ComplaintsforUniversal Windows Direct of Charlotte

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had new windows installed late February. Several installation issues which two different technicians observed and acknowledged. Since then, no communication or follow up. We have left messages on both local and corporate customer service phones and if we do get a live person on the line are told someone will call us back and they never do. We need these issues corrected. We have paid $16K to them and one tech actually said we were being too picky when we complained about windows being installed backwards, crooked and leaning out. also, several have already began to have condensation inside. We have submitted pictures to customer service but again, no one will contact us.

  

  Business response

  04/17/2023

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner feels that our communication efforts have fallen short as that is never our intention. Our team leader has reached out to discuss the homeowner's service concerns with them directly. We will continue to reach out, as we have not yet been able to connect with them over the phone, so that we may bring this to a resolution with the homeowner. We appreciate their patience and we look forward to speaking with them. Thank you for the opportunity to respond. 

  Customer response

  04/18/2023

   
  I am rejecting this response because:

  They have absolutely not tried to contact us. We even emailed our sales rep and he responded and copied customer service  Nothing. I don't know who they are attempting to all but it is not me or my wife ************* or ************.)

   

  
  

  

  Business response

  04/21/2023

  Thank you for the additional response on Complaint ID #********. We were able to schedule a time to speak with the homeowner this week that was mutually convenient to discuss the photos that they sent and our next steps. We have reordered the glass to address the concerns with the grids and also will be working with the homeowner on the concerns that were brought up during the call. We have another follow up call set for next week so that we can keep an open line of communication with the customer. Thank you for the opportunity to respond.  

  Customer response

  04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Customer response

  08/02/2023

   
  I am rejecting this response because:
  

  This is a follow up to my original complaint filed on 4/14/2023 (Complaint # ********). This was supposed to be resolved and I stated I was satisfied with the resolution on 4/24/2023. As of today 8/2/2023 it is STILL NOT resolved. IF they do actually show up, they are not prepared with the correct product and materials to complete. Since the initial complaint, a technician has been out only once and without the new windows we were promised. He was directed to turn the panes around to correct the backwards grid issue but realized that cannot be done. Finally got **************** to order new ********************** which were supposed to be installed yesterday 8/1. No technician, no call. Contact Charlotte office and left message (of course, no one ever answers the phone) and received a call back with the standard "apologies, blah blah blah). Was supposed to get a call back this AM but had to call them. They were in a "meeting" and that was why we weren't contacted. now saying the replacement windows will be installed Tuesday 8/8 between *****. ANOTHER day that we have to adjust our schedule to be home to wait on them to correct something that should have been dealt with months ago. No one ever knows what was discussed, Lack of communication is horrible. We just want our windows corrected as we have already paid the full amount.

  

  Business response

  08/08/2023

  Thank you for the information regarding Complaint ID #********. We apologize that this customer has experienced multiple visits as we work to correct their service concerns under our lifetime warranty. The customer is highlighting a concern with grids that appear to be backwards in the glass. This is a very uncommon concern, which is why there has been some additional back and forth regarding the appropriate solution. We have our technicians going today for a service to help get this corrected, and are happy to follow up with the customer after this visit to ensure we are bringing this to a resolution for this customer. We appreciate their continued patience and we look forward to getting this resolved. Thank you for the opportunity. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If I could give zero stars, I would. My husband has been dealing with this nightmare for almost a year now. A YEAR. Horrible, lazy installation. Trim peeling off inside; the outside black trim was nailed on with WHITE nail heads, which had blown off in the wind and had to be tacked back in place by us temporarily. A faulty bay window installed and leaking onto my floors was supposedly ordered back in August. The manager or guy we continue to be put in touch with, ******, is beyond slack. Multiple calls questioning WHEN our windows will be fixed and the new replacement window installed (it takes about 15 attempts to get a response from this man). First, it was, "you are a priority since this is a remake from a mistake," then it was, "it's taking longer because they are white interior and black exterior windows" then there were just months of silence and no response. So we called the customer service line and not them ************************ in Charlotte, where we were notified the window was NEVER ordered. I was fuming. She assured us it would arrive by December. Here we are blowing them up again because it's January 19th, and nothing, no call, no update, not shit-you know why??? Because we have already given this garbage company all the money in full. Today the response from the said manager after, again, multiple attempts???? No apology, no explanation, "The estimated time arrival of the window is 3/20/23" in a TEXT. It is so unfortunate that you read reviews, do proper research on a company, and spend your hard-earned money to improve your home, only to get royally screwed. I am not one to sit and write extensive reviews, but if I can save ONE person from experiencing what we have had to go through, it is worth my five minutes of ranting.

