ID #********. We apologize if this homeowner has felt any frustration due to the communication or timeline of their project, as that is never our intention. We would like to provide clarity on a few items listed in the complaint. The replacement window has been installed into this customer's home, per our agreement. We had a technician go out last week to do a color match to determine the best color match for the exterior trim, and we have since ordered the color trim coil based on the results of that visit. We are waiting on it to arrive, and once it does, we will contact the customer to schedule our return visit to redo the trim work. We appreciate their availability to have us back out and we look forward to this next visit to get this taken care of. Thank you! 

  Customer response

  01/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me as long as the replacement color is the Tuscan **** shown to us after initial install. 
  

  I reached out to our sales rep again 1/16 leaving a VM but have not heard back. It would be nice to have a formal confirmation of the reorder showing the color.
  
  

  Regards,

  *************************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have had windows ordered for over 25 weeks they have showed up twice both times gave been made wrong have been told will get a eta for four weeks now for when windows will be ready when I call all I get is in production and will be given a eta with no eta we have house damage due to wrong window being installed coustmer service is no help at all we have almost paid windows off thru finance company which paid universal widows for there product that they still haven't delivered

  

  Business response

  01/16/2024

  Thank you for the information on Complaint ID #********. We want to first apologize for the delays that this customer has experienced. Delays as a result of measurements are something we work diligently to avoid, but can occur. That said, we would like to assure this customer and the ******************** that the windows are in production and we will contact the customer to schedule as soon as they arrive. We understand that the windows look slightly unfinished now on the interior, as indicated by the photos provided, and we would be happy to send a tech out to offer a temporary solution for the interior, or we will be sure it is addressed at the next installation visit. At this time, the estimated arrival of the new windows to our warehouse is the last week of February. This is just an estimate and we will continue to monitor for any changes or updates and provide that information to the customer. We appreciate their patience as we work through this together and we look forward to bringing this to a resolution with the customer. Thank you! 

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I  find this unacceptable  it will be 36 weeks waiting  on window that are almost paid for fixing the trim will not fix the problem  have called several told the *** thing over and over was told they would move our order to the front was told they manufacture  the windows now told waiting on the manufacture to make windows this needs to be addressed . There doesn't  seem to be any consideration  for the costumer only there reputation. With us is a zero.

  ---

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

  
  

  

  Business response

  02/22/2024

  Thank you for the additional response on Complaint ID #********. Our customers are our top priority, without them we would not be here. We recognize that there have been additional delays on this customer's project in order to get two specific windows corrected in terms of the measurements. When a window size is incorrect, the entire window has to be remade to the appropriate size. This is something we consistently work to prevent, and we apologize that it occurred on this homeowner's project. That said, the new windows have arrived, and we have contacted the customer to get them scheduled. Our return visit is set for Friday March 1st. If there are concerns with the trim work, or anything related to the products, we will make sure our team is prepared to handle them the day of this appointment. We sincerely appreciate this homeowner's patience and we look forward to our appointment next week to bring this to a resolution. Thank you for the opportunity to respond! 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed new windows on May 5 2023. Garage windows were wrong and they rigged them up to stay in the hole. The windows dont open they get bound up. The back slider door still doesnt open like it should. And we are still waiting on our bedroom windows to be replaced because they measured wrong. Been waiting since then to get everything done. They never answer the phone and when they do they say its in production. As of today they stated there was an mis measure and they are just now starting windows. Seems like as soon as they get the money they dont care anymore.Update 10/10/23 New windows that were wrong the first time got delivered today. the windows were completely wrong again. They said windows were measured correctly and that the manufacturer made up their own measurements. Took 5 months to get wrong windows again. Going on 7-8 month for the whole project. Ill sit and wait for the generic response from them.Update 1/09/24 Still no windows. Now since its cold out we have noticed cold air coming in every window and noticed the slider windows dont even shut evenly allowing water and air to come inside our home. Said windows were still in manufacture stage.

  

  Business response

  01/16/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review this customer's account. We want to first apologize that they are experiencing the need for reorders on their project, as that is never our intent with any project and we want to recognize the delays and frustration that it can cause. That said, we want to be sure that the next order is correct so we have been diligently working with our manufacturer to ensure that this new order corrects the concerns with the measurements. We are working to get an ETA to provide to the customer to help provide clarity on the timeline, and we appreciate their continued patience as we work to get this updated information. In the meantime, we did have ************** out last week to address the warranty/service concerns on the windows. We appreciate that the customer was able to have us out so we can get those addressed and we will contact them with an update on the remaining window reorders as soon as we receive it. Thank you for the opportunity to respond. 

  Customer response

  01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  None of what was said in there response has happened. Sounds like our windows were never reordered. And no one can still give us an estimated completion date. We are approaching 1 year since we paid for the windows. 
  Regards,
  
  ***********************
  

  

  Business response

  01/29/2024

  Thank you for the response on Complaint ID #********. We understand that these delays are frustrating for our customer, and for us too! We are working with our manufacturing team on changes to the codes and specifications on the specialty windows in question and that is why there have been delays. We will check in with this customer ************************, so we can keep them up to speed, as we work to bring this to a resolution as quickly as possible. Thank you for the opportunity to respond. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2023 we ordered windows for our front room the salesman measured the windows and told us that they do not work with sub-contractors. Two weeks later another tech came out measured the windows again and said the windows should be in, in September. In September the office called set up the appointment. On the day of the install a sub-contractor shows up by himself to install a large bay window. While he start to prep he finds out the window was measured wrong and also said he would have to rebuild around the header and around the window and that I the Operation Manager would contact me. I had to contact the Manager he said the window would be in possibly 2 weeks and he would send 4 men out to get the job done. A month later Window comes in 2 more sub-contractors shows up and then proceed to tell me they do not do drywall, I call the Manager and basically laughs at me and says oh we don't do that and hangs up. I feel like I was *************** and lied to from the start, management was rude and inconsiderate. Now I am having to complete the work that should have already been completed by Universal Windows Direct. This has increased my Anxiety and ********* severely since the first attempt of the install.

  

  Business response

  11/03/2023

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We would like to first apologize, as it is never our intention to have to reorder products due to incorrect measurements, as we understand the additional delay and frustration it causes the customer. We appreciate their patience when we had to reorder the window at a new size. That said, this window is fully installed and the work is completed. At time of install, it was discovered that termites had eaten through much of the wood around the opening of where our window would be installed. Our teams rebuilt these areas to ensure a successful install. The finish work (drywall and painting) is the responsibility of the homeowner, and this customer was made aware of that by our team. Should they have any warranty concerns in the future, we ask they do not hesitate to reach out to our ****************************** at ************. Thank you. 

  Customer response

  11/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  I have not had any contact from the company in concerns of my complaint at this time.
  
  Regards,
  
  *******************************
  

  

  Business response

  11/09/2023

  Thank you for the response on Complaint ID #********. While we do understand the customer's complaint, we have had the Operation Manager explain to the customer ************************ that the work he is requesting is outside of Universal Windows Direct's responsibility. It is outlined in our signed agreement with this customer. The work that was done at install to ensure the customer's ********************** were secured into the opening required additional labor and Universal Window Direct was happy to complete that for the install. The drywall repair is outside of UWD's of the agreement and we would suggest that the customer have the work completed himself if he would like the drywall replaced. We appreciate his understanding. Thank you for the opportunity to respond. 

  Customer response

  11/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  However, that does not take care of actions of the members and how they try and fix their mistakes. 
  

  Regards,

  *******************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted UWD to replace all of the windows in our home, a total of 29 windows. We requested a complete tear out of the old windows, including the jambs, which we were assured would be done. I even confirmed that all material would be removed down to the rough framing of the home. The windows were measured and manufacturing started. The first red flag should have been that the tech did not remove any moulding around any window to be sure that the dimensions were correct. The contract was changed, as they could not do a complete tear out of the round windows in our home. Fine. Fast forward to late July. installation begins by removing every window in the home on a ************************************************************************************ place. They did not do a complete tear out as requested and paid to do. The carpentry done on the interior was amateur at best, done with dull saw blades and inferior tools. The stainable oak trim had so much wood filler in the miter joints that it took over an hour on each window to sand off the excess. The s**** holes for mounting the windows are so damaged that the supplied plugs do not fit in the holes. A number of the windows are bowed out in the middle as well. They did not send any trim pieces for the round windows and did not contact us for months to correct this issue. We ended up having to contract with another company to make the correct moulding. They finally sent out crews in April 2023 with only about a third of the required material to finish the job. It took another 3 months to return with the correct and adequate material to complete it, and never did properly address the round windows. Again the carpentry is amateur. In fact, the crew did not bring the required tools and used my miter saw to cut the trim pieces. All of the wood trim will need to be replaced by an actual *********. No one from UWD will contact us as requested. It took a year to get done and still isn't right.

  

  Business response

  09/05/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review this homeowner's feedback from their project. We would like to first apologize, as it is never our intention to have multiple visits in order to complete the finish work on a project. When it comes to custom trim work is where this situation can arise, and we sincerely appreciate the homeowner's patience in scheduling with us. We are reviewing this project with our ********************* team, as we had a crew on the customer's property at the beginning of August to complete the work. It was our belief that this visit was completed. Since then, the homeowner has also filed a dispute with the financing company which we received information on as well. We will be contacting the customer to discuss next steps and so that we can work to bring this to an appropriate resolution. We appreciate the chance to respond, thank you. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 8/6/23 I spoke to a rep about having windows replaced. I told the individual that it was a project that wasn't urgent and gave him my information. The following Monday someone called to confirm an appointment and I told them I wanted to wait to have someone come to my home. I then received a call on 8/18 to confirm an appointment I never agreed to. I asked them to stop calling and the response I received was that they would give me a $50 gift card. I let them know I wasn't interested and the individual continued to try and sell until I eventually just hung up.

  

  Business response

  08/22/2023

  Thank you for the outreach on Complaint ID #********. We would first like to apologize if our communication efforts have caused this customer any type of frustration, as that is never our intention. We were looking forward to working with this customer; however, we understand now is not a good time. We will cease communication to this homeowner. We hope they will keep us in mind for any future work. Thank you for the opportunity to respond! 

  Customer response

  08/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *************************************

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid them over ************************************************************************************************* complete I was told that they would have a crew out yesterday One guy showed up for about 45 minutes told me he was going to get materials he called me 2 hours later said having trouble matching yr grey can we use white j channel I said no I called ********************* at 4pm to which he said I'll call you right back he never called

  

  Business response

  02/16/2023

  Thank you for the information regarding Complaint ID #********. This customer's products are installed into his home. The concerns that remain are with the exterior j channel and capping trim work. We understand, and agree, that we would like for this work to be completed as soon as possible and will continue to work with the homeowner to ensure that this does get done in a timely manner. He is actively working with multiple leaders within the company and we are working to set up an inspection visit with our Field Manager as well. All of his concerns are covered under the lifetime warranty that we offer, and we look forward to getting this resolved. We appreciate his continued patience and look forward to getting our next visit scheduled. Thank you for the opportunity to respond. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Original Purchase was Feb 21 for 5 windows and a large French door with transom for our dining room/deck. The opening is 107 x 105. Original install: June 21. Specialist ******************* showed up. Very poor installation with large gaps and absorbent amount of caulk (one manufactured with the opening backward (still not corrected)). Since the entire frame of the window/doors were made with opposite dimensions, the doors wouldnt operate. They were installed with non matching door hardware (oil rubbed lever and brass knob). Also visible trash and smudges between the panes from manufacturing.Nov 21 **** (Install Supervisor?) Arrived to fix the windows and adjust the doors. Windows were cleaned up (minus the incorrect opening window installed). They agreed they needed to rebuild the entire structure and replace - returned with inserts (sidelights transom and door glass). Doors will not operate correctly. Manager says its because of the pinching. Real fix is a entirely new door assembly.Jan-Jun 22. ***** / JP (Area Managers) stopped by to inspect and document the door. Agreed it was incorrect and a new door was needed. A new service rep started harassing us (*************************) stating I agreed to the incorrect measurements and needed payment. Not true as have the original purchase agreement. Once I stated that, the calls stopped.Mar 22. *********************** arrives to look at the door (apparently 20+ year installer with the company). He immediately states the door is not manufactured correctly and would reach out to his supervisors for a solution - nothing.Dec 22 ********************* reached out (New Regional Manager) asking why our account isnt settled. I reviewed our plight. Last week of Dec the attempted to put us in collections - contact with him and he removed/suspended the account and stated he needed this resolved by Dec 31 off the books.01/19/23 - Still waiting. Ultimately, I would like to just part ways, we BOTH LOSE and I move on to replacement.

  

  Business response

  01/20/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review the details of the complaint, as we also would like to bring this to a resolution with the customer. We will be reaching out to him so that we may determine the next best steps in order to ensure that this is resolved as soon as possible. We look forward to the chance of connecting with the homeowner. Thank you for the opportunity to respond. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 I hired Universal windows direct to replace all the windows in my home, 12 total. The installation was performed twice because of incapable installers the first time. April of 2021, I noticed an issue with the sashes when in the unlocked position. I visited their showroom so I could operate and inspect how the windows on display operated. None of them had the issues my windows were having. So I made a service appointment. Now, over 18 months later, there has been 9 service visits to ************ of which they replaced all the sashes but 2. There has been 4 incorrect orders placed. I am still waiting for the remaining sashes, I keep hearing they are on order. The windows are having the same problems. I was told by a technician that this was a known problem, and that the design has been changed. Another technician said that all of the frames and windows should have been replaced, starting over, instead of just the sashes. After 18 months, and no calls or updates, and no return call from the actual owner I am absolutely done with this company. They have no concern for customers after the money has been paid.

  

  Business response

  12/16/2022

  Thank you for the outreach on Complaint ID# ********. We are very familiar with this homeowner's project as we have been actively working with him under our Lifetime Warranty to have his service concerns addressed. Multiple leaders have had the chance to work with him, and we are utilizing what he has paid for when he went with Universal Windows Direct for his purchase:  the lifetime warranty. While it is never our goal to have multiple appointments, it can happen as we work to address the concerns being presented at time of service. We apologize if he is frustrated by that timeline, but we are committed to our products and our warranty. We provided him with updates this week, prior to getting the details of his complaint regarding the service order in question, and spoke to him today once we knew the product arrived to our warehouse to schedule our return visit. We appreciate the chance to respond! 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Project for new windows to be installed started *une 2022. After the installation the contractor did not complete the job efficiently. The * channels around the windows was old parts and left in poor conditions. Old glue left on the frames. Also the * channels no longer appear to be adjacent and in alignment. Over-lay trim around the window was not installed as agreed upon to match the original windows. There was one window not replaced which the new windows should mimic. However after the installation of the windows I then was informed that the new windows could not look like the original windows as agreed upon. The sales person who guarantee that he would oversee the project and if any problems arrive he would contact me. At know time was I contacted doing the insulation, of the change of the windows layout and appearance. The sales person came to my home and complete the inspection to address my concerns. The salesman reported that he was unclear why the installer/contractor did not notify him why they couldn't install the new windows to blend with the original window and why they used old/used parts. There has been 4 professional from Window direct who has agreed that the installation and the look of the windows are unprofessional and old parts where used. My state farm agent also reached out to Window direct and she request to obtain windows direct bonded / insurance information and was denied twice. Also one of the new window is not installed properly and does not close at all causing cold winter air to come in my home, which presents safety concerns to my home and expenses. I have spoken to ********************* at ************ on several occasions with no outcomes. Windows direct has sent me notices to put a lien on my property for non payment inspite the job not done. I have missed work days to accommodate Windows direct, they have showed up to schedule appointments late, ignore my calls as well as my insurance agent request. Five months nothing resolved.

  

  Business response

  12/02/2022

  Thank you for the outreach on Complaint ID #********. We appreciate the chance to review this customer's account. We apologize that there has been a delay in our return visit getting scheduled after the last appointment had to be changed. We had the chance to speak with the customer, and we have our return visit set. We look forward to getting back to this customer's property and completing the remaining work. We appreciate the chance to respond. Thank you. 

*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. ↩