ComplaintsforUniversal Windows Direct of Columbus

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had windows installed by universal windows a couple years ago and they didn’t install them correctly and I didn’t know until I somebody come and look to do work on my walls and they told me that the windows were not installed correctly so I contacted the company and they came out and fixed the windows and told me they would pay to have my walls fixed and now they’re telling me that they will only pay half when the problem is because they didn’t install the windows correctly from the start

  Business response

  10/23/2023

  Thank you for the response on Complaint ID #********. We appreciate the chance to review and respond. We have spoken with this customer at length about her project and her request. Prior to this fall, we have not been to this customer's property since 2019. As part of our commitment to our lifetime warranty, when she called in with a service concern in August of 2023, we scheduled a service and have since completed the work on the windows. When it comes to the damage to her drywall, we have offered to pay for a portion of the repairs given the length of time it took for her to call in to report a concern. Due to the timeline, the drywall would not require such extensive repairs had we been notified of a concern. The scope of the drywall repair reported is something that would have been noticeable and could have been handled much sooner had the customer reported any type of concern with the windows. We remain willing to work with her on bringing about a resolution and we appreciate the opportunity to respond. Thank you! 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: sliding glass door install is not structurally sound. co. was to replace window with sliding glass door; the header is not correct and is not properly supporting the second floor or roof. Have been in contact with GM and customer service since first week of August. install started last week end of June and has already exceeded the install quote by a day, in addition to a 4th day off work to meet a UWD associate who came out to "inspect the complaints" and taken multiple months. 5 separate Universal Direct Employees have been in my home and not identified what a licensed contractor identified immediately as an improper install.

  Business response

  10/18/2023

  Thank you for the information regarding Complaint ID #********. Our Management team has been working directly with this customer to help resolve her concerns. We have our return visit set and we look forward to bringing this matter to a close. Thank you for the opportunity to respond. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 31, 2023, I've meet with the sale rep **** with Universal Windows (UW). I selected and agreed to purchase a sliding door for my resident. The agreement was to pay 50% up front and 50% final payment with the door arrived and installed at my resident. **** called his supervisor **** to confirm the agreement which was approved. I've received a call from UW representative stating that I have a second payment of 40% and balance a final payment of 10%. I tried to explain that wasn't the agreement, but she continued to over talk me and continued to ask for second payment. I asked to speak to a supervisor which she told me that she was the supervisor...so I asked for ****'s supervisor **** instead. When I explained the situation, **** acknowledged that he agreed to the 50% final payment but added it due when the door was delivered to the warehouse. Again, that was not agreed upon and my quote states 50% upon deliver....not to the warehouse. **** continued to state that was in the contract. I asked **** to compromise since my receipt states and agreed via phone to deliver the door and to get back with me after he speaks with his supervisor. I did not hear back from **** but did received a new contract via email and text to sign and agreed to a term on 10/10/2023. I reached out to the office again and spoke with Ben on 10/11/2023 and explained the situation, but meet with resolution when I asked that UW honor it's agreement. *******

  Business response

  10/12/2023

  Thank you for the information on Complaint ID #********* We would like to apologize for any frustration this customer has experienced. We do strictly run off signed agreements and our standard procedure is to collect an additional 40% prior to scheduling the installation and our team members are trained to collect that. Anything that is outside the standard procedure is to be written and agreed upon between the customer and Universal Windows Direct. Our Sales Manager has been in direct contact with this customer to eliminate the confusion and we look forward to scheduling the installation appointment. 

  Customer response

  10/13/2023

  The sales manager agreed to the terms when the salesperson **** contacted **** for approval

  regarding my order.  I would like to settle this matter when the door is installed with final balance

  due of $1737.00, as agreed upon.  My schedule is open to allow installation October 16th to 20th,

  or October 25th, 30th, or 31st.
  
  Regards,
  
  ******* *******

  Business response

  10/17/2023

  Thank you for the response on Complaint ID ********** We have worked this out with the customer and will be contacting her to scheduler her installation with the final balance due at the time of that appointment. We appreciate the chance to respond, thank you! 

  Customer response

  10/19/2023

  I accept the business's response to resolve this complaint.  Installation is scheduled for October 30th, 2023

  and balance of $1737.00, is due after installation.

