ComplaintsforUniversal Windows Direct of Charlotte

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6 years ago we had Universal Windows and Siding side our house with their lifetime guarantee. 3 different sub-contractors and a month later our house was done. It looked like a shotty job, but I am not in the siding business. We have had siding fall off our house twice over the past 6 years, first time they had to pay to have my car painted since it hit my car. Most recently 2 pieces have fallen off in different spots but in the same area as the first time. It's been a month and a half and still no resolution to their lifetime warranty. They sent someone out in early March who told us and Universal it was a bad job and needed to be fixed. It is April 24th and I have given them enough time, they don't call back when they say they will. 3/20 they needed a couple days, it's been over a month and I am still missing siding on my house. DO NOT RECOMMEND! Nothing has ever gone well with them except for them getting our money, they don't take care of things post sale, it takes multiple phone calls and they don't do what they say they will most of the time. They have pictures already, have acknowledged the issue but don't resolve it while I have more siding ready to fall off my house due to their inability to even come out and put a temporary fix up (the siding that already fell off).

  

  Business response

  04/25/2024

  Thank you for the information regarding Complaint ID #********. We recognize that this homeowner is frustrated with their project and their open service concerns, and we do apologize for that. We would like to reiterate our commitment to bringing about a resolution on their project. The homeowner has spoken with our Senior Operations Manager, who is actively working to get the next steps organized for them. We will continue to follow up with them directly so we may bring this matter to a resolution. Thank you for the opportunity to respond. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install took place on 3/30/24, was completed in 1 day. There were 3 gentleman completing the install. There was supposed to be 4 gentleman. When all was done, asked about ******** and was told give it 24hrs to settle. Went out of town the following week. Came back, called universal windows to follow up on craftsmanship of the work. Also called to find out about why universal windows had not established inspection with the city. Contractor came out on 4/15/24 to assess the situation. ********* was bothered that he was going to be there for a duration of time. Claimed it was his best team who did the install, at the gentleman's own statement they may have to find clips or another material to get the trim to lay flat. Told the gentleman all of a sudden we are getting flies in between the screen and closed window. His response was we have heard that before but perhaps the fly existed before the install. The gentleman left shortly after never said when they would be coming back, what next steps are or anything. I reached out to the sales representative ****. He gave me 3 email addresses, I sent an email with photos and havent heard from universal windows. I am the one calling them day after day and I get no where. We want communication from universal about next steps and when the city will come do the inspection. It is ridiculous that we have to chase an organization who stands on a reputation of customer service and craftsmanship and we aren't seeing any of that at this point.

  

  Business response

  04/24/2024

  Thank you for the information regarding Complaint ID #********. We recognize that there has been some confusion regarding this customers project and are happy to provide the clarity needed. While we appreciate the customers efforts to set up the final inspections, this is actually done by our company as we are the ones who pulled the permit, hold the license, etc. This created some confusion between all parties involved; however, our team will schedule the final inspection with the city directly. We do wait until the open services on a project, if applicable, are completed, and we did have a return visit to this homeowners property to ensure that we addressed the concerns with their caulking. This has been completed, and we will work to get the inspection scheduled. We appreciate the customers assistance but will be sure to manage the final steps to get the city inspection completed. Thank you for the opportunity to respond. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a repeat customer I hired UWD and UWD agreed on January 10, 2023 to replace and install windows and French doors in my house. The French doors were damaged in transit and UWD agreed to complete the installation with undamaged doors prior to my final payment of $1,050.UWD visited my home 2 additional times last year with the promise to replace the damaged doors with undamaged product.Both visits were unsuccessful and *************** explained that he would need to re-order the replacement parts and re-visit the property with additional labor, since the job turned out to be too much for the one worker to complete.UWD has been calling almost daily for the remaining balance."*****" left a voice message on 02/12/2024 that the replacement parts had arrived and she was ready to schedule the final install.I called "*****" on 02/13/2024 and spoke to ******** who explained that the purpose of *****'s call was to collect the final balance of $1,050 and that UWD would NOT do the final install until the balance was paid.I explained that I have been asking for months that a Supervisor visit the property to see first hand the damage to the interior walls that the two previous attempts to replace the damaged doors had caused.I explained also that I had been told months ago that it was OK that I give a personal check to the repairman once the job was completed, but now UWD has reneged on their commitment.They are demanding the final payment up-front BEFORE the final installation of undamaged doors.I explained also that I did not think that ***** could call with a voice message that she was calling to schedule the installation, when in fact ***** is simply a debt collector.I asked again that a Supervisor visit the property, but ******** said simply she would mention this to her Supervisor.

