ComplaintsforUniversal Windows Direct of Columbus

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Description:Constituent purchased windows from Universal Windows Direct. She was told she would never have to pay for repairs for the windows. They are now trying to charge $149 for repairs. They have waived it for this one time.

  Business response

  10/18/2024

  Thank you for the information on Complaint ID #********. We appreciate the chance to provide clarity on this matter. On September 6th we spoke with this homeowner to discuss a service concern that she had on one of her windows. On the call, we did get her scheduled for service and explained that we do now have a Service Trip Charge that gets applied to service visits outside of a year from installation. The lifetime warranty on the parts, pieces, and installation remains in tact, the Service Trip Charge is the cost for the technician to come out to perform the work. That charge was waived, and the customer did not have to pay anything additional for the service ran on September 17th. We apologize if she felt any confusion, and we appreciate the opportunity to respond. Thank you! 

  Customer response

  10/18/2024

  
  I am rejecting this response because: If we had been informed when we purchased the windows that there would be a $149 service charge after having them for one year, we would never have purchased the windows. We were told when we purchased them by the salesman and we were told by the installers we would NEVER have a charge for a repair AND we have the brochure that said we would never have a service charge.

  Why wasn't our purchase grandfathered in and only new customers charged $149 for repairs from July 2024 when they started this? That would have been an ethical company decision. We were never told there would be a $149 charge or any charge for repairs in the future. The fact that the first charge was waived doesn't help. We have had to have repairs 2x for a window that leaked air (Second repair found that there was no insulation when it was installed originally). Latest repair was for a window that kept sliding down. We weren't asking for a repair of a window we broke.

  If Universal Windows Direct was the honorable company we thought we were dealing with, our purchase would have been grandfathered in and there wouldn't have been any issues.

  
  Regards,
  
  ****** ********

  Business response

  11/08/2024

  Thank you for the response on Complaint ID #********. We had the chance to speak with this homeowner regarding their project and are grateful for the chance to work towards a solution. We appreciate her time on the phone today, as it was a pleasure to get to speak with her directly. We have also followed up with her via email regarding our discussion and notated her account internally. Thank you for the opportunity to respond. 

  Customer response

  11/14/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  9/10/24 met with *** from universal windows. For 6 windows. Applied for loan from *********. Was approved. Had to pay ****** down to start process. Next day I was called and told my ****** payment did not go through. Called my financial institution. Was told loan company received the ****** and then returned it. No one ever came out to check windows. So I assumed since the down payment was not paid and no one contacted me. I called *** and cancelled order. **** with another company. Found out from them that universal windows took over ******* from a loan I never signed for and that I cancelled. The few people Ive talked to keep passing the blame to someone else. At the end of my rope.

  Business response

  10/02/2024

  Thank you for the information regarding Complaint ID #********. We attempted to contact this homeowner to discuss their project but were unable to reach them. We have gone ahead and cancelled this customer's project with us and they should be seeing the refund on their Greensky account in the next few days. We appreciate the chance to respond. Thank you. 

  Customer response

  10/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid over ***** to have 2 bedroom windows completely replaced and redone we paid this money upfront, it was said within a 8 week period they would have the windows and start in the job in the meantime my 92 year old grandmother who decided she also would like the bathroom window done signed a second contract with being told she would pay for the bathroom window when they came in ok not a problem we were under the presence they would have the bedroom windows finished before hand since it was paid in full and we wanted to see what the finished product would look like if we decided we didn't want the bathroom even with the the second contract signed it wouldn't be a issue they have done no work refuse to do any work and told her she can't have a refund or cancel she will not get her money back and she will owe them more money so we just handed them over 3000 for nothing we would like these windows done the bedroom windows the ones paid for in full and for obvious reasons not the bathroom any longer we have both contracts she has them in her safe and if need be we will take this to court if we can't get help here that is theft by deception and scamming a elderly woman so wrong