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

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The date of the original window installation was 09/22/22. I ordered for the downstairs Windows to be replaced and a new sliding door to be installed, this included 9 windows. At the time of the installation, which took 2 days, the installer pointed out to us that one of the living room windows sash was not square and needed to be reordered. After several months went by, in January 2023, I contacted the company to ask about the production of the window, and new install date. I was told that the sash had not been ordered, but it was being ordered at that time. Then, in May 2023, I called in again when we still had not heard anything from the company themselves. Upon returning my call, I was informed that the window sash was ready for install, which was then scheduled for May 16th. During that installation, I was told that the new sash was installed but now the other sash for that same window was not square also, and needed to be replaced as well. After several failed attempts at reaching out and getting a return call from the company, I called in again on 09/12/ 23 and did not hear anything back. On 09/18/23 I finally received a call stating that the new sash was in and ready to be installed. The new installation date was scheduled and I again attempted to escalate my ongoing concerns and was told that a request to speak to a supervising customer service manager, above the one that I had already been speaking with, would be placed. I called again on 09/26/2023 and was told another request to speak with a manager would be submitted. Every time I have talked with this company has been after several attempts and failed communication from Windows Direct. So, for 1 year now, I have not had a locking or properly working window in my living room. Extremely upset and disappointed with the lack of communication from this company and will not be using their services in the future.

  Business response

  09/28/2023

  Thank you for the information regarding Complaint ID #********. We first want to apologize for any frustration this customer has experienced with Universal Windows Direct, as that is never our intention. The customer highlighted that her calls were not returned; it is our standard practice to return any voicemail left for us and to hear that she did not get a call offers us a chance to review and improve, while also digging into where her voicemail was left. That said, she was connected with a Customer Service Manager who actively worked with this customer to address her warranty concerns. We completed our service visit on 9/27 and want to reiterate that if this customer has any future warranty concerns, we hope she will reach out and she can utilize the warranty she has purchased with us. She can reach out Customer Service Department at ###-###-####. We appreciate the chance to work with her directly to bring about a resolution. 

  Customer response

  09/28/2023

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had Matt L come to my home 2 years ago! It wasn’t right time to purchase so I just recently reached out Matt L came back out. I applied for financing approved but wasn’t realizing there was a contract attached. (My mistake) but then 6 days post had some serious family issues that needed financial attention so I asked to cancel. Without hesitation they were like sure but we need 15% to cancel the loan. I put the loan on hold but it still is showing a commitment to purchase on my credit. This is so shady and disappointing as I waited to do business with Matt L for 2 years! I’ve emailed him and since day 2 no replies and now management will not respond to messages or calls! It saddens me that companies are so shady to people that are honest and forthright!

  Business response

  08/06/2023

  Thank you for the information regarding Complaint ID #********. When a customer requests to cancel outside of the stated rescission period, it does go through our Sales Management team. We did have our Sales Manager reach out and speak to this customer, and her agreement has been cancelled. We appreciate her patience and wish her nothing but the best, with hope that she will keep us in mind for the future. Thank you for the opportunity to respond! 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased windows beginning of November 2022. They still haven’t got them installed properly. 8 trips to my house and still wrong. The techs tell me conflicting info two say its not correct and the one who showed up says it ok. I have huge trust issues now and can’t believe anything they tell me. Spoke to Shannon at cooperate office and now have to wait another month for someone to come back and try again. They took my money real fast and I feel I’m getting bad end of the deal. I’ve asked for money back with no prevail just more aggravation and lies. I feel they shouldn’t be in business.

  Business response

  07/20/2023

  Thank you for the information regarding Complaint ID #********* We are extremely familiar with this customer's project and have been working with him consistently to resolve his esthetic service concerns. We would like to clarify that the windows themselves are installed correctly. The concerns that the customer has brought forth are with the exterior aluminum capping work. We have set a return visit for next week to address those concerns as part of our commitment to our lifetime warranty. We apologize for any frustration he has with the communication that has been provided, but multiple leaders in our corporate office have spoken with him to set this next appointment and provide clarity. We appreciate the chance to respond. Thank you! 

  Customer response

  07/21/2023

  The windows are still leaking water on inside track. This was supposed to be resolved and it apparently hasn’t 
  Regards,
  ***** ******

  Business response

  07/25/2023

  Thank you for the additional response on Complaint ID# ********. We have been working with this customer, as recently as this morning over the phone, to ensure we have captured all of his concerns. We have a service visit set for this Thursday 7/27 to address the open service items. All of this work is covered under our lifetime warranty, and we are committed to getting it completed. We appreciate this customer's patience and look forward to our upcoming appointment. Thank you!