  

  Business response

  02/22/2024

  Thank you for the response on Complaint ID #********. We understand this customer's frustration as a result of having multiple return visits after the initial installation, and we apologize for any inconvenience this has caused. We would like to clarify that their products have been installed since May of 2023. These return visits were for replacement pieces and parts, as covered under our lifetime warranty, and in doing so, shows our commitment to ensuring this customer is satisfied with their products. At the same time, we did have to communicate with the customer regarding their balance owed, as previously mentioned, their products had been installed. We will continue to service a project for the lifetime that the customer owns the home, and that is why it is important for balances to be collected in full. We have been in communication with this customer to collect the remaining payment and set up our return visit which is pending confirmation from the homeowner. We are also coordinating a Senior team member to be at this visit, per the homeowner's request. We appreciate their willingness to work with us as we bring this to a resolution. Thank you for the opportunity to respond! 

  Customer response

  02/22/2024

   
  I am rejecting this response because the facts disagree with the business response.   

  AT NO TIME has the installation been completed with undamaged parts.   At the initial install, the installer apologized that the doors were damaged in transit, but that he could install the damaged door which would be replaced by the company in a timely manner.   A repairman visited the property several weeks later and said he could NOT repair the door but would order a replacement door or part.

  Once a part arrived, the same repairman showed up and proceeded to break the replacement part.  He also damaged the surrounding drywall and paint which he acknowledged.

  He took the paint color code with him and promised to bring drywall repair and paint to fix the damage to the wall.

  AT NO TIME has *** installed UNDAMAGED PRODUCT.    THAT'S WHAT THE *** installer told us to our face.

  AT NO TIME has *** send a written demand for the final payment for the balance of $1050.

  That balance HAS BEEN PAID, so that issue should not be an excuse for *** to delay any longer to finish the ORIGINAL INSTALLATION OF UNDAMAGED DOORS.

  It is NOT a warranty fix.   

  WE ARE STILL WAITING FOR THE FINAL INSTALLATION OF UNDAMAGED PARTS.

  *** is either being untruthful, or their installation crew is not being honest with us or their company.

  I am not responsible for the truthfulness of *** employees or contractors, nor am I responsible that their employees act on my repeated requests to send a supervisor out to the property.

   

  
  

  

  Business response

  02/23/2024

  Thank you for the additional response on Complaint ID #********. While we understand this customer's frustration, the final balance on the project is due at the time of installation, and this customer's product has been installed. That said, we have worked with him on the balance due on the project to get that resolved, and we have confirmed a supervisor visit with this customer, per his request. We look forward to our upcoming appointment to address the open service concerns and to have a walk through of the project with the customer. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased windows $21,000 on May 9, 2023 and later that week we ordered a French Door ($16,000). On June 28, the windows arrived and were wrong. The colors were reversed to the way I ordered them. They had to be remade. The remade arrived and were installed on August 16, 2023. This was a delay of 8 weeks to the original order. The French door that we ordered arrived on October 3, 2023. The door was wrong. It was supposed to open to be a right hand inswing and it was a left hand inswing, and we are missing the door k*** on the right side. The installers sprayed foam in the holes to prevent air from coming in or out. I did receive an email stating that our new door would arrive on February 7th. It is now February 13th and we have no idea when the new door will arrive. I have asked for updates multiple times and no response. In the past they call with updates and won't put anything in writing. After 3 emails I still have no response even though I ask for a written response and have not received a phone call with an update. I have paid all but around $1,800 dollars for the door and the windows are paid in full. I am completely dissatisfied with the communication and performance with Universal Windows Direct and would not recommend them to anyone. In my last two emails to them I told them that I was going to file a complaint with the Better Business Bureau and still no response. I also never got a breakdown of what each of my window's cost. I had to sign on an ipad and then ask multiple times for a breakdown of the cost, but I only got paperwork emailed to me with the total cost on the windows of $21,000 and did not receive anything on my windows.The French door was ordered in May 2023 and it is now February **** and I have no idea when the door will arrive. I still have foam in the holes to keep air out. If/when the door arrives I don't feel that I should owe the final payment of $1,800 due to the mistakes and delays.

