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:03/10/2025

  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 2 H32313638353235**3236H replaced in my bedroom by them. There is air coming in both of them. I went to ********** to put insulation around them and put it up. Immediately I noticed the plastic was filling up with air. They sent someone out 2 weeks later. The guys they sent saw that there was a little insulation in there. It still wasn&#**;t done correctly and the wind was still blowing in. I watched them. He finished and I bought another window insulation kit and installed it again. These 2 H32313638353235**3236H cost $3,000.0, $1500 a piece. I would like for them to take this window out, properly installed it or to get a refund.

  

  Business Response

  Date: 03/17/2025

  Thank you for the information regarding Complaint ID #********. We have spoken with this customer since our last visit, as we understand they were not happy with the results of that appointment. We have a return visit set for 3/18 to verify all areas of the window are properly installed, so that we may address their concerns. We appreciate their willingness to work with us, and look forward to our upcoming appointment to bring this matter to a close for them. Thank you for the opportunity to respond. 

  

  Business Response

  Date: 03/18/2025

  Hello! We wanted to provide an update on Complaint ID #********. Our service visit ran today, and our technician completed a thorough assessment of the the windows and the installation. At the visit prior to this one, our technician confirmed that the windows were properly insulated at installation and also provided some additional adjustments to the frames themselves to ensure that the homeowner's concerns were addressed. At today's visit, all of those prior changes were still in effect and helping to control the air infiltration that the customer had reported. This customer has ********************** that operate, meaning that the sashes can move (open, shut, tilt) within the window frame itself. As such, because the window sashes have to be able to move, the windows will always have an element of air infiltration because they are not sealed/inoperable like a picture window. This is standard for this style of window, and part of the ratings system for this style of window. We have confirmed that the windows are operating exactly as they should. Thank you for the chance to provide an update! 

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 01/30/2025

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

• Initial Complaint

  Date:01/17/2025

  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 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

  Date: 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

  Date:01/13/2025

  Type:Customer Service 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 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

  Date: 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

  Date: 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

  Date:12/06/2024

  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 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

  Date: 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

  Date:11/11/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/17/2024

  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.

  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

  Date: 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

  Date:04/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/21/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/23/2024

  Type:Sales and Advertising 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 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

  Date: 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!