  Customer response

  10/01/2024

  We have went and paid to stop any further issues just waiting until Oct 08 when they are supposed to come and do the job to see what the outcome turns out

  Business response

  10/01/2024

  Thank you for the information regarding Complaint ID #********. We want to first apologize for any confusion around the agreement that this homeowner signed with our company. We appreciate the chance to provide clarity as we believe this to be resolved after speaking with the customer. The homeowner signed an agreement with our company in July of 2024. After this initial agreement was drawn up, the homeowner wanted to add another window (which came with an additional cost to the original agreement price). In order to do this, the customer signed a Change Order that amended the original agreement that was signed. In this change order, it detailed the payment structure that was agreed upon for the additional costs. In reaching out to this customer to collect that payment amount, we were simply trying to follow the processes as outlined. We have worked with them to collect the payment and are happy to share that their installation is scheduled! We look forward to this upcoming appointment and we appreciate the chance to respond. Thank you. 

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. And will see them October 8th 2024 for window installation 
  
  Regards,
  
  ******* And ****** *******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5-11-2024 we purchased living room windows from universal windows direct . We paid $1618 on day of purchase and another $1294.00 when windows were in warehouse from the factory ready for delivery three or four weeks later. A installer came out about a week later and started preparing windows to be put in. He took out our existing windows and frames. He started building frames that were smaller than my frames that were in my home. He then went to his truck and brought in windows that were smaller than our old windows. We started questioning him about why the windows were so small and he said he was only the installer. So we called universal windows to tell them the windows were to small and they kept telling us that they were retro fit windows. I looked up the meaning of retro fit windows which means the windows were suppose to fit my existing window frames which the installer took out. We call windows direct back and all they kept saying they were retro fit windows. We asked them to send someone out to see how small the windows were. They would not send someone out. Mean while the installer was pulled off the job. We hate our windows and want them replaced to fit our windows openings. The installer did come back to finish cocking our windows which looks bad with cocking all over the brick on the outside of the windows. Universal called on July 8 and asked for the remaining money of $324.00 which we refused to pay until they sent some on our to see the job and they refused to unless we paid them.

  Business response

  07/10/2024

  Thank you for the information regarding Complaint ID #********. We would like to first apologize if this homeowner is unhappy with their windows, as we want our customers to love their products! On this particular project, the two windows that were being replaced for this customer are in an area where the brick exterior of their home is smaller than the interior drywall opening. Because we offer a retrofit style install, where the windows are built to fit into the existing openings, the windows would have to be smaller than what was originally in their home in order to be installed. We are confident that our windows are measured and installed correctly based on the existing openings of this customer's home. That said, we will continue to reach out due to the open balance on their project and to continue to try and discuss this with the homeowner. We appreciate the opportunity to respond, thank you. 

  Business response

  07/16/2024

  Thank you for the additional outreach on Complaint ID #********* We spoke with the customer yesterday and offered to have a technician out for an inspection per the homeowner's request, provided that they agree to provide the final payment on their project at the end of that visit. The homeowner refused this option. We understand that they are unhappy but as we mentioned in our first response, this is how the windows will look and have to be installed because of the style of the opening in the customer's home. We are happy to meet in the middle with them by setting this visit, but we cannot ignore the payment that is due on the agreement that UWD has executed in full. We appreciate both the customer and the BBB's understanding, and we will continue to reach out in an effort to bring this to a resolution. Thank you for the opportunity to respond. 

  Customer response

  07/23/2024

  I am rejecting this response because: We were told that they would send someone out but first we had to commit to the paying the $324 dollars first no matter what the out come is.  This tells us that we are stuck with windows that have not been made to fit our home. All of our other windows fit in the frames that were in our home and they are bigger than the windows they have put in.
  