  

  Business response

  02/21/2024

  Thank you for the information regarding Complaint ID #********. We want to first apologize that after the initial installation appointment, we had to reorder this customer's door. Despite our best efforts to ensure everything is measured and ordered properly, mistakes can occur, and when they do we work to get them resolved as quickly as possible. In this instance, we did have to reorder the entire door unit for this customer. The door has arrived, and we have scheduled our return visit to this customer's property to get this installed. We appreciate their patience as we awaited the new door to complete in production, and we look forward to our upcoming appointment to get it installed. Thank you for the opportunity to respond! 

  Customer response

  02/21/2024

   
  I am rejecting this response because:
  
  This is a standard response.   It is not a personal response to my complaint.   The door was not measured wrong the door opened the wrong way and didnt have a complete set of handles.  My windows were made the wrong color.  Yes mistakes do happen but they in no way communicated an apology or kept us in the loop of the remake process of the door or windows.  You can also tell them this complaint will not be resolved until they agree to discount the balance.   Period!

  

  Business response

  02/22/2024

  Thank you for the additional response on Complaint ID #********. We would like to clarify that the response provided was not a standard response, the details of the order are confirmed at the time of the measurement. Regardless of that fact, we have recognized and do sincerely express our apologies for the error that occurred that caused this delay. It is never our intention, as our goal is to get the installation completed at that visit. Our intention is to get this work completed, and we look forward to doing just that at our upcoming visit. Thank you for the opportunity to respond! 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late 2023, Universal Windows replaced 18 windows in my house. During the work, the cover for a light fixture came off and was damaged. The damage was noted on the final inspection of the work. The fixture was nearly two feet above the window they were working on and mounted on the ceiling. Since replacing just the cover was not feasible, the fixture had to be replaced.Universal advised me to handle the replacement and send in a receipt for the work. Then they refused to reimbursement me for the new light fixture since they claim their workers did not actually touch the fixture. That is a ridiculous excuse since they clearly caused the fixture cover to come off by using excessive force to remove the old window and install a new one. The workers did not take proper care and rushed the work. I seek $228.42, which is the cost to replace the damage light fixture. This represents less than 1% of what I spent on the 18 windows Universal installed. It is hard for me to understand why Universal Windows is not willing to accept responsibility here and instead create a dissatisfied customer over this amount.

  

  Business response

  02/19/2024

  Thank you for the information on Complaint ID #********. We would like to first apologize for any inconvenience that this has caused the customer since the installation. While we do believe that, after reviewing, the light was already loose, we would like to clarify that our team has to be able to remove the existing window from the opening. The excessive force that this customer is referring to is simply the force required to remove the window from the opening. That said, we will review the information provided about the damage and follow up with the customer to determine if we can bring this to a resolution for them! We will reach out to them directly to follow up on next steps so that we can bring this matter to a close. Thank you for the opportunity to respond. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are not fixing the problem need to fix sliding, windows and roof

  

  Business response

  01/30/2024

  Thank you for the information on Complaint ID #********. We would be happy to reach out to this customer to discuss their service concerns as our last communication from them was in 2022. We look forward to the chance to speak with them to better understand how we can bring about next steps for action. Thank you for the opportunity to respond. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Wrong windows (painted tan instead of vinyl tan) and frames (accept full screen instead of half screens) installed. Want the windows and frames that we ordered and paid for installed.