  

  Business response

  01/20/2023

  Thank you for the outreach on Complaint ID #********. We apologize if this homeowner feels as though the communication around their project has fallen short, as that is never our intention. We do have the window remake on order and while we understand their unhappiness with the current estimated arrival date to our warehouse, it is just an estimate. The other windows on their agreement are installed, and as soon as this remake arrives, we will give the homeowner a call to schedule our return visit to replace the window and address any open concerns they have. We are confident that this will all be resolved, and we appreciate their patience as we await this order to arrive. Thank you for the opportunity to respond. 

  Customer response

  01/24/2023

   
  I am rejecting this response because: The original timeline had an expected arrival date of 6/19 for the replacement window. The staff never ordered the window. I don't appreciate the reply stating that the customer may not be happy with the estimated completion because it noted in MAY that the reorder needed to be placed, and several other issues still need improvement. Their installation crew confirmed all interior and exterior trim needed to be redone and all the caulking. Nothing, NOT ONE thing, has been done since May of last year.  We are less than satisfied with the work completed and the customer service, or lack thereof, we have had to deal with.  It took a complaint to BBB and reaching out to our local news station to get a proper response from this company.  We are livid.
  

  
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Continue to be harassed via calls and texts to my cell phone after requesting many times for them to cease. Have made it clear that I am not interested in their product.

  

  Business response

  11/11/2022

  Thank you for the outreach on Complaint ID #********. We apologize if our communications have caused this customer any sort of frustration. We will be working with our team to ensure that communications cease. We appreciate the chance to get this resolved. Thank you. 

  Customer response

  11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Invoice# ******-97 Work order# ****** This is for address *************************, Charlotte,**. ***** There are french doors,with side windows that have not been installed. I have made numerous calls and spoke with various people, all have said something different. Specifically, ******, warehouse manager, has lied on numerous occasions to me, he has promised and given me his word that he would call me back or promise installation. At this point I have given this company over $38,000 in business and paid over $34,000 to date. The last conversation with ****** he personally gave his word the doors would be in on 10/3/22 and he would personally call me for instalation. Neither of those things happened. This invoice the doors are on is from 11/17/2021. I simply want these custom doors to be installed ASAP.

  

  Business response

  10/06/2022

  Thank you for reaching out to us on Complaint ID #********. We would first like to apologize for the extended timeline that the customer has experienced on the door portion of their project. We are awaiting their door to arrive to our warehouse, and at this time we are anticipating an arrival on our truck next week. Our Operations Manager has reached out to this customer to discuss with them. As soon as we have the door delivered to our warehouse, we will give them a call to schedule the installation. We appreciate their continued patience and we look forward to getting this installed for them. Thank you! 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September the 24th 2022 I made a request for window replacement for my 2008 pickup truck by mistake, thinking this was an auto glass replacement company. I never completed the online request after recognizing that this was not the type of company that was needed. I immediately received a call saying that they had received my request for window service. I went on to explain to the representative that this was done in error and apologized for the mistake. I then received 4 more calls back to back for the same reason. all within a 30 min span. The calls continued all throughout the day and into the next week. I have emailed, texted and even spoke to several representatives explaining the mistake and asked them to remove me me from their call list. But to no avail the calls have not stopped. I would like to somehow have these harassing calls to stop! I am hoping with your help this issue can be resolved.

  

  Business response

  09/26/2022

  Thank you for the outreach on Complaint ID #********. We apologize if there was any confusion related to this customer's request and the subsequent communication. We will reach out to our communications team to ensure that the outreach stops as per the customer's request. We appreciate the chance to resolve this, and hope this customer will keep us in mind should he need anything in the future related to the products we do offer. Thank you! 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows Direct came out Friday, August 19th, 2022 to install a door that took 5 months to get. I noticed that evening the door wouldnt latch( u could just push open) ,, at that time the door locked, so I waited till Monday August 22 in the morning to call. She scheduled me for August 29th. Today Tuesday August 23 my door wont lock. I cant leave my home, go to work, get my medication, or take my father to the doctor! **************** said they still couldnt come out till next week !! I do not feel safe with my door not locking. There have already been break ins in my neighborhood. I am so worried and dissatisfied with Universal Windows of Charlotte and their crappy installation. I will definitely contact an attorney if this isnt resolved by tomorrow. I am stuck. I cannot financially stay at home for a week.

