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:11/13/2025

  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.

  Apprx 6 months ago, Universal Windows came out to install 3 doors in our home (Sliding Glass, front door and garage access door). Crew they sent did not finish the job stating that they did not have the correct/enough material to finish. They left with doors that have exposed insulation and no trim and mismatched trim. The crew left scrap material, trash, tools and screws/nails in the yard where my animals and child play. When the crew left they had me sign to pages that said that they would be back out in a couple of weeks to finish the job with the needed material listed in the paperwork. I have reached out to the company numerous times and left multiple messages both voicemail and with actual people all with promises that they would return my call. This has again been going on for about 6 months. I told them if they did not respond to me I was going to inform the BBB. The individuals I told that to did not seem to care.

  

  Business Response

  Date: 11/14/2025

  Thank you for the information regarding Complaint #********.We reviewed the account and can confirm that we attempted to contact the customer on 11/6/2025. As discussed with the customer during our phone call yesterday,it appears there was a disconnection issue that prevented successful communication, and we are sorry for any inconvenience that created. We are glad we were able to contact the customer to review the remaining items and ensure we are aligned with the next steps. Per their request, we have scheduled the inspection appointment for 01/06/2026. We appreciate the customers patience and are committed to completing this work promptly and professionally.

• Initial Complaint

  Date:10/09/2025

  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.

  All of our windows were replaced earlier this year by Universal Windows Direct and we had a good experience with them. One of our windows in the basement was installed crooked or became crooked. The woman who came out in ****** said she reported the service work needed, but we never got a call. I called service directly and they set up for a technician to come out. The technician stated that the initial complaint was never filed/reported to them. He documented the work needed and said he did not have a truck with him to fix it, but that we would hear from someone in a day or two. That was on 9/17/25 and we have yet to hear from anyone. The warranty policy doesn't seem to be working for us :(

  

  Business Response

  Date: 10/10/2025

  Thank you for the information regarding Complaint #********.We apologize for the delay in communication regarding this customers service.Our records show that a voicemail was left on September 18th, the day after the technicians visit, to schedule the work needed, and another follow-up voicemail was left on October 10th. We understand the customers frustration and regret any inconvenience caused. Our team remains committed to resolving this matter and ensuring their service is completed promptly. We welcome the opportunity to connect with the customer at their earliest convenience to finalize the appointment. Thank you for opportunity to respond. 

  Customer Answer

  Date: 10/14/2025

  Complaint: 23993799
  
  I have reviewed the business' response and am rejecting it because:

  We have no record of a call from Universal Windows on September 18, 2025. The call on October 10, 2025, was after the BBB complaint. There has to be an easier and more direct way to make appointments. I have just made an appointment for Monday, 10/27/25, so hopefully all will be resolved.
  
  
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 10/15/2025

  Thank you for the response regarding Complaint #********. We appreciate the customers response and are glad to confirm that the appointment has been scheduled for October 27, 2025. Our team looks forward to completing the necessary work at that time. We remain committed to ensuring the project is completed to the customers satisfaction and appreciate their patience and cooperation as we work to bring the matter to full resolution.

• Initial Complaint

  Date:08/29/2025

  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.

  Our soul purpose was to get a window big enough to escape through in the basement. We couldn't order just one window without paying a big minimum, so we decided to replace all basement windows. We were ASSURED it would be big enough, using the awning window. It hinges in the middle and leaves 5 inches of clearance. So we spent ***** and are right back where we started. From the outside, it looks unfinished with our old ***** metal frames. We were shown a picture of an outside basement window, which looked beautifully finished, to specifically show us how nice it looks. Ours does not match what we were shown.

  

  Business Response

  Date: 09/03/2025

  Thank you for the information regarding Complaint ID: *********** appreciate the customer sharing their concerns, and we are committed to addressing them thoroughly. We have scheduled a comprehensive evaluation of the customers installation for 9/4/2025 to discuss all the concerns. Please be assured that if any repairs are necessary, we will take care of them promptly.Our goal is to resolve this matter successfully while adhering to our contract and warranty terms. We appreciate the customers continued patience, and we look forward to our appointment with them soon. 

  Customer Answer

  Date: 09/04/2025

  Complaint: 23814921
  
  I have reviewed the business' response and am rejecting it because: the only reason we got ALL new basement windows was due to needing an escape route window for a bedroom; they have a minimum $3,000 for only one window. If they told us they didn't have a window that worked, we would not have given them our business and about $8,000. I am not satisfied and closing out my complaint until I know the end result. A technician did come by today and met with my husband. 
  