  

  Business response

  01/16/2024

  Thank you for the information regarding Complaint ID #********. We want to first extend an apology, as we recognize that there was some miscommunication around this customer's expectations and order. We have had the chance to speak with them extensively regarding what we can and cannot order for them, all as an act of customer satisfaction to get this corrected. We have landed on them keeping what they have, as it provides the best possible solution. We appreciate the chance to review and respond, as well as work with this customer ************************ on their project. Thank you! 

  Customer response

  01/16/2024

   
  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

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem is I'm still waiting for one of the windows I ordered in January 23 to be installed although the company has performed two installations. The larger problem is that they tore up the old window so since May I have one window which is not properly in the frame and not properly sealed. The dates are as follows The original installation was performed on 3/21/23. At which time it was identified the dormer window and the 2 half round windows were the wrong size. In addition, the 2 half rounds were the wrong design.I spoke with the operations manager who worked with the salesman to address the design concern and as a result a service ticket was opened on 4/10 (*****). The installation date to address the issues in the ticket was 5/18. They installed 2 half round windows which were still the wrong design with a commitment to replace once the revised order came in. However, the dormer window brought for installation was till the wrong size. Thus I have one window which has not been replaced and the old window was damaged and does not sit in the frame properly and this has been the status since May without any contact from the company.

  

  Business response

  12/18/2023

  Thank you for the outreach on Complaint ID #********. We first want to apologize for the delays that this customer encountered on their project, as that is never our intention when working with our customers. That said, we had a chance to review their agreement with our company and we are working with this customer ************************ to bring about a resolution on their project. We appreciate the chance to review and respond and look forward to bringing this to a close. Thank you! 

  Customer response

  12/19/2023

   
  I am rejecting this response because: it didn't align to the request made. The business reached out directly and offered to order the window. In addition they admitted that my ticket was inadvertently closed. When I inquired about the timing for the replacement they couldn't provide an answer. I indicated that I didn't want them to order the window and wanted to continue through the BBB process. I want to have the window removed from the contract and a discount for the inconvenience, so I can have the issue addressed by a more customer focused organization. Had I not contacted the BBB, the business never would have contacted me
  
  

  

  Business response

  12/22/2023

  Thank you for the response on Complaint ID #********. We want to first recognize that our priority will always be to fully execute our signed agreements with our customer, which is why we would prefer to order and install the remaining window on their agreement. That said, we understand that this customer would like for it to be removed from their agreement. We have spoken with them with regards to removing the window, and will be back in touch with the customer next week per their request. We look forward to bringing this to a resolution. Thank you! 

  Customer response

  01/08/2024

   
  I am rejecting this response because:
  

  The business offered to move forward with replacing the window, but when I asked the representative (******, Operations Manager) about timing to complete the installation he indicated he didnt want to provide timing because then the business would be locked in. This was the same representative who has indicated this window would be addressed since March and then May of 2023 when issues first came up. He is also the same representative who admitted lack of his mgmt. oversight was the cause for the work ticket being closed without the work being done. Per my previous claim the business offered to remove $**** from the contract, for which I responded I would have to consider it. After consideration I informed them that I wanted to have the area around the damaged window inspected before I agreed to anything else. The original window that came with the house was damaged by the installers in May 2023, when they pulled it out so they could install the replacement and discovered the replacement window was the wrong size. Because they had broken the original window, they were unable to re-install it in a properly fitted and sealed manner. ****** sent a service tech to assess the damage as well. Their findings were that there was no damage to the interior of the house to which I agree. However, they also indicated that the original window was not serviceable and needed to be replaced soon to prevent water damage to the interior of the house. A finding I was already aware of since the window is not properly fitted to the frame nor sealed (i.e. is VERY apparent the window is badly broken). Thus the offer to remove ***************************************************************** to be whole since the original window has to be replaced due to the damage caused by the installers.

   

  Desired Outcome:

  Id like to work through or with a representative other than the Operations Manager (******) who is admittedly part of the root cause for the installation service issues, and continued to indicate he would get the problems addressed since March of last year. The business can move forward with replacing the window if they can provide and complete the job within a finite timeframe (i.e. within 45 days). If that cant be done, then they should compensate me by removing the cost of the window from the contract. In addition, because the installers damaged the original window that came with the house to a point where it has to be replaced, then the business should cover the cost of replacing the window by another company.

  

  Business response

  01/10/2024

  Thank you for the additional response on Complaint ID #********. A different team has been working to follow up with this customer, per her request. We have established the next steps we are taking and have the window on order. We have also provided the customer with the estimated timeline, as we cannot give exact dates due to the nature of the manufacturing process. We have set up a plan for updates and have an open line of communication for us all to ensure we are on the same page moving forward. We appreciate the chance to bring this to a resolution with the customer! Thank you. 

  Customer response

  01/10/2024

   
  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 at this time. 
  
  Thank you. 
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a deal to have the windows and front door replaced in my house 5 months ago. We set it up with GreenSky financing on February 8, 2023, with the understanding that it would take 6 weeks to get the windows and doors fabricated before they were installed. That 6 weeks turned into 3 months. When they finally did show up, one of the windows which they had previously measured accurately, arrived in the wrong size and the door never showed up. They then told us we would have to wait another 6 weeks to get the door and corrected window. They came at an installed the corrected window in late June, but still no door. When confronted they said they did not know where the door was. They called the manufacturer and told us the door would be here today, July 7th. We called today and they said, "due to the holiday, they will have to push the date out further." We have lost any benefit of our "Deal" because we have had to start paying interest on the loan. We can't pay the loan off yet because we would lose any legal grounds to contest the service should they fail to deliver. The intent, and how it was sold to us was it would be no more than 2 months and we would be able to pay it off before it started accruing interest. Each time we had issues with them, they would not return phone calls or emails until we left a message stating we would be forced to contact the BBB. First, they had me working with ***********************, who came out to review the issues we were having. Then they had me working with ********************************* when ***** quit responding. Both said to call them direct should we run into any other issues and both have been less than responsive. Their lack of communication and lack of ability to deliver on their promises has left us feeling ripped off.

  

  Business response

  07/12/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond. This homeowner is contracted for replacement windows and an entry door through our company. The windows are installed, and at the time of scheduling of that installation we did clarify that the entry door has not arrived yet, so it would not be installed at that first appointment. We recognize, and would like to apologize that there have been delays on the production of the entry door. We are working diligently to get a new estimated time of arrival for shipment to our warehouse. We are happy to provide that once received, and to continue to follow up with the homeowner so that once the door arrives to our warehouse, we can get them scheduled for installation as quickly as possible. 

  With regards to the financing, when they signed their agreement with our company, which included the information and process for applying for financing, there is a line item in the agreement that states that the "First Greensky payment will be due within ***** days from today if not declined". This is in reference to the date of signature of the agreement, and this is what the customer signed off on. We apologize if there was any confusion regarding their financing, and appreciate this chance to clarify. 

  We will continue to work to get updates on the door so that we may complete the remaining installation work. We appreciate the chance to respond, thank you! 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Universal windows direct as unfinished my windows since August 2022. When they came for the first install, they left all the windows unsealed for months before they came back to sill all them which made my power bill skyrocket. I still have three windows that have not been sufficiently sealed and trimmed. A manager from Universal windows direct has been calling me every day to receive final payment even though the job has been unfinished. He will not give me a date for when the job can be finished. He only wants final payment and they still say they dont have the material to finish the job.He also threatened to send me to collections and not hold up my warranty.

  

  Business response

  05/24/2023

  Thank you for the information regarding Complaint ID #********. We apologize if there has been any frustration around this homeowner's project. We are aware of the open service item to complete the interior trim work on the windows in question, and also are aware of the balance owed on the homeowner's project. We will complete this work as soon as the needed materials have arrive, and look forward to payment of the remaining balance in full at this appointment. We will continue to track so that, as soon as the materials arrive, we can call to schedule our return visit. Thank you for the opportunity to respond. 

  Customer response

  05/25/2023

   
  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. 
  

*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. ↩