  Regards,
  
  ***** *** ***** ******

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Universal windows were supposed to fix water damage on walls inside the house from incorrect installation. Repairs included drywall repair and painting. Universal windows asked for an estimate for all repairs and painting. Since we have provided, no response from anyone at universal windows. Multiple attempts have been made

  Business response

  05/07/2024

  Thank you for the information regarding Complaint ID #********. We apologize for the delay, but we are in active review and follow up with this customer regarding the invoices provided as they do not currently line up and we are trying to understand the differences. Rest assured, we are committed to bringing this to a resolution as quickly as possible, and will continue to follow up with the customer so that we can all be on the same page regarding next steps. Thank you for the opportunity to respond. 

  Customer response

  05/13/2024

  I am rejecting this response because: universal windows have denied both estimates we have provided. They have also told us that the work has been completed. No such work has been provided from them, they send a tech out to survey and take pictures, that is all. 
  

  some pictures have been attached 
  
  Regards,
  ** ****

  Business response

  05/17/2024

  Thank you for the response on Complaint ID #********* We do agree that there was some paint damage from a previous water leak that was resolved within 30 days of UWD being notified and 1 week after issues were confirmed by a representative of UWD. The work that was completed was to stop the leak that was reported by the homeowner and repair any drywall damage present at that time. Our scope of work, per our agreement, does not involve paint and or finish work, that is where we asked the homeowner to provide an estimate from a local trusted company of their choice for us to review and potentially cover the cost of. The estimates that were submitted by the homeowner were either not detailed for the amount of work being done or much more extensive then the scope of work that was last drawn up by our technician that was on property. As such, and in an effort to get this resolved, we have reached out to the homeowner to attempt to schedule an additional inspection of the property and any damage that has happened in order to verify the scope of work submitted for the estimate is accurate. We are fully committed to bringing this matter to a close, we are simply working to verify that the information is accurate and correct. Thank you for the opportunity to respond. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Description: Constituent states she had Universal direct come to her home to quote her into purchasing services and paid up front $1000 in check and signed up contract and states that she was Pressured into purchasing and signing contract, and states that the company never came out to measure her windows or to even perform services, and states that she had been told she had to pay over $1500 to cancel services at a 15% penalty ,and states she keep getting the run around about canceling services and only sales manager can cancel and states she was quoted a horrible price and it was dropped the price and states that it was a one day deal. She states she was even told about a program that she qualifies for but every time she calls, she is told that they are not the same program she qualifies for to match competitor. She states she had to sign the contract on a iPad and could barely read the information and was rushed to sign agreement, and never received an paper contract until the following day after purchasing. She states she informed company of cancelling services and has been given run around.

  Business response

  05/01/2024

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this homeowner's complaint. This customer signed their agreement with us on April 4th. Our agreement states there is a three day rescission period without penalty for cancellation. We contacted them the following day to schedule their final measure appointment and ultimately connected with the customer on 4/9 and scheduled their measurement appointment for 4/15. On 4/10, prior to our final measure appointment, the customer called in wanting to cancel their agreement. Based on the timeline, this did have to go through the Sales Manager, as they handle cancellation requests after the rescission period. The Sales Manager followed up the day after and the customer decided to continue with the project after that conversation. We have since completed the final measurement appointment and have their products on order. We look forward to their products arriving, and getting their install scheduled! Thank you for the opportunity to respond! 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had replacement windows installed in my home and 1 window closed up. The window that was closed up required drywall work. The installers ran out of time to complete drywall repair. A service appointment was made for a later day. Day 1 Technician arrived with incorrect drywall size, returned with drywall. Drywall installed, tape and mud applied Day 2 A different tech returned stated he would be unable to make the job look good as repair area was significantly higher than original drywall. They would need to install a larger piece of drywall. Day 3 technician arrives without drywall. Stated he wasn’t aware it needed new drywall. Agreed mud and tape did not look good. He did not have a vehicle large enough to transport drywall. Established a 4th appointment Warehouse manager left a message 1 day before the appointment stating they had to cancel appointment. They would call back to reschedule. I have not heard back from him. I have left 4 messages requesting an appointment to finish the work I have not heard back to date. This has been going on since October