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Time line and experience with Universal Windows Direct September 2022: Original appointment, initial measure and agreement signed. October 11, 2022: A second measure is performed. According to sales, customer service and measure technician, windows should fit to 1/4". December 27, 2022: Original install done. Installers went about installing the windows without any regard to them being cut too short (1 1/4") gap at top of windows. This created an overabundance of foam insulation usage to fill the gaps. The foam began creating bulges and pushing through the trim around the windows leaving air gaps and long streams of foam running out of the trim and along the window ledges. Caulking was messy and not smoothed out to a nice/attractive finish. The proper exterior trim was not installed to frame out the windows. March 6, 2023: An inspector came out to review all my issues. He took countless pictures. He pointed out and noted all issues. He was the one informing me that the incorrect exterior trim/framing was used. He had also noted had never seen such a messy install of foam insulation before. I was informed they would be reaching back out to me to schedule all necessary corrections. April 7, 2023: New install crew came back to repair issues to all 10 windows on both the interior and exterior. They left the windows looking far worse than when they began. The caulking was applied so inconsistently and at all different thicknesses including gaps all together. They used some type of liquid in an attempt to dissolve previous trim and caulking residue but did not scrape it off. They attempted to replace the trim but it still was not adhering to many areas around the windows. While the trim was off, it was noted that the windows were cut too short. I got a tape measure out and the installer and I both measured the gap to 1 1/4" and he was to note that on my file. This was far from the 1/4" standard. All this appointment did was make all the windows look for worse than when they began. In addition, I now have a major leak. I called back into customer service to report the leak, the poor workmanship of the rework, windows being cut too short, and once again my complete dissatisfaction with the windows and how things have been handled. I said I wanted my windows remade to correct size. I was informed that nowhere in my records did it mention my windows were cut too short. But, one again, they will set me up for another appointment to address all my concerns. They were going to send me an installation supervisor out of Cleveland to address ALL my issues. he would be the best of the best I'm told. May 11, 2023: The installation supervisor (best of the best from Cleveland) shows up for the appointment. He starts right out working on the leaking widow. He discovers that something was pulled away from the area during install at the upper level and that the window was not caulked at all along the bottom. Thus, causing the rain to travel downward and exit as a major leak in the lower level window. When he pulled the trim away on that lower-level window - he also discovered many air gaps in the foam insulation and visibility to the outside through them. Not exactly an air tight, efficient or proper install at all. After repairing in a way that he felt comfortable was going to remedy the leak - he informed he was done and would be taking off. When I asked what he meant, that ALL windows were to be addressed - he said NO - there was only 1 window on his work order. Once again, he took pictures, listed the issues and would turn it in for yet another necessary appointment. This was already the 4th time I have accommodated Universal Windows Direct and yet am no closer at all to a resolution. May 12, 2023: Called Mark Wanyerka (management that I signed the contract with). Got his voice mail and left a long message asking for help. Telling him what was going on and begging for help from a higher level intervention from within management. No reply other than a message to say he would turn things over to customer service. I then sent him a text with 10 photographs attached showing the horrible workmanship - asking if that is what he would expect of this $10K investment. I stated how that is such an embarrassment to the company. NO response. I then got an automated response texted to me stating: "Thank you for contacting Universal Windows Direct". They came at 12:44 on 5/12, at 3:55 on 5/12 and then again at 9:37 on 5/16. No call or help of any kind from management. I made another call to the office - very upset - want to talk to management. Customer Service will not escalate your call. I was told it is their responsibility to handle any/ALL issues that any customer may have. I was transferred to yet another customer service member and once again told - will have to set another appointment AGAIN and that they will write it up for all 10 windows. Exactly what I was told about the pervious appointment. May 25, 2023: Installed supervisor comes for the appointment. Once again, he is to address all 1-0 windows inside and out. He started at an upper-level window. As soon as he pulled the sashes out, exposing the large gap at the top of the window, I brought up again that the windows are cut short. I got a tape measure and camera and showed him that the windows were at a 1 1/4" opening and not the 1/4" that they were supposed to be. He tried to convince me that not all of the windows were miss measured as he could personally guarantee me the living room window that he worked on previously did not have that large of a gap. I told him I beg to differ and took him to that window, made him removed the trim and we measured - showing that I was right. After acknowledging he was wrong, he went around and checked all windows to verify that all 10 were in fact cut short and ten said he needed to step out to consult with is boss. He came back in and advised all windows will need to be remade. Or, he stated, if I just wanted to get all this corrected and be done with it, they could make all the currently windows work but "butt" framing them. At this point, I'm just not having any of it. IU told him I want all 10 windows remade correctly and that I want a professional installation crew that knows what they are doing. He said he would write the ticket and send it up the chain for evaluation. May 26, 2023: Texted the installer for an update as once again, I have heard nothing from customer service - much less management. He texted back that he submitted the ticket and it has to go through a chain of command first. May 27, 28, 29 - nothing. No contact/follow up from anyone at either office. may 30, 2023: Installer calls me and advises all new windows have been ordered. I asked why he is calling me instead of customer service or management and he responded stating: "that he does not know why any officer representatives are not reaching out to me but that he is doing his part". I asked what the lead time on the new windows would be and was told he had no idea. I have no idea if my windows are in fact being ordered or not as no one from the office has contacted me. May 31, June 1-5: Still waiting to hear anything from the office confirming order, lead time, etc. I have made numerous call to customer service in between all the above mentioned communications. Many were left unanswered and I had to call back. Throughout all this, they have had their money from day one and I still have nothing but wrong windows, HORRIBLE install experiences an NO responses from management. They really are sending a message through all the silence that Universal Windows Direct does not care about that customer. Universal Windows Direct motto seems to be: Take the Customers Money and Run. I have had to accommodate them through 5 appointments already and sounds like it will still take multiple appointments before it is said and done. this has cost me substantial losses on my wages for taking so much time off work. I have fallen victim to 2 different incompetent measure teams and 3 different incompetent install crews. Where am I to go from here?