  

  Business response

  08/25/2022

  Thank you for the outreach on Complaint ID #********. We were able to get a technician out to this customer's property on Tuesday August 23rd. While he was at the appointment, he **** up some additional work that needs to be completed on the door, which should resolve the customer's concerns with the door. We have looped in our Operations Manager so that we can get an appointment scheduled with the customer. We will be reaching out to her ************************ to get this appointment set up. We appreciate the chance to respond and look forward to our next visit to ensure we get this all taken care of. Thank you! 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I sign a contract 9 weeks ago for 3 special order doors, UWD asked since I was on the Board for 14 gated/guarded communities if any way they could get on the Vendor list in return. I spent hours getting them approved. Then today I get a cancelation of project after 9 weeks. I had other projects lined up to floow the install of these doors and now everything backup to complete- THEY WILL BE ON THE DO NOT USE VENDER IN THESE COMMUNITIES NOW

  

  Business response

  04/28/2022

  Thank you for reaching out to us regarding Complaint ID#********. We apologize for any confusion or frustration with this homeowner's project. We have been working with him directly today to sort out any miscommunication and will be sending over the revised agreement for his review so that we can move forward on his project. We appreciate the chance to respond. Thank you! 

  Customer response

  04/28/2022

   
  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

  04/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with Universal Windows on 9/17/21 to have 32 windows and one door replaced on my home for total of $46,410, paid a down payment of $14,000 and financed the remaining. An estimated lead time of ***** weeks. The last week of December a crew was able to complete all 32 windows and I received a **** started making payments on 1/5/22 for the job even though I was told payments would not begin until the project was completed even though my door had still not been received or installed. Since then I have called on Jan 20th, Feb 4th, and March 9th to be told the door was still not ready; called March 22nd, told the same thing to which I requested a sales manager call me regarding the delay and offer a discount for the delay and terrible service inconvenience. I was told someone would call me back. I Called April 1 and was told the door MIGHT be ready by the end of April to which at this point I said I want the order for the door cancelled. I was told a sales manager would call me back. I called AGAIN today 4/7 because no one has called me, the customer service rep who answered knew exactly what my issue was before I even gave my name so they have noted my account however the order for the door has not been cancelled and I have received no phone call. The cost of the door is over $8,000 alone. I am requesting a discount from the company of at least 5% returned to me for this as well as a GUARANTEE that the door will be delivered and installed by 4/30/22 or I will receive a full refund.

  

  Business response

  04/08/2022

  Thank you for the outreach regarding Complaint ID# ********. We apologize if the delays on the door portion of this homeowner's project have caused any frustration. Our Sales Manager was able to speak with her yesterday and we will be cancelling the door portion of the project. We appreciate this customer's patience on their project, and we will be removing the door from the original agreement as well as authorizing the refund for the door. Thank you for the opportunity to respond. 

  Customer response

  04/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. They did contact me last night only after I submit my complaint and did refund the door however; and as I explained to the sales manager who called me its almost insulting that I had received several solicitation calls from Universal Windows for other services while this matter was being ignored. I am still requesting some sort of discount as a show of apology after the incredible amount of inconvenience and lack of response/consideration on the comapy's end
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first crew installed my windows and did a good job, the second crew were illegals and did not speak English, they made a mess of my siding and cut the decoration off the top of my windows, the siding is a horrible job, and they broke my fence and my big trash holder, I have contacted them 100s of time and they pass me around or do not answer my calls, this has gone on over 2 years, I'm tired of the excuses, this mess needs to be finished, I've had it.

  

  Business response

  02/15/2022

  Thank you for the outreach regarding Complaint ID #********. This customer is not located or served through our Charlotte location. We had to order materials in order to address the final repairs needed on this homeowner's property. We have kept her up to speed on this, and our Warehouse Manager has reached out to provide a status update. We look forward to getting our return visit scheduled with this homeowner. We appreciate her continued patience! Thank you for the opportunity to respond. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 28,2020 I submitted pictures of windows as seals in 7/8 windows were not working there was mold growing in one of windows. New windows were ordered except for 3 in house after **** came out .She returned in March? and installed new windows as well as caulked outside windows that were not done during installation. June 30 she brought the last windows but was unable to install as wrong size as well as glass broken in kitchen replacement. Windows were supposed to be in in six weeks. Called in Sept was promised call back didnt happen finally called again told in September 17,Called end of Sept windows not in .Told will be in early Oct on a Friday. Never heard back called windows not in told in on the 27th. Have not heard anything from company.Their communication is extremely poor actually non existent.

  

  Business response

  11/01/2021

  Thank you for reaching out regarding Complaint ID #********. We do sincerely apologize for the delays in the last few pieces of replacement glass that this homeowner has experienced. These replacements are covered under the homeowner's lifetime warranty with Universal Windows Direct, and we are committed to honoring that warranty. We are awaiting the new glass to arrive to our warehouse, and once it does, we will be calling the homeowner to schedule our return visit so that we can get her remaining warranty service concerns all taken care of. We appreciate her continued patience and look forward to our next service appointment. Thank you for the opportunity to respond. 