  
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/09/2025

  Thank you for the response to Complaint ID: ********. At **********************, we strive to maintain open and clear communication with our customers to prevent any misunderstandings.  We understand that the customer felt misled regarding their window order. As per our contract with them, they ordered one awning window and four 2-lite slider windows, with sizes explicitly outlined in the measure sheet. It is important to note that the contract does not include any stipulation regarding a requirement for individuals to fit through the windows for emergency escape purposes.  To avoid any potential miscommunication, our contract clearly states, Verbal promises can cause misunderstandings; therefore, this contract constitutes an entire understanding of the parties, and no other understanding, collateral, verbal, or otherwise shall be binding unless signed by both parties. This means that all contractual obligations have been fulfilled as per the agreed terms. To further assist the customer,we scheduled an appointment to have a crew come out on 9/17/2025 and cap the basement windows to ensure their satisfaction. It is our priority to work with our customers towards a resolution whenever possible.  We appreciate the customerspatience and understanding, and we also want to be clear that any additional windows outside of the original agreement would require a new contract. Thank you for your attention to this matter. We are committed to resolving any issues in a fair manner and look forward to addressing this situation. 

  Customer Answer

  Date: 09/11/2025

  Complaint: 23814921
  
  I have reviewed the business' response and am rejecting it because:
  The salesman got out his tape measure to show us what size opening there would be once the window was opened. He even talked about how the screen just pops right out so it would be very easy. Your salesman LIED about the window. Why would I even think I have to read fine print on a window contract?! It's not a divorce contract, it's WINDOWS: that ***** ***** told us would be big enough to fit through.  $8,000 is a lot of money to spend and not get the outcome you expected, and were TOLD you would get. 
  
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/04/2025

  11/4/2025 PE:  Initial email to the consumer informing her of the mediation status.  Asked for documentation to be sent to my email.  Explained that once her desired outcome is determined, I'll contact the business on her behalf and begin the mediation process. Provided my contact information.

  11/4/2025 PE:  Email from consumer with one piece of supporting documentation.  They are looking for a refund and indicated that they have not sought out other bids from other companies.  Call and email back to her to discuss.

  11/5/2025 PE:  Spoke with consumer and she will gather supporting documentation on remediation of window from third parties.

  11/12/2025 PE:  Spoke briefly with *****.  (She's a school teacher and not able to talk except during her plan period.)  She stated that she will call me back about 3:30 today.  ***** called and is asking for a full refund of $7982.00.  The window she wanted replaced wasn't done to her satisfaction (her daughter can't get out of it--it's in the basement where the girl's bedroom will be) and she was convinced to buy windows she didn't want.  Also provided her with the link to the **'s office to file a complaint there.

  11/13/2025 PE:  Will email and follow up with a phone call to ***** with the offer from the company which is the following:  

  Option 1:We can deduct $500 from the remaining project balance, leaving a total due of $298. The full project warranty will remain in place. We will need the customer to sign the settlement agreement confirming that this adjustment is being made as an act of goodwill and that the concern with the awning window has been fully resolved.

   

  Option 2:We can waive the entire remaining balance of $798, bringing the total due to $0. With this option, the customer would lose the warranty coverage on the awning window and would be required to sign a settlement agreement stating that the concern has been addressed, the warranty on that window is void and the project is considered *********** conclusion, we are unable to offer an entire refund of the project, as all products, including five windows and an entry door, have been installed and the remaining balance is solely related to the final payment owed.

  11/20/2025 PE:  Email to consumer.  Asked for an email response and let her know my availability should she need to discuss.

  11/24/2025 PE:  Email from consumer:  We've filed the ** complaint, and they've emailed back saying they are looking into it, and it may take up to 30 days. We're going to wait and see if anything changes. Both of those options are ridiculous. We may move forward contacting a consumer rights attorney. Please let me know what else you need from me at this time.  Emailed the consumer back and asked her to contact me by phone at her convenience (she's a school teacher and has limited time during the day) to discuss.

  11/25/2025 PE:  Short discussion with consumer about the two options.  Encouraged her to consider Option 2.  She will discuss with her husband over the holiday weekend and get back with me next week.