  Business response

  04/11/2024

  Thank you for the information regarding Complaint ID #********. We would like to start by apologizing for any miscommunication or lack of communication around the last visits scheduled for this customer. It is never our intention for this to occur, and we sincerely hope to bring this to a resolution with the customer directly, with a level of communication that they will find satisfying. That said, we were able to speak with them and have reviewed our plan for next steps. We have a visit set to ensure the punch list of work for the service is accurate, and so we can get this resolved efficiently. We appreciate this customer working with us and look forward to our upcoming appointment. Thank you for the opportunity to respond! 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First call 6/23/23 windows arrived and received call : asked about my gutter purchase, and when they could be installed, didn’t know I had ordered and didn’t have an answer. Supposed to revive a call from Tim the following Monday (6/26/23) about setting up the install for the gutters separately. No call 6/26/23 no call 6/27/23 Called 6/28/23 “Tim” was busy, he will call you back after he is done with his customer. No call 6/28/23-7/11/23 7/12/23 they call to set up windows/ will still figure out about gutters, no information on that. Appointment initially set 7/28 but switched to 7/20 and was confirmed, with a 8-10am arrival time. 7/20 comes, called 10:30 am with no installers at my property. :Due to a “system glitch” I’m not on the Schedule. Took an unpaid day at work to be here for install. 7/20 got ahold of tim, and spoke with a scheduling manger arianna, Tim is looking into what he is able to do for me to alleviate the inconvenience this has been. 7/28 my mother took a day to be at the house while I work, for the installer to be there. 10/14 still not finished with any window trim interior. Note : have the interior window trim provided by the installer sitting in my garage. Gutters weren’t installed with gutter guards which Is part of the reason I purchased through universal, which I was told I was getting (with evidence from salesman telling me I was supposed to get them), not one call from them since install. No call 7/20/23- 12/1/23 Kristin from UWD, called 12/5 to “finish” install with the parts I’ve had in my garage since day of install which was 7/28. Said parts have arrived which was never informed to me that we are waiting still on parts. Asked to speak to Tim, who I’ve hardly been able to get in contact with to begin with, no call from yet. Spoke with Michael B*** 12/8, still no call from “Tim”. Wanting to finish install. No resolution as of 12/21 with no attempt to do the correct thing.

  Business response

  12/22/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this customer's complaint. We want to first apologize, as we did to him directly this week as well when speaking with him, for the lapses in communication that he experienced. This is never our intention when working through a customer's project. That said, we had a chance to review the discrepancies that he has shared, and we are able to show that gutter guards were not included in the agreement he signed with our company. That said, we are willing to offer them to him, as an act of customer satisfaction for this miscommunication at no additional charge to the customer. We remain committed to running our final service appointment and installing the gutter guard; however, we do need his balance paid in full as all other products are installed. We will continue to work with this customer directly to bring this to a resolution. Thank you for the opportunity to respond. 

  Customer response

  12/30/2023

  I am rejecting this response because: Per the initial request to salesman, I requested gutter guards to be installed only with the purchase of gutters, I was told I was getting them, I understand the contract may not say so, but that is not myself, the customers fault that information was mishandled when it was told with documentation that gutters will be installed. I understand you’re willing to fulfill said guards, but that does not remedy the fault of the rest of the situation. 
  
  Regards,
  
  **** *****

  Business response

  01/03/2024

  **** *****Thank you for the response on Complaint ID #********. While we understand that the gutter guards may have been spoken about at time of sale, they were not included in the written agreement that was signed between this customer and our company. As the ordering, fulfillment, install, and warranty team members are not present at the time of sale, we are unable to go off of anything but the signed agreement with the customer. That said, and after speaking with this homeowner, we recognize where the confusion came from, that is why we are committed to offering and installing, at no additional cost, the gutter guards over the gutters we replaced. While we wish the timeline of this solution had been different, we are pleased to be able to offer the gutter guard product to bring this to a resolution. We appreciate the chance to respond. Thank you. 