  Customer response

  11/02/2021

   
  Complaint: 16077251
  
  I am rejecting this response because: The request to perform warranty work was initiated on 10/28/2020 your service tech was here on 11/20/2020. On 11/20/2021 it will be a year that this has been initiated with minimal to no effort put into these delays. I beginning to feel my only way to get this done is to obtain legal counsel. Phone calls not returned no manager follow up despite being told yesterday when I called that warranty work is a priority. 
  Please send a date for this to be completed. 
  Sincerely,
  
  ***********************

  

  Business response

  11/03/2021

  Thank you for the follow up regarding Complaint ID# ********. We have spoken with this homeowner regarding her experience and open service ticket. We were able to explain our commitment to our lifetime warranty. While it is truly never our goal to have delays, or multiple service appointments to remedy a warranty concern, it can happen and we are working to get this homeowner's concerns resolved.  Which we will continue to do anytime she were to have a service need come up throughout the lifetime that she owns the home. The estimated arrival date for her parts is next week, we will be following up with the homeowner to let her know if her parts arrive so that we can schedule a return visit with our service tech. Thank you for the opportunity to respond. 

  Customer response

  11/16/2021

   
  Complaint: 16077251
  
  I am rejecting this response because: Customer service did reach out and product was brought to my house however once again the product was incorrect  one window had no grid and the lock on one replacement does not align easily with its counterpart to secure the window.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/16/2021

  Thank you for the response to Complaint ID#********. The lock not lining up was brought to our attention after the service appointment last Friday. The homeowner requested to wait to service that until we have the additional sashes that were requested to be ordered. While we apologize for the manufacturing error that resulted in one of the sashes coming without grids, all of these concerns are covered under our lifetime warranty that this homeowner has. We will continue to stay in touch with her so that we can ensure these service items are resolved, as part of our ongoing commitment to our lifetime warranty. Thank you for the opportunity to respond.

  Customer response

  11/18/2021

   
  Complaint: 16077251
  
  I am rejecting this response because: This is the second attempt for window warranty work to be completed .Each time there has been manufacture rejection of product therefore delaying repairs and two times product delivered were incorrect size and broken glass or as in this delivery missing correct window. Window was never installed so not sure if it was the correct size.I have been told that delays have happened to ensure correct and quality products. It is unclear to me on what the relationship is to the manufacturer since there seems to be lack of inspection to ensure appropriate products. The resolution I am requesting that they expedite this repair and update me frequently as to status.I would also like a copy of the ticket to ensure all windows were ordered. The next visit will be the third for the same windows. To date I feel like Im just getting when we get around to it service. As far as the window I called the same day service tech was here The reason I discovered it after she left was I had her leave the window open following CDC guidelines for strangers in house .
  
  Sincerely,
  
  ***********************

  Customer response

  12/21/2021

   
  Complaint: 16077251
  
  I am rejecting this response because:I still have not received replacement windows despite promises to communicate .This has been over a year each time orders are incorrect Company just makes excuses .Seals broke in all my windows
  
  Sincerely,
  
  ***********************

  Customer response

  12/21/2021

   
  Complaint: 16077251
  
  I am rejecting this response because:

  I was told an agent would contact me to schedule appointment for replacement windows.Once again it was up to me to contact company for follow up.Per my conversation from the 13th at 344 pm I was told windows were in process of shipping and anticipated a call to schedule date yesterday . Due to the amount of miscommunication and failure to complete replacement I am requesting complaint to stay open till service completed successfully. Txu 

  
  
  Sincerely,
  
  ***********************

  

  Business response

  12/21/2021

  Thank you for the additional outreach on Complaint ID #********. We have been in communication with this homeowner for her service request. We spoke to her last week and let her know that the materials would be shipping on our truck on Friday 12/17 to get to our Charlotte warehouse this week. The sashes arrived to our Charlotte warehouse this morning, and we have her scheduled for a service next week on 12/29. We will continue to honor the lifetime warranty for this customer, and apologize if she is frustrated by the timeline. Thank you for the opportunity to respond. 

  

  Business response

  12/21/2021

  Thank you for the additional outreach on Complaint ID #********. We have provided the homeowner with updates since our last order was placed. As mentioned in our last response, we have a return service visit scheduled for next week to replace the sashes. We look forward to our upcoming appointment. Thank you for the opportunity to respond. 

*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. ↩