  12/3/2025 PE:  Spoke with *****.  She is not satisfied with either of the options.  They want a full refund of the $1900 of the window that was put in as a "last resort."  However, they don't want to ask for that yet; waiting to hear back from the **'s office.

  12/9/2025 PE:  Email to ***** with the final offer from the busness.  Explained that we ask for a good faith effort from the businesses and we believe that they offered her that.  Informed her that the complaint would close as answered but the consumer remains dissatisfied.  She can continue to pursue the case with the **'s office.

   

  

  Business Response

  Date: 11/04/2025

  11/4/2025 PE:  Email to the complaint handler (******) to inform her of the mediation status.  Explained that I had reached out to the consumer to determine her desired outcome and that once I heard back, I'd contact Sydney to begin the mediation process.  Provided my contact information.

  11/12/2025 PE:  Email to the complaint handler after speaking with the consumer.  The desired outcome is a full refund of $7982.00.  Asked for a good faith effort and for the complaint handler to contact me directly.

  11/13/2025 PE:  Phone call and discussion with Sydney.  She made an offer and sent the offer in writing via email:  Hi *****, Thank you again for taking the time to speak with me today. As discussed, below are the resolutions we can offer the customer regarding their project:Option 1:We can deduct $500 from the remaining project balance, leaving a total due of $298. The full project warranty will remain in place. We will need the customer to sign the settlement agreement confirming that this adjustment is being made as an act of goodwill and that the concern with the awning window has been fully resolved.Option 2:We can waive the entire remaining balance of $798, bringing the total due to $0. With this option, the customer would lose the warranty coverage on the awning window and would be required to sign a settlement agreement stating that the concern has been addressed, the warranty on that window is void and the project is considered *********** conclusion, we are unable to offer an entire refund of the project, as all products, including five windows and an entry door, have been installed and the remaining balance is solely related to the final payment owed.If you need any additional information or clarification, please let me know.Thanks! ****** **********/Customer Experience Assistant *************************************************************************** & The Bath Authority P: ************

  12/5/2025 PE:  Email to ****** about the counter offer/request for refund of $1900 from the consumer.  ****** is out of the office today and I asked her to call me back at her convenience next week.

  12/8/2025 PE:  Email from ******:   I did speak with my Operations Manager, and our final offer will be to wipe the remaining balance of $798 and losing the warranty on the one window. We are not able to offer more than that. 

• Initial Complaint

  Date:07/19/2025

  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 six windows installed by Universal Windows Direct (UWD) on 6/6/2025. During the installation, there was damage to my tile/grout around one window (above sink) and gutter damage that occurred due to the workers accessing my patio roof to access the second story windows. Damage was reported on the paperwork at the time of install. *** did not contact me to discuss.I reached out to discuss and provided requested pictures to document the situation 6/19/2025. Since that communication, I have emailed the employee that I was working with several times and not receievd a response.

  

  Business Response

  Date: 07/25/2025

  Thank you for the details regarding Complaint ID #********. We would like to first apologize if there was a delay in resolution for this customer after they submitted the photos from their installation. We have sent the photos to our ********************* team for review so that we can provide this customer with options for next steps. We appreciate the chance to bring this to a resolution quickly. Thank you for the opportunity to respond.

  Customer Answer

  Date: 07/29/2025

  Complaint: 23624262
  
  I have reviewed the business' response and am rejecting it because: I first reported the issues upon installation 6/6, and I have been waiting for six weeks since I provided the requested information and documentation (pictures provided 6/19) without any proactive responses on the part of Universal Windows Direct (UWD). I have also requested updates on 6/29, 7/14, and 7/19 with no further progress. I am reluctant to accept this resolution until I receive communication from them to discuss next steps. *** has my phone number and email and can contact me any time.

  After we have resolution of the problem, i will be happy to close the case.

  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 08/01/2025

  Thank you for the additional response on Complaint ID #********. We have sent over an offer to the customer with regards to next steps. We will continue to work with him directly to get this fully resolved. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Universal Windows Direct late March of 2025 about replacing two windows on my home. The salesperson came out within a few days, explained the windows and process. The salesperson explained that to lock in the price, I would need to sign today to get the process moving along. I explained that I live in a historical neighborhood and may require a permit from the city. The salesperson put on the contract "no permit needed". Later on, I found out a permit may be needed, so I called the company and THEY confirmed a permit would be needed and that THEY would handle the permit process. They also communicated, on a recorded line, that they were at fault for producing the windows prior to getting the permit. I have spoken to no less than five people in the last few weeks, all of whom said a manager would follow up about cancelling the contract and receiving a refund. After more than two weeks, I have received no contact. I called the company this morning and left a very detailed message (as they have never once actually answered the call) and stated I would need a call back today. I have received no contact again. I want my money back as soon as possible.

  

  Business Response

  Date: 06/20/2025

  Thank you for the information regarding Complaint ID #********. We would like to first apologize that we were not able to install this project, as it is always our goal to get projects completed for our customers. This was a unique situation with the permits/city and as a result we have worked with the customer, have cancelled the job, and will be processing a full refund for the deposit and the financing. We appreciate the homeowner working with us on this. Thank you for the opportunity to bring this to a resolution. 

  Customer Answer

  Date: 06/23/2025

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

• Initial Complaint

  Date:05/08/2025

  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 ordered all new doors and 1 of them was installed in damaged condition they agreed to replace, ordered a replacement,came to install, it was the wrong door in the meantime I had storm damage on the front, insurance wouldnt cover so I paid 700+ dollars for a replacement was ordered I called and they told me doors were in they would be here 5/8 to install but on that day nobody installed and they didnt know anything about what was going on After several calls and call backs they said they would come the following week to install I took the day off work with no pay and now I have to do it again I want my money back to compensate me in the form of a check payable to Only ******* *******

  

  Business Response

  Date: 05/12/2025

  Thank you for the information regarding complaint #********. After reviewing the account, we were able to locate where the error in scheduling originally occurred and will use this as a training opportunity for the future. We do want to recognize the error made on our end and offer our deepest apologies that the work was not able to be completed last week. The customer was able to speak with one of our team members on 05/08 and got rescheduled for our first available date of 05/14 so that we can complete the service. The service in question is something outside of warranty coverage, so we will not be able to waive any of the fees or offer a refund as a result of the rescheduled date. 
  We have this visit set with our installation crew, and we look forward to our upcoming appointment to bring about a resolution with the customer. Thank you for the opportunity to respond! 
  
  

  Customer Answer

  Date: 05/16/2025

  So they came out on the date they scheduled it and again installed a damaged door  AGAIN   Called them on Friday ( the install of the 2nd damaged door was Wednesday ) I have to take yet another day off for another install. I am requesting that I be compensated for the unpaid time I have been forced to take off at the hands of the incompetent people    

  Customer Answer

  Date: 05/16/2025

  They came to do the Install and AGAIN installed a damaged door. Called and reported it and they got photos from the installer Wednesday. Now its Friday and they said they will call back on Monday or Tuesday when I called today. So I will be forced to take yet another unpaid day off work I deserve to be compensated for the days I have already had to take off and the future day (at least another day) I will be forced to take off work. Monetary compensation is the only acceptable option 

  Customer Answer

  Date: 05/16/2025

  Complaint: 23304681
  
  I have reviewed the business' response and am rejecting it because:
  
  They came to do the Install and AGAIN installed a damaged door. Called and reported it and they got photos from the installer Wednesday. Now its Friday and they said they will call back on Monday or Tuesday when I called today. So I will be forced to take yet another unpaid day off work I deserve to be compensated for the days I have already had to take off and the future day (at least another day) I will be forced to take off work. Monetary compensation is the only acceptable option 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/22/2025

  Thank you for the additional response on Complaint ID #********. We want to first apologize that there is a small dent in one of the two storm doors installed at our last visit. We do our best to avoid situations like this; however, we want to assure the customer and the ******************** that we are committed to getting this resolved as quickly as possible. The new storm door has already been ordered and we hope to schedule our return visit with the customer as soon as the new door arrives. We are happy to do our best to work with their availability as well, so that the appointment is the least disruptive as possible. This is not something that we can provide compensation for though, the work was still completed at that last visit, and we will install the new storm door as soon as it arrives and we can get the homeowner scheduled. Our priority is to ensure this is completed for the customer. We appreciate their continued willingness to work with us and look forward to bringing about a resolution as quickly as possible. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:04/16/2025

  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.

  The work completed by Universal was good, quality work. However, since our windows have been done (over two years ago) weve received multiple calls per week trying to sell more services (doors, bathtub/bathroom, etc). I have blocked numerous numbers to try and ease the call frequency. I have asked to be removed from their calling list multiple times. At this point wish I wouldnt have worked with the company at all. I will not recommend their services to anyone because of the incessant sales calls that follow the work.