  Business response

  06/23/2023

  Thank you for the information regarding Complaint ID #********. We had the chance to speak with this homeowner about their project this week after getting a chance to review the details of their complaint. We understand, and apologize, that the additional delays due to the mismeasured windows, is frustrating. We work diligently to ensure that those types of errors are rare, and we apologize for any frustration that this has caused. The window reorder is currently in production, and we will continue to monitor it so that once the windows arrive to our warehouse, we can work to schedule our return visit. We understand and value this homeowner's time and are working on different options for scheduling so that we can accommodate her work schedule. We appreciate her patience as we work to bring this to a resolution. Thank you for the opportunity to respond! 

  Customer response

  07/12/2023

  I did receive a phone call from Bridgette (Customer Experience Department Manager) at Universal Windows Direct on June 21, 2023, I do not feel as though anything was accomplished other than confirmation that the windows were in fact reordered.
  
  She was not willing to make any concessions to the financial losses I have suffered from having to accommodate Universal Windows so many times.  Yes, I understand I signed an agreement that I would have to be available for measure and install purposes but that does not mean you have to make those accommodations for incompetent workmanship repeatedly.  A line needs drawn and Universal Windows Direct needs to in good faith, compensate some of the financial burden being inflicted from all these issues.  Especially, since the issues continue to be ongoing and more in home visits are going to be required before this is all said and done – all requiring more time off work and missed wages.
  
  With the multitude of issues from leaks, insulation, measurements and trim by multiple installers and measure teams, Universal Window gives no explanation as to why.  No corrective action plan offered – nothing!  The only thing I got was “they are human” and “obviously, we don’t have these types of issues or we wouldn’t be in business”.  I sure wish I didn’t have ALL the issues they delivered and inflicted on me.
  
  When I tried to get them to agree/commit to a Saturday install – again – nothing but pushback.  They work within the hours of 8-5 Monday thru Friday.  No willingness to help in any way. I’ve said all along that their business attitude is:  It’s our way or NO way at all.
  I tried to address how my windows would be installed this time since I had already been through many of their install crews.  Again, no elaboration, nothing reassuring, just a comment that that was for them to figure out.
  
  I got nowhere on this call. No answers and no cooperation.  I told her the only reason she was reaching out to me was because I had reported them to the Better Business Bureau. The conversation concluded with her asking if she could call me back on July 7th with an update on the windows.  I said yes. That was the ONLY thing agreed upon or accomplished during this phone call.
  Where is the financial compensation?
  Are they going to install on a Saturday?
  What is the corrective action plan to insure this doesn’t happen again?
  
  *** ******   ********* *** ********
  

  
  

  Business response

  07/12/2023

  Thank you for the response on Complaint ID #********* We would like to address the points brought up in the customer’s response: 

  1)Her request for compensation: we discussed with her on the phone that we do not offer compensation on projects because of our commitment to, and the value of, the lifetime warranty that we offer. Our priority is also to ensure that the remaining work gets completed. We recognized, however, that the need to work around this customer’s work schedule would be imperative in order to provide a solution rooted in customer satisfaction as we plan for the next visit. We were able to work with our internal team to get this approved and have her scheduled for a Saturday installation appointment.

  2)We have recognized, and will continue to apologize for the fact, that her original windows were not measured at the correct size at the time of the initial measure appointment. We have since reordered the windows at the new measurements, and these are what have arrived and what we are set to install at the upcoming Saturday installation appointment. Our corrective action would be internal, and not something that we would share with a customer. The information that is our priority in getting to this customer is that the windows are reordered, and our return visit is set, as that is where we can correct the concerns she has with the project. 

  While we recognize that this customer’s expectations have fallen short, we are dedicated to getting this resolved for her. We look forward to our upcoming appointment and we appreciate the chance to respond. Thank you! 
  

  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contact with universal windows direct last year in June or July. They installed 6 windows in august 2022. During the first rainstorm I noticed there was water running out of the edge of the window and down the wall, forming a puddle on my floor. I called several times and was disconnected every time. When I was contacted from a customer satisfaction rep I told them I was having this problem and she said she would have someone call me back but that did not happen. I sent them an email and they scheduled an appointment for a tech to come take a look. They did not show up for the appointment. The wall has become spongy under the installed window due to several rain events and them not responding to my requests to resolve the original issue.

  Business response

  06/07/2023

  Thank you for the information on Complaint ID #********. This homeowner is utilizing their lifetime warranty with our company. We had a service appointment scheduled last Friday, on 6/2, to address the homeowner's concerns that were brought to our attention. After reviewing our technician's paperwork from that visit, a subsequent appointment is needed. We reached out and scheduled that service visit for Tuesday 6/13. The homeowner has since followed up to let us know she needed a different date, and we have updated the appointment. We apologize if there was any confusion along the way, but we do believe we have this handled for the customer. We look forward to our next visit, and we appreciate the chance to respond! Thank you.  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  installation date 2-17-23 did not have the window sills on the installation paperwork did not call to schedule - i had to call them after 6 weeks measurements were wrong and had to re-order salesman promised compensation but had yet to return any messages since 4-14 no one returns phone calls want the compensation promised

  Business response

  05/19/2023

  Thank you for the information regarding Complaint ID #********. We apologize that there were delays around the replacement of the sills in this customers home. We would like to confirm that they have indeed been replaced. We also had the chance to speak with her with regards to the credit she requested to discuss, and we will be working to get that processed for her as a result of our discussion. We appreciate the chance to bring this to a resolution. Thank you. 

  Customer response

  05/22/2023

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

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased all new windows for our home in 2018. We have noticed dirt inside many of the windows indicating the seal is broken which looks dirty and impacts the integrity of the windows. We have been working with Universal Windows Direct on this for a few months to determine a solution and are still awaiting a response from the manufacturer. We were asked to work with Sydney P********* on their warranty team and it has been over a month now and she is still awaiting input from the manufacturer. We have supplied photos as requested and earlier this year had one of their service personnel come out and they saw you could not get the dirt out of the inside of the windows. We would like these faulty windows either repaired or replaced as we take excellent care of our home and are very disappointed to see this level of quality with issues that were supposed to be an upgrade to our last windows.

  Business response

  05/11/2023

  Thank you for the information regarding Complaint ID #********. We appreciate this homeowner's feedback and would like to assure both the customer and the Better Business Bureau that we are actively working through their warranty claim. They provided us the general information regarding their concern, including a few photos, and in order to process this as a warranty claim we need additional information. We have spoken with this homeowner and scheduled a return visit to get the needed info so that we can determine our next best steps. All of this is covered under the lifetime warranty, and comes at no additional cost to the customer. We will continue to work with them to bring this to a resolution, and 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. ↩