  Customer response

  01/08/2024

  I’m fully in acceptance of the gutter guards being replaced, as they were supposed to be installed initially. However, due to the lack of customer service before 12/23, I do not agree with and feel further measures to be taken for the extreme inconvenience this has caused to myself. 

  
  Regards,
  
  Nick Himes

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: We contracted with Universal Windows Direct to replace the windows in our single-family residence. Since installation we have experienced multiple issues of leaking windows, mold, and other issues related to water damage. We have contacted the company on 3 separate occasions and they have sent a representative out each time. These representatives refuse to disclose their name and do not identify themselves formally throughout the interaction. Each time they have diagnosed a “simple” issue that is the cause. Each time they “fix” it and then leave. We have now had issues with almost every window they have installed. We are concerned they are covering up for damages caused during the installation and that they are not taking the damages seriously. There may be further damage either directly or indirectly caused by them.

  Business response

  11/14/2023

  Thank you for the information on Complaint ID #********. We first want to apologize for this customer's frustration as we had worked with this customer back in June to address their concern and were not aware that they had outstanding concerns after that visit. Universal Windows Direct offers a lifetime warranty on our products and we do ask our customers reach out to us when they are experiencing any concerns so that we may schedule a service visit. Based off our last service visit in June, the customer's service was addressed and we have a signed service sheet confirming that the service was completed. Based on the details of this customer's complaint, it does not sound like the windows are still leaking. That said, if they would like to send in photos to our Customer Service team so we can assess the windows in question, or give us a call to schedule an inspection visit, we would be happy to reassess. Our email is ************************** and our phone number is ###-###-####. Thank you for the opportunity to respond. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased windows and a sliding glass door for my house on June 3, 2023. Measurements for the windows were completed and the windows were ordered by the company. I was called mid July to schedule installation for August 1, 2023. When the installers arrived that morning, they informed me one of my windows had a crack in it. This window broke further during installation and clear tape was placed over the broken shards as a solution. Additionally, one of the windows was ordered as "rain glass" obscured window. A standard clear glass window was installed instead. The installer admitted to this mistake but stated "it was the window we received from the manufacturer". At the end of this work day, I was assured the incorrect and broken windows would be replaced as a "rush order". Over the month of August, I called weekly to check in on the status of my windows. Each time I was informed of a different possible delivery date. Finally, on September 7th, I contacted the sales rep to discuss my issues. This person offered apologies and chalked the continued delay up to "human error" and standard manufacturer delays. I also spoke to a project manager at this company, who continued to state "we are getting you your windows but it can take up to 12 weeks for them to be made". I finally received a call the first week of October to inform me that the two replacement windows had arrived and installation was scheduled for October 19th. The installer arrived on October 19th and explained that the rain glass obscured window was still incorrect. I was also told the company would be contacting me to discuss the new delivery and installation date. I contacted the company today (October 20th) and was informed they are once again attempting to get a rush order for this window replacement. However, they could not give me a definitive date for replacement.

  Business response

  10/24/2023

  Thank you for the response on Complaint ID #********. We want to first apologize that the sashes did not have the rain glass at the last visit, as this was a result of a manufacturing error. We apologize it was not caught in time, but as soon as our technician let us know, we opened the order to get these sashes replaced. Our technician was able to repair the broken sash on their property at the most recent visit. The sashes with the rain glass are ordered and in production, with an estimated delivery date to our warehouse the week of 11/14. This is just an estimate and we will continue to track this order so that as soon as the sashes arrive, we can call this homeowner to get them scheduled for service. We appreciate her continued patience and look forward to getting this resolved as quickly as we can. 

  Customer response

  10/25/2023

  Due to the continued delays related to repeated incorrect ordering by this company, I do not feel comfortable accepting their response. I recognize that Universal Windows Direct believes it is doing everything they can to remedy the situation. However, the new projected installation is 5 months from the date of purchase. I will choose to accept this issue as closed and resolved when the correct windows are installed. 
  
  Regards,
  
  ******* ******

*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. ↩