  

  Business Response

  Date: 04/18/2025

  Thank you for the information on Complaint ID #********. We would like to apologize if this homeowner felt frustrated by our outreach attempts, as that is never our intention. We have requested that they are removed from our communication outreach list going forward. We hope they will reach out should they have any warranty concerns in the future. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:03/21/2025

  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.

  On December 28, 2022, we signed a contract with ******, a Universal Windows Direct representative, for windows. We chose your company despite higher costs due to the promise of a lifetime warranty with no fees. The windows were installed on March 15, 2023, and while the installation was excellent, some clasps failed. A technician replaced the windows at no charge, consistent with the warranty.On June 19, 2024, we signed a contract with ******* for siding, again assured of the same lifetime warranty. The siding was installed on September 12, 2024, but the experience was disappointing. The installers had communication barriers, cut our cable line (disrupting my work), and completed a two-day job in under eight hours. The siding began falling within a day, and holes were left under the sunroom.Universal sent a technician, who recommended a full reinstall, but on January 2, 2025, only the loose pieces were fixed. By January 28, the siding detached again, requiring another visit. On March 19, 2025, I contacted Universal regarding further issues and was informed of a new $149 service feecontradicting our original agreement.If this is a new policy, we believe we should be grandfathered into the original no-fee terms.

  

  Business Response

  Date: 03/27/2025

  Thank you for the information regarding Complaint ID #*********** appreciate the chance to review this customers accounts. ***'s Lifetime Warranty is still intact, it covers the costs of all products and materials related to verified warranty claims. The warranty that the customer agreed to has not been taken away, as we will continue to service the customers needs as long as they are within the warranty guidelines, and for as long as they own the home.
  The customer has two different accounts with UWD, one installed in December of 2022 and another in September of 2024. The service trip charge was not and is not being charged to the customer at this time, as they called in with a warranty concern for their job that was installed in September on 2024. The service trip fee is only charged for claims that are outside a year of installation, and covers the technicians visit to their property to complete the work. The fee would be charged starting 09/13/2025. The customer was advised of the trip fee on 03/19 to make sure they were up to date on the fee for future services, as this is a newer policy. The customer is advised to call into our **************** line so we can get them scheduled for their warranty concerns at no cost to them but as part of robust warranty program. We apologize on behalf of the company for any confusion and look forward to resolving this customers concerns.

  Customer Answer

  Date: 03/30/2025

  Complaint: 23099021

  I have reviewed the business' response and respectfully reject it due to the following:

  Had we known about the $149 service charge, we would not have contracted Universal Windows. At the time we signed the agreement there was no such fee; please see the attached documentation. Universal Windows continues to advertise the absence of this fee.

  If this is a new policy, we believe we should be exempt. As a matter of ethical business practice, Universal Windows should uphold the original agreement and not alter terms after the contract was signed. The claim that the agreement allows for unilateral term changes is unacceptable.

  Universal Windows has visited my home 5-6 times to address ongoing issues with my siding, yet the original problem persists. After a year, we would essentially be paying Universal Windows to rectify their own mistakes, not ours.

  

  Business Response

  Date: 04/02/2025

  Thank you for the additional response on Complaint ID #********. We would like to be clear that we have not charged the customer anything for the return visits that we have made to their residence to perform warranty work on the siding installation, and we will continue to honor the customers warranty in accordance with the terms of the agreement that they signed for their siding project.  The customer seems to be objecting to the possibility of such a service trip charge being applied in the future if additional warranty work is required after one year from the installation, which would be possible based on the terms of the Agreement that was signed for their siding job. We will continue to honor the warranty terms as outlined in our agreements and based on the projects we are contracted for with the homeowner. Thank you for the opportunity to respond.  

  Customer Answer

  Date: 04/18/2025

  My complaint is as follows: 1. Universal Windows is attempting to charge a service fee for window-related issues, despite no such fee being outlined in our contract. 2. Universal Windows intends to impose a $149 service fee for each siding-related issue after 9/25/25, even though the warranty clearly states no service fees will be charged for issues covered under the warranty. 3. Universal Windows has not completed the agreed-upon siding repairs. I am still experiencing issues with the siding, and based on their current policy, I would be expected to pay additional fees after 9/25/25 for them to correct unresolved issues that should have already been addressed. 

  On March 19, 2025, I contacted Universal Windows regarding two separate concerns: my windows and my siding. The project manager informed me that someone would be sent to inspect and fix the siding at no cost. However, she also stated that a $149 service fee would be required to assess the windows. I explained that we never agreed to any service fees and that such fees are not included in our agreements. 

  In response, she stated that Universal Windows reserves the right to change the terms of the agreement at any time, but as a customer courtesy, she would waive the fee in this instance. She then proceeded to explain that beginning September 25, 2025, we would be charged $149 for every service visit related to the siding, regardless of the issue. I reiterated that we did not agree to such terms and that we would not pay Universal Windows additional fees to correct their own workmanship. The agreement we received clearly states: Please note that the True Lifetime Warranty does not include defects resulting from abuse, misuse, neglect, vandalism, or acts of nature. In the event that defects in the product appear within the warranty constraints, no service costs will ever be charged. This language is found in the document titled True Lifetime Warranty, which was presented to us alongside the siding agreement and serves as an addendum. Had we known Universal Windows would not honor the original terms of the agreementor would reserve the right to alter them unilaterallywe would not have agreed to move forward with the project. 
  

  

  Business Response

  Date: 04/23/2025

  Thank you for the additional response on Complaint ID #********. We remain ready and willing to schedule a technician out to address the siding services that the customer had called in about. Our representative on the phone was working to make the customer aware of the Trip Charge, as this is a newer initiative. As we have outlined, the customer has two different projects with our company. A window project sold in 2022, and a siding project sold in 2024. The service trip charge is included in our warranty (*****************************************************************************************************) and is also included in the terms and conditions of the Agreement signed on the Siding project, which is the most recent agreement signed by this customer. Our representative provided information about these charges and was clear that any services for the siding would be covered without a charge, as we are still within a year of installation. The window services that were brought up on the first project would ultimately fall under the Service Trip Charge process, but no fees were going to be charged to the customer at this time, as we were making her aware of the charge, and wanted to ensure we get her service concerns handled. 
  While we understand this customer's frustration, our business reserves the right to update policies and procedures as needed, and we do our best to minimize the impact on our customers, which is why the Lifetime Warranty remains intact. 
  Thank you for the opportunity to respond! 

  Customer Answer

  Date: 04/28/2025

  I am willing to schedule a technician visit to address the issues with my siding, as well as to inspect and resolve the concerns regarding my windows.
  When I initially contacted your office, the representative did not make an effort to inform me about any changes to the warranty terms.Instead, she attempted to charge me a service fee for the technician visit for the windows. It was only after I pointed out that our original contract for the windows did not include such a fee that she agreed to waive it, stating that it was being done as a "one-time customer courtesy" and warning me that I would be charged for any future visits.
  As outlined in our agreements, a service fee is to be applied only if damages fall outside of the warranty coverage. If Universal Windows has made any changes to its warranty terms, we should have been properly notified prior to any modifications being implemented.
  An ethical approach would require honoring the original terms of both contracts. Specifically, the service fee for window concerns was not part of our agreement, and service fees related to the siding were only to be charged if the damage was deemed outside the warranty.
  I respectfully request that our account be updated to accurately reflect the original terms of our agreements, with no unwarranted service fees applied.
  Thank you for your attention to this matter. I look forward to your prompt response.

  Customer Answer

  Date: 04/28/2025

  Complaint: 23099021
  
  I have reviewed the business' response and am rejecting it because:

  I am willing to schedule a technician visit to address the issues with my siding, as well as to inspect and resolve the concerns regarding my windows.
  When I initially contacted your office, the representative did not make an effort to inform me about any changes to the warranty terms.Instead, she attempted to charge me a service fee for the technician visit for the windows. It was only after I pointed out that our original contract for the windows did not include such a fee that she agreed to waive it, stating that it was being done as a "one-time customer courtesy" and warning me that I would be charged for any future visits.
  As outlined in our agreements, a service fee is to be applied only if damages fall outside of the warranty coverage. If Universal Windows has made any changes to its warranty terms, we should have been properly notified prior to any modifications being implemented.
  An ethical approach would require honoring the original terms of both contracts. Specifically, the service fee for window concerns was not part of our agreement, and service fees related to the siding were only to be charged if the damage was deemed outside the warranty.
  I respectfully request that our account be updated to accurately reflect the original terms of our agreements, with no unwarranted service fees applied.
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/05/2025

  Thank you for the additional response on Complaint ID #********. We are happy to work with this customer to schedule a technician out to address the siding services. We would like to reiterate that the customer has two different projects with our company. A window project sold in 2022, and a siding project sold in 2024.
  Our representative provided information about the trip charge on the window project as it is a change; however, the Service Trip Charge does not negate the offering of the Lifetime Warranty.  With regards to the Siding project, as we are still within a year of the installation, any services for the siding would be covered without a charge. As outlined in the agreement, anything outside of a year will be subject to the Service Trip Charge, while the Lifetime Warranty remains intact.  The window services that were brought up on the first project would ultimately fall under the Service Trip Charge process, but no fees were going to be charged to the customer at this time, as we were making her aware of the charge for the future, waiving it for this occurrence due to it being a newer policy, and because we wanted to ensure we get her service concerns handled. 
  This is what we are able to offer the customer as outlined by both the most recent agreement and our Lifetime Warranty. Thank you for the opportunity to respond.

  Customer Answer

  Date: 05/13/2025

  I have reviewed the business' response and am rejecting it because:
  As previously stated, I am fully willing and ready to proceed with the necessary repairs. However, I request that our account be updated to reflect and honor the original terms of our agreements.
  While I acknowledge that there are two separate agreements in place, it appears that they are being treated as a single, combined agreement. The first agreement does not reference any service fees nor does it stipulate that the terms of the warranty or agreement may be altered. In contrast, the second agreement clearly specifies that a service fee would only apply if the damages fall outside the scope of the warranty.
  The current approach of charging an upfront service fee for both agreements, prior to any assessment of the damage, constitutes a deviation from the agreed-upon terms. As such, this does not align with the original agreement, and I believe it is unfair and unethical to alter the terms post-signature without prior notification or consent.
  Had we been informed that such changes would occur, we would have reconsidered proceeding with this service provider.

  

  Business Response

  Date: 05/20/2025

  Thank you for the additional response on Complaint ID #*********** appreciate the customers feedback and want to also confirm that we are on the same page with this discussion being about two different contracts with our company.
  The Lifetime Warranty remains intact across the board. The first contract is ultimately subject to the service trip charge for appointments, as we do reserve the right to update our warranties. We will continue to honor the waiving of this fee to inspect their concerns and should any additional appointments be needed after this inspection to complete any work found to address their service concerns, the fee will continue to be waived. Outside of this, the trip charge may be applied for future services as per the updated warranty and/or scope of the work being requested.
  The second contract is still within one year since installation so, as stated, our team was simply making the h/o aware of the possibility of the charge in the future. Should the homeowner like to schedule their services, we ask that they reach out to our Customer Experience team, and we would be happy to work with them to get a technician to their property. Thank you for the opportunity to respond!

  Customer Answer

  Date: 05/29/2025

  Thank you for the update
  
  This concern remains unresolved. I would like our account to be updated stating that the fee is to be waived for the first contract and will only be charged if the service is outside the scope of the warranty. 

  

  Business Response

  Date: 06/03/2025

  Thank you for the additional reply on Complaint ID #********. We are unable to waive the fee indefinitely. We are happy to work with this customer on a case by case basis regarding any service needs in the future, and as previously mentioned, we remain ready and willing to service their project based on the concerns she had mentioned without the fee being applied. Thank you! 

  Customer Answer

  Date: 08/28/2025

  They have yet to begin the work on the siding of my home. I have contacted the office several times and the last thing a *** told me was that they were going to call me when they receive word from their operations manager on how they would proceed with the project. I placed that call this past Monday. The siding is fall apart and hanging off the side of my home and will need to address immediately. 

  Customer Answer

  Date: 08/28/2025

  They have yet to begin the work on the siding of my home. I have contacted the office several times and the last thing a *** told me was that they were going to call me when they receive word from their operations manager on how they would proceed with the project. I placed that call this past Monday. The siding is fall apart and hanging off the side of my home and will need to address immediately. 

  

  Business Response

  Date: 09/02/2025

  We understand the customers concerns and apologize for the delay. At the most recent appointment, our team was unable to complete the siding work as originally planned because the project requires a full installation crew to be on site. Our Operations Manager is actively working to coordinate the full team needed and will be following up with the customer this week to confirm a scheduled installation date. We remain committed to completing the work and we thank you for the opportunity to respond. 

• 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,
  
  ********* *******