ComplaintsforUniversal Windows Direct of Columbus

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started the process of ordering 8 upstairs windows from Universal Windows approximately 1 year ago. The installation of seven of the windows took place however, the workmanship of the installation was subpar (stickers left on glass) compared to another windows installer who did my first floor windows in a speedy and professional manner. Universal Windows had problems with the eighth window, which was my bathroom upstairs, telling me the window was mismeasured by them and they would have to remake it. Several months went by, when they came back with another window, which again didn't match the opening and they came and left. A couple months pass and they attempt again and decide that the first window would fit if allowances were made. At this point with the onslaught of winter I just wanted it completed. Another crew came, screwed it in place, but the top of this old Victorian window was slightly arched and the board was splintered out and spray foam replaced the void area which is the way it stands today. They were unprepared for the work, again and didn't have the materials with them, After full payment they left with promise to return. More months go by, and the person they send who I thought was finally going to just finish the work was a supervisor who took notes and pictures. From the outside we noticed they left a couple of full shims hanging out from the outside of the window. When the supervisor was done, he told me that I would be contacted to setup the final repair, but again it's been another full month and I have yet to be contacted. These windows are fully paid for but they appear to have lost interest in completing their work. Phone calls to their office results in a non-person voicemail saying they are too busy and to leave my name, phone number and message, and would get back to me, of which nothing ever happens (several calls). I have even tried to reach them through their ******** page through messaging and once again I'm just ignored.

  Business response

  04/21/2023

  Thank you for the information on Complaint ID #********. We are aware of the remaining finish work needed on the project, and we have reached out to this customer to schedule our return visit so that we may get this completed. We look forward to the chance to connect with him so that we can complete this return visit. Thank you for the opportunity to respond. 

  Customer response

  04/24/2023

  I am rejecting this response because: You cannot get anyone to finish my window.  I received a phone call from Universal Windows late day on April 21, that I missed on my phone and by the time I found the message it was already after business hours and the weekend was upon us.  I called at 10:00 am Monday morning, hoping to get a direct line to a human instead of an answering machine with number choices for different departments.  I chose the first option and received a live voice who was the fellow was only intent on selling me more windows.  After I halted his sales spew, and explained that I needed him to fix an existing window this company put in and was never finished.  Universal Windows intense focus on selling windows goes beyond quality assurance and public relations. Money is foremost on their minds at all times.  He told me he was transferring me to maintenance where again i was placed on the answering machine with the same messages, where I believe they have no intention of answering with a human and it rolls you over to leave a message after you leave your name and phone number.  I left a message for the 3rd time since this ordeal started, of which I received no phone calls back in response and was only contacted brief after the BBB informed them of this problem, but never at real time phone to phone.  I have included pictures of the unfinished work to show customers of their poor quality and buyer beware.
  
  Regards,
  
  *** ******

  Business response

  04/25/2023

  Thank you for the additional information regarding Complaint ID #********. We apologize if this homeowner could not get an agent live upon his call back during the day yesterday. We had the chance to call out and speak to the homeowner today to schedule our return visit. We appreciate his patience, and we look forward to our upcoming appointment on Monday 5/8 to complete the remaining work. Thank you for the opportunity to respond. 

  Customer response

  04/26/2023

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

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 casement windows from Universal Windows Direct in 2019 and we paid well over $2000.00. Around Christmas of 2022 we had temperature's well below 0 and my wife and I noticed a strong draft coming in through those two windows. We pulled up the blinds to find that both window frames and window cranks were covered with ice, the glass was not iced. Now we have a noticeable draft throughout our living room. I took a number of pictures and called Universal about the issue on Dec 23, 2022 at 11:09 am. I sent the pictures to the person that answered my call, Jackson R********* at 11:14am. Universal sent 2 men to my home, Richard and another man named Justin or Dustin on or about Jan 3, 2023. Richard said that the windows were still under warranty and he took some pictures as well. He also said that it appeared that the person that installed the windows didn't put any foam insulation around the window frames. He also found that one of the frames was damaged on the outside. Richard advised that he felt that if the windows just needed repair that it could be done fairly quickly. But if they needed replaced it would take longer to order the windows and that Universal would contact me in a few days. I called Universal on Jan 17, 2023 at 11:55am. I was told that they would get a status on what would be done. I called Universal again on Feb 22,2023 and on March 24, 2023 and I left Universal a voicemail this morning (April 6, 2023) at 9:13am. I still haven't received any explanation as to what is going to be done about our windows. We have four 6 foot tall windows right next to the two defective windows that are original to the house (over 30 years old) and those 4 windows don't have any problems with drafts or ice build up on the inside of them. I count 6 interactions or voicemails since Dec 23, 2022 (over 3 months) without any clear indication of getting a resolution to this matter. Can you please help? Sincerely, ******* ***********

  Business response

  04/10/2023

  Thank you for the information regarding Complaint ID #********. We are aware of this homeowner's project and would like to confirm that we have two sashes for the casement windows in question on order. We are waiting their completion in production and shipment to our warehouse so that we may schedule our return visit to get this service taken care of for the homeowner. This service is covered as part of our lifetime warranty, and we look forward to the chance to getting it resolved. The current estimated delivery date to our warehouse is 4/21, if there should be a change to this, we will provide the homeowner with an update. Thank you for the opportunity to respond. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had this company out to do a quote on several home improvement projects but ultimately declined their services. Since then, they have called my girlfriend nonstop at the number listed above. We have asked them to stop calling but they have not. We need an end to this harassment!

  Business response

  03/16/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this homeowner's concern. We will reach out to our internal team so that the outreach attempts will cease. We hope that they will keep us in mind for any future needs, as we remain eager and willing to work with them on their projects. Thank you for the opportunity to respond! 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to get our windows in by this company for over three months now they have been dragging their feet and lying to us. Just today they have called and said a total tare out is not what they will be doing for our home even though this is what we talked about with the sales representative and would have never signed a contract on something for our rotting wood when the windows glass themselves are fine. This company wants to come back after an already agreed amount and ask for more money and say it’s not a total tare out. Also we have made a payment on this as well and now you come back and say it’s something completely different than what your sales representative sold us. We have been lied to and scammed by them. We tried calling them and he lied saying we never took him back to the rotting wood which is the only reason we needed new windows and we asked him three different times if this rotting wood would be replaced and he said yes and now we are dealing with all of this because of his lies. I was going to even get my other windows done by this place after this, it was kind of we really needed these two windows and we wanted to try out which company was best, as money investment is important. If they lie about the sales pitch what else are they lying about? We signed to get the windows November 7th which they said they would put in at the end of January and come to find out today they still have not even ordered them. We paid a total of $2,475.00 but they are trying to add more charges today or have us not have our wood replaced like they said they would and we made sure three times was covered under the contract.

  Business response

  02/07/2023

  Thank you for the information regarding Complaint ID #********. We apologize if this homeowner has experience any confusion around their agreement. Their contract, at the time of sale, was not drawn up to include a total tear out. Our Sales Team, including our Sales Manager for the market, have spoken with this homeowner about the next steps if they would like to move forward with a total tear out. We have also discussed the option of parting ways if this does not meet their needs. We look forward to hearing back from them, and we appreciate the chance to respond. Thank you! 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke to the company directly about their marketing practice. They continue to call my cell phone while I am at work usually at least hourly. I need my phone for work, so I cannot turn it off. I told them that they have angered me to the point that I will never do business with them. They said they would never call me again. They have now returned to calling me at work. This is my last attempt before I choose a legal end to this matter.

  Business response

  02/07/2023

  Thank you for the information regarding Complaint ID #********. We apologize if our outreach attempts have caused this homeowner any frustration, as that is never our intention. We are working with our internal team to ensure that communications to this homeowner cease. We appreciate the chance to address this. Thank you! 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started the process of ordering exterior windows for my entire home in October of 2021. I have 37 windows in my home and many of them are custom due to the age of the home. I was given an install date of March of April of 2022 but the installment payments began immediately. The window installation date came as promised but could not be completed because some of the windows were incorrectly sized or designed. I noticed after the first round of installment that 1 window was also installed upside down and was not the type ordered. Installers were sent out with the wrong windows 3 times. We are now in 2023 and still do not have the installation complete, as one of the windows is still not what we ordered and we were promised the correct window was being ordered about 4 months ago. No one keeps in contact with us about the process and it is only when we call in that we are given information. We have taken off work about 3-4 times for installs, to meet with installers or technicians about the issues with our windows. One time the installers never called or showed up.

  Business response

  01/12/2023

  Thank you for the opportunity to respond to Complaint ID #********. We apologize if the delays on this homeowner's project have caused them any type of frustration, as that is never our goal on a project. We want to confirm that all the products have been installed. The final service items we were waiting on were new sashes to correct concerns with the rain glass obscurity on the windows in question. We were able to speak with the homeowner this morning and have our service appointment set for tomorrow. We look forward to getting this resolved for them, and we appreciate the chance to respond. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Universal windows came to my house on May 30th 2020. We talked about replacing the windows. The original price was $22,500, so I gave him 50% down which was $11,250. They told me they would have it done by end of July. They finally showed up sometime around October 22nd and started installing the windows. They said they would put new casing around the windows for an extra charge. Which cost me $2,000 in materials. They had already closed up some windows before I returned from the hardware store. They did a couple windows but the rest of the material they had broken and left laying in the trailer I transported it in. The overall final result was absolutely terrible. The caulking was very sloppy and uneven, very unprofessional. The spray foam on the inside was so poorly done it destroyed my master bathroom. The windows leaked once they claimed it was finished. This company has been to my home 7 or 8 times to repair their bad quality install or cleaning up the sloppy mess they left or fix leaks. Most of the scheduled times to be there, no one ever showed up. No notice, no warning, just scheduled a day and didn't show up making me miss full days of work with no contact. On the days they did show up, it was only for 2 to 3 hours. On top of that, you could clearly smell alcohol on the employees. Eventually 2 actual Universal employees show up to inspect the install and said it was embarrassing. I have many pictures of the entire process to show how bad it was and they had to redo all of the windows. A couple windows did not get finished due to weather. Most of the windows that were redone are still leaking. Ive had to hire a painting company to clean up around the installs and use stucco to hide all the flaws. Also a tile guy to fix my bathroom floor. Which has to be replaced due to all the spray foam ruining the tile. My final word to this window company is that you should be embarrassed for how you treated me as a customer and the state you left my home in.

  Business response

  01/11/2023

  Thank you for the information regarding Complaint ID #********* We apologize for any confusion upon receiving this complaint, as we have been working directly with this homeowner regarding his project, