Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had a ***resentative from Universal Windows Direct (UWD) come out to our home in July 2024 (7-11-2024) to give us an estimate on window ***lacements. The ***resentative specifically said she would not hound us with calls and would wait for us to call when we decided if we would want to proceed with their company. We ultimately chose to have our project completed by a different company. I called *** a few days after the *** visit to let them know we had chosen another company. Since then, my husband and I have gotten calls from *** roughly once per week. These calls come from multiple numbers and all times of the day. Around the christmas and new years holidays, they would call as often as every two days. We have told the callers multiple times that we are not interested, that our project is complete, that we do not have any other work to be done, and have asked to be removed from their call lists and they still continue to call. We want to be removed from their call list and to warn other potential clients that they will hound you with calls, even if you ask them to stop.

  

  Business response

  01/29/2025

  Thank you for the information regarding Complaint ID #********. We would like to extend an apology to this homeowner if they felt overwhelmed by our outreach, as that is never our intention. We had a chance to review their account internally, and it has been updated so that communication efforts will cease. We appreciate the chance to bring about a resolution for this homeowner. Thank you! 

  Customer response

  01/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got some windows from them and they came out and put them up. They were about ****** dollars and I paid them up front with a cashier check. This was April of 2024. They finally put the windows up 1/13/25. They have gotten me 4 of the tinted windows but 2 of them were not. I asked them about this because I made it clear I wanted them all the same color windows. They said it is not on the invoice, but I paid for all tinted windows. I did not pay them for some not tinted. I was also told they were going to be going by the invoice and leave it at that. I paid them up front and made me wait almost a year for the wrong thing. When i tried calling them again they left me on hold ringing and ringing.

  

  Business response

  01/20/2025

  Thank you for the information regarding Complaint ID #********. We want to first apologize if this homeowner feels like they did not get the product they were contracted for. After review of their agreement, the order of their products, and the photos provided by the customer, they were not contracted for tint on their windows and therefore this was not provided. The color discrepancy in the photos provided to us by the customer appear to be from a shadow above the window and due to the time of day that the photos were taken. That said, we want to ensure we have done everything we can, so we have also set up a technician to go out to do an inspection of the windows in person so we can verify everything is correct. We will continue to stay in touch with the homeowner after this upcoming service visit so that we can be sure to close the loop with them. Thank you for the opportunity to respond. 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had two H32313638353235**3236H that I needed to be replaced. The Company was (advertise) a special you buy one window and get a second window free. Salesperson by the name of (***** ******) came out to my property. Salesperson first quoted me $12000 and I told her I was unable to afford that cost then she went $6000.00 cash deal. I gave them $3000 as down payment. I call the company back and ask them to finance me because I was getting low on cash. They Finance me and it cost me additional $500.00 that I wasn&#**;t told I needed to pay to get finance on monthly billing. I want my account to be credit t $500.00 back to me.

  

  Business response

  01/15/2025

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this complaint, as we have recently spoken with the customer to help try and explain this situation and are happy to provide an explanation here as well.
  This homeowner signed their agreement with our company on 9/2/24. At that time, they signed off on paying the project price in cash. When customers pay via cash, a payment structure is outlined and signed off on in their agreement showing what amounts are due and when. When the second payment installment came due, the customer decided that they wanted to finance the remaining balance due on their project. At that point, our sales team had to get reinvolved to determine if the homeowner was eligible for financing. They worked with this customer to set him up for financing the balance, which included an additional $500 for the finance costs, which would not have been present at initial sale when the customer stated they would be paying in cash.
  The $3500 loan amount paperwork was approved by the homeowner, and they have made multiple payments on the account as well. If the homeowner is not interested in paying any interest on their loan, the best option would be to pay the loan off early, which comes with no prepayment penalty.
  We apologize for any confusion and we appreciate the chance to clarify. Thank you! 

  

  Business response

  01/15/2025

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this complaint, as we have recently spoken with the customer to help try and explain this situation and are happy to provide an explanation here as well.
  This homeowner signed their agreement with our company on 9/2/24. At that time, they signed off on paying the project price in cash. When customers pay via cash, a payment structure is outlined and signed off on in their agreement showing what amounts are due and when. When the second payment installment came due, the customer decided that they wanted to finance the remaining balance due on their project. At that point, our sales team had to get reinvolved to determine if the homeowner was eligible for financing. They worked with this customer to set him up for financing the balance, which included an additional $500 for the finance costs, which would not have been present at initial sale when the customer stated they would be paying in cash.
  The $3500 loan amount paperwork was approved by the homeowner, and they have made multiple payments on the account as well. If the homeowner is not interested in paying any interest on their loan, the best option would be to pay the loan off early, which comes with no prepayment penalty.
  We apologize for any confusion and we appreciate the chance to clarify. Thank you! 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Universal Windows Direct (UWD) for a quote for six window ***lacements. It started off great for calling and returning calls to schedule an appt. and one was set for 9/7/24. The sales *** came out was really good. She was pleasant, respectful, and considerate of my needs. I told her I would consider the quote and decide by 9/9. On 9/9, I delivered the news that I would need to wait for the ***lacements because of the expense. The *** asked that I keep her in mind for a future time. On 9/11, I received a call from a guy ***resenting *** who works with the project managers (**) there. He stated that ** can sometimes offer specials and rebates that can help make projects more affordable. He asked me if a ** could discuss available options with me. I agreed and a call was scheduled for the evening of 9/12. The ** called as promised and we had a good discussion about the project and pricing, I asked the ** to get back with me on Mon 9/16 at 7 ** and he agreed. At this point, I was ready to close the deal and waited for his call. He NEVER called me back even after I left VM msgs. for him on 9/23 and 9/30. I contacted the original *** on 9/30 and explained the situation. She apologized and stated she would speak with her mgr. and give me a call back. I have NEVER heard back from the *** or her mgr. By this time, I feel very disrespected, and on 10/22, I called UWD's main line and explained the situation to cust. ***.. She informed me that a sales mgr. will call me back soon. Again NO call received. My conclusion is that I have been "ghosted" and I do not know why. In all my years dealing with businesses, this is the first time that something like this happened. I am clueless about *** lack of response. I am sure there are others who will take the job. I don't usually write this type of complaint, but thought I should as a warning to other potential customers.

  

  Business response

  12/16/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize to this homeowner if the communication after her initial sales appointments fell short, as that is never our intention, especially when working on new projects with a customer. We have passed this homeowner's information to our **************** team so that we can determine appropriate next steps and outreach to this homeowner. We appreciate her patience, and the chance to review and respond. Thank you! 

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One year ago I purchased H32313638353235**3236H and doors, the H32313638353235**3236H are installed, but the front door was not right from the beginning with the door jam not being painted correctly and the garage door wasn&#**;t the right the first time and then the next one had a bulge and another one had to be order, also the basement they cut 2 long gouges out of it which my son tried to touch it up but was not successful. All of my issues were made aware to ***** ******, I have sent pictures to her email, and she told me she would inform her boss about all of my issues, this should have been a same day installation, and a year later issues have not been resolved. I now want my money back and they can come and get their doors, they have made this the worst experience for me.

  

  Business response

  11/20/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We would like to first apologize if this homeowner feels frustrated by the timeline of her project, as that is never our intention when working with homeowners. We understand it causes delays when we have to reorder items or make additional stops, but we hope it also shows our commitment to ensuring everything is correct on a customer's project. For this particular homeowner, we are aware of the open service concerns with her doors; they are aesthetic concerns and we are committed to getting them resolved as part of our commitment both to her and to our lifetime warranty. While we cannot simply remove the doors, we can address her concerns and her request, and we look forward to doing just that. Thank you for the opportunity to respond. 

  Customer response

  11/25/2024

  Complaint: 22542022
  
  I have reviewed the business' response and am rejecting it because:
  

  I want them to come get their doors.  The warranty has no bearings on my windows.  They have already broken their word because it has been a year and a half later.  I want them to just come get their doors.  They need to give me a day and come get them.  I will not accept that my windows will not be under warranty because it has nothing to do with my doors.  
  
  
  Sincerely,
  
  ******** ******

  

  Business response

  12/03/2024

  Thank you for the additional response on Complaint ID #********. The lifetime warranty covers both the windows and the doors. As such, we cannot come remove the doors from the openings. We remain committed to replacing the doors to address the concerns that the customer has brought to our attention, which at this point are all concerns with the finish of the doors themselves. We have two new entry doors on order to replace the ones in the openings, so that we can try to address this in full at our next visit. Our Operations Manager will be speaking with the customer about next steps to be sure this customer understands our commitment to her project and bringing about a resolution as quickly as possible. We appreciate her continued patience and looking forward to getting her to a solution quickly. Thank you. 

  Customer response

  12/18/2024

   This has been going on for almost 2 years. I require an immediate fix or I want my money back by the first of the year. Im tired of them saying well we had your doors but they are not usable.

  
  

  

  Business response

  12/19/2024

  Thank you for the additional response on Complaint ID #********. While we understand that this has been a test of this homeowner's patience, and we do sincerely apologize for that, we have reordered the entire door units for this customer. They are in production, but are being entirely rebuilt, so there is not a way for that process to be immediate. We are working to track the order diligently, so that as soon as it arrives, we can contact the homeowner to schedule our return visit to install the entirely new doors. We appreciate her continued patience as we work towards the solution for these doors. Thank you! 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contract was signed 10/18/2023, paid 50%, paid another amount when it arrived to warehouse and paid the remainder after installation even though the colors didnt match. Installer took pictures to report back to the dispatcher.More parts were ordered and came in but were not matching what I ordered. The installer was very helpful as he took pictures and made phone calls to the manager in charge about the issue at hand. Suggest that the whole door should be replaced and verified before it leaves the factory. Quality control at the manufacturing level should have been able to clearly see this issue.September 16th, another vacation day used to resolve this situation but pieces were not matching correctly again.Ive been patiently waiting for this to get resolved but my patience is gone now.***** *******

  

  Business response

  09/18/2024

  Thank you for the information regarding Complaint ID #********. We had the chance to go over this homeowner's concerns and we appreciate the chance to respond. We want to first apologize for the additional appointments needed after the initial installation of this project. While we do our best to mitigate those, they can happen, and we want to assure this customer of our commitment to getting this resolved for them. The homeowner did go into our office and met with the Operations Manager about their concerns. We have photos of the discrepancy in the stains and will be requesting an entire new door for the customer in order to address this as efficiently as possible going forward. The Operations Manager will be reaching out to the homeowner to discuss in greater detail, but we hope that these next steps show our commitment and drive to bring this to a resolution for our customer. Thank you for the opportunity to respond.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I told them I wanted them to install six windows. They installed the windows 1/19. He send text asking me to sign off on something. I did not know about texts. I finally did sign off on the text. It took a 3rd party company to find out that they paid Universal Windows Direct. The *** for the windows was 5200. I paid *******. They made me change in advance. The *** is with interest added. They replaced a window that did not need to be replaced. They still have not finished the work.

  

  Business response

  04/08/2024

  Thank you for the information on Complaint ID #********. We want to first apologize for any confusion around the windows to be ordered and replaced by our company. That said, after a chance to review and speak with the customer today, we will be ordering the window in question so that we may install it into this customer's home. We appreciate her continued patience and look forward to getting this resolved for her. Thank you for the opportunity to respond! 

  Customer response

  04/10/2024

  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought H32313638353235**3236H from them on *une 14, 2022 for $2,650 for both H32313638353235**3236H. The H32313638353235**3236H they installed are both leaking ever since installation. They said no they are not and I have a warranty on them and they are good until I sell my house. They said the * channels were broken in several places. I asked if he would come back and fix it and he said he didn&#**;t think so. They don&#**;t give you any receipts and I called them and they said they don&#**;t give them out. They said someone had tampered with the H32313638353235**3236H and they have not been tampered with at all. I would like for them to take both of the H32313638353235**3236H out and put in new H32313638353235**3236H.

  

  Business response

  03/25/2024

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this homeowner, with whom we have had the pleasure of speaking with over the last few days in an effort to resolve her concerns after the last visit. We have determined a punch list of work needed to address the concerns that the homeowner is seeing with the window. It is not an issue with the window itself, but the exterior finish trim. We are in the process of working with her to schedule, and would like to return to her property to complete the work as soon as we can, now that we have determined what is needed. We have also printed and mailed out a hard copy of this customer's agreement with our company and the service tickets from the prior visits for her records, as per her request. It is our commitment, as part of our lifetime warranty, to address any warranty/service concerns on the windows we installed, and we look forward to the chance to do just that. Thank you for the opportunity to respond. 

  Customer response

  04/24/2024

  They did work for me, I signed the receipt but received a blank sheet in the mail. I would like a detailed bill sent to me.

  

  Business response

  04/30/2024

  Thank you for the additional information regarding Complaint ID #********. We are happy to mail out a copy of this customer's receipt/paid in full invoice! We also would ask, should she have any concerns or questions, that she reach out to us directly either by phone: ************ or via email: *************************** We hope that, in working together to resolve her concerns, she understands our commitment to her project and that our team is here and ready to assist with any questions she has. Thank you for the opportunity to respond. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had a representative, *****, visit our home from Universal Windows Direct. He quoted us $12K for 6 windows and gave us a promotion price of $9500. We let home know we were very interested and would consider the estimate. Reviewing our notes as we have had several companies give estimates, we recalled that the website when we booked the appointment said buy two get two free and that was never mentioned. The website also clearly says act now for a free triple pane upgrade and they will double the energy tax credit. I called ***** asking about the buy two get two option and the free upgrade. He said the buy two get two was included in the price with some scribble on the estimate that we never would have been able to read and he said that the triple pane upgrade was in 2023. I explained to him that it was still on the website at the very front and with not honoring it, that is false advertising.

  

  Business response

  01/29/2024

  Thank you for the information on Complaint ID #********. Our Sales Team has a variety of promotions that can be offered throughout the year depending on the promotions that are valid at the time of the appointment with the potential customer. If the customer has a concern with the pricing or promotions offered at the time of sale, we would be happy to have our team reach out to clarify any of those questions. At this time, the homeowner has not signed an agreement with our company but we remain willing to revisit to see if we can be the company that meets their needs for the upcoming project. Thank you for the opportunity to review and respond! 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/20 & 25/23 Salesman came to home&we financed 2 picture windows,2 small sliders,2large sliders,3regular windows.11/5/23 Crew struggled to make them fit.Windows too big for openings.2 inches of space or more around entire windows.Used wood to hold windows in opening-screwed the windows in middle of opening-covered with plastic trim and put caulk on.One window did not fit at all.We asked them not to take our old windows out and put the new ones in if they did not fit.They said they remeasured and it would fit but it didnt.One worker said it didnt matter they would make the look good?We said NO they need to be put correct not just look good.**** said windows were measured wrong.Talked to CS & told them not acceptable-windows are sagging,leaking air,crooked-all wrong-told crew now saying they were not too small-UWWwill have someone come remeasure. 11/16-windows remeasured told ALL our windows were put in incorrectly but put in accordance to industry standards.UWD send another crew to reinstall all windows fix problems.12/1-Windows are taken out and supposedly reinstalled correctly.Weather has been unseasonably warm-it starts to get cold we notice air seeping in through panes trim and caulk.The bedroom is freezing cold and kitchen picture window is leaking counter and floor are freezing.I did the incense test UWD recommend (recorded it) you can see the incense blowing straight and swirling around the window were it is leaking in.1/15/24-Called CS they sent a tech out 1/17/24 he said the air that I feel is not uncommon ALL windows let in air.He said that the windows are in according to industry standards but he put in a chimney block and some kind of draft material.I asked what industry standard was-he said he had been doing this for 20 years so thats industry standard.Called UWD CS they were rude but sending another tech 2/12. Industry standards are brand new windows leaking?might as well kept my old windows.I have notes/pictures/video.Want fixed now!

  

  Business response

  01/24/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to review and respond. We had our Field Technician out to this customer's property last week to inspect the window/draft concerns that the customer had called in about. After his inspection, he did determine that our windows are operating properly, and he added a few extra parts to the window channel to help mitigate any draft the customer is feeling during this cold weather. After that visit, we had another call with the customer and have set a secondary return visit to do a more in depth review of the window installation to help ensure that everything is operating as it should. We appreciate this customer's patience while she utilizes the lifetime warranty on her products and we look forward to our upcoming visit to help bring this to a resolution for her. Thank you for the opportunity to respond. 

  Customer response

  01/27/2024

  Complaint: 21160657
  
  I am rejecting this response because: The windows were supposed to be custom fit and they have at least 2 inches of space around the window-there was hardly any installation foam if any-they just put plastic trim and caulk up.  The windows let lots of air in around the trim/caulking area and the sashes and no amount of chimney blocks and whatever else was put in the window spaces is fixing the problem.  Our windows were put in very badly by the first crew on the first attempt and then the same windows were reinstalled by a second crew.  The first time the windows were put in they were hanging by a few screws in the middle of the window opening (wood shoved in to hold up windows, very little installation, smiley faced, crooked, twisted, windows with messed up sashes).  The picture window in the kitchen is so terrible you can stand at the counter and feel the cold air on the kitchen counter and floor. This window was never taken out and refit because we were told it was done correctly by the first crew. Whenever they have come to look at or repair the weather has been unseasonably warm, so it has been hard them to experience what we are.  I want new windows that fit/insulated put in my home.  I am making payments on windows that are absolutely NOT energy efficient like they advertise...my old windows were better than these.  I am tired of hearing our windows are installed to "industry standards"- show me something that states what industry standards are-"because I have been doing this for ***** years" is not a legit answer.  Brand new indows that don't fit and let cold in are not acceptable.  I will admit they look nice but that is about it.  I have been trying to give *** the benefit of the doubt and work with you to get this resolved but I am really over the inconvenience this has caused my family (our personal time/time off work, home in disarray, etc). On the *** website they have a page that tells you how to tell if your windows need replaced (incense test, feel cold air with hands, etc.)  Well, we did those tests.  I have video of the incense test and we had thermal photos done of the windows, and you can clearly see the cold air problems. Our windows are brand new *** windows, and they are according to *** needing replaced because they are not energy efficient???  Something is very wrong with this.  I have photos and videos of the energy inefficiency and the 1st window install problems we encountered.  I will post a few on here but not all-there are too many.  I would be more than happy to show them to you.   If I don't hear from you sooner, I guess we will see you at the appointment we have scheduled in February.  At this point I do not want any more stuff crammed in bad-ill-fitting windows.  I want new windows that fit and are installed correctly. If you can't do that, I want my money back. I want windows that are insulated correctly between the window and the opening without a huge space between the window and opening.  I do not want the space between the window left open hidden behind trim and caulk. This install could not possibly be "Industry Standards" -if it is there is a serious issue with the window industry in general.    
  
  Sincerely,
  
  *********************

  Customer response

  01/27/2024

  These are thermal imaging pictures of our windows.  You can see the difference in temperature as well as what appears to be air leaking in the windows.

  

  Business response

  02/02/2024

  Thank you for the additional response on Complaint ID #******** and the chance to review the photos provided by the customer. We would first like to recognize that while a thermal imaging photo can provide a lot of details, these photos do not show the day, time, or outside temperature at the time of the images being taken. These are all factors that impact the evaluation of an image such as the ones provided by the customer. That said, what these images do show are the multiple different building materials you can find in a home (the glass and vinyl of a window, the walls, etc.) and the impact of all their varying R-values, or insulating effectiveness. 

  These images prove that the surface temperature of our vinyl windows is cooler, specifically at the meeting rails, or where the operable sashes come together, which is also the most challenging spot to mitigate varying temperatures. While the surface temperature appears cooler, as shown in these photos from the customer, our ********************** are, and are rated, to limit the air infiltration from the outside to the inside. These windows are operating exactly as they should be, as is evidence by our multiple visits to this customer's property. 

  As stated, we have another visit scheduled, as an act of customer satisfaction, to do another round of inspections to ensure there aren't any additional steps we can take to assist with this customer's concerns. We appreciate the chance to respond, and look forward to this upcoming visit. Thank you! 

  Customer response

  02/06/2024

  Complaint: 21160657
  
  I am rejecting this response because:
  
  Complaint: 21160657
  
  The thermal windows pictures do have a date and time stamp it is actually in the file name.  Also, if I follow the information that is posted on your website our BRAND-NEW UNIVERSAL WINDOWS NEED REPLACED because they leak and are inefficient.  I have a several videos of the incense test that I tried to include in this rejection, but the files are too large even zipped but I would be more than happy to share them. The incense and the  thermal imaging pictures (sent previously) prove that your windows failed, or the installation was bad or both.  NOT ACCEPTABLE!!! 
  
  
  
  Sincerely,
  
  *********************
  
  Sincerely,
  
  *********************

  Customer response

  02/12/2024

  Today, another UWD **************** person came out.  After showing him thermal imaging and the incense test and showing him the cold windows, he concluded there is no problem with the windows.  We told him we did not have these issues till UWD windows were installed.   We have tried to work with them on several occasions and they have pretty much told us they can't recommend our windows be totally replaced with ones that were not twisted, smiley faced, sashes replaced and other miscellaneous problems.  They say we are not window installers, so we do not know what we are talking about.  We just want the windows we paid for to function correctly and be energy efficient.  These windows are not and we have proof.  He came out to check the windows today but only checked a few and peeled back a tiny corner to show us some installation and recaulked it. He made up his mind after looking at a couple windows - we had to ask him to look at the other windows and he just stared at them and said the same thing that he can't find anything wrong "they are all square".  He left and said he was going to have someone get a hold of us.  He offered us no paperwork to sign like the others.  They want you to sign their work orders, but they won't give you a copy.  I asked him if I could take a screen shot of what he wanted me to sign and he didn't seem to like that.  The last guy said they didn't give the paperwork to the customer it is for UWD.  All I have asked for ALL  the windows that were put in our home to be removed and all new windows be installed because they are leaking air and are not energy efficient.  They had to replace a sash in our window because it was warped but you are telling me that the windows frames were not ruined from the initial install.   They say they are all about customer satisfaction and we have a lifetime warranty on their windows but they don't want to fix the real problem.  My husband and I have missed lots of work and our home has been turned upside down.  I told him I was not satisfied with his answer so what now?  He said I don't know what to say...I could put some more window stripping on it?  I said yeah that hasn't worked from last time so why would we do that again.  We will get no satisfaction from them...they just come out over and over saying the same thing.  We need help...this is not working.

  Customer response

  05/15/2024

  TR 05/15/2024 [C]  ************ continues to say that our windows are industry standard, they are leaking air, and have other issues they refuse to address. We want the quality windows they promised us. 

  TR 06/04/2024 [C] I do not agree with the business response. We feel that the windows leak air and will look at getting another company to come out and inspect the windows.

  

  Business response

  05/22/2024

  TR 05/22/2024 Mediator sent an email to the business regarding mediation.

  TR 05/28/2024 [BR]  Thank you for reaching out. Is the request for us to participate in a mediation session regarding this customer's complaint? If so, are you needing availability from us for that session? Could we look to the week of June 3rd? Either the afternoon of Monday June 3rd, Wednesday June 5^th or Friday June 7th.  

  TR 06/03/2024 [B] Would you have time for a call to discuss this tomorrow at 2pm? Let me know! [M] I have you on my calendar for a phone call at 2 pm on June 4^th, 2024.

  TR 06/04/2024 [B]  We have spoke to the consumer about our lifetime guarantee and have sent certified technicians to the home to inspect the concerns reported by the consumer. Our finding was that the windows are the exact windows that was ordered and they are operating as expected. No operating window will ever be 100% air tight, we tested the windows on multiple occasions. The thermal image they sent to us is reading an entire wall not just the window, so the reading can be somewhat misleading. We did find some concern with 2 window sashes, new ones were ordered and we will call the consumer directly to schedule that repair. Our company stands behind our lifetime guarantee and we value all our customers, however we do not find any issues with the windows that were installed, therefore no replacements can be offered at this time. 

   

  
  

*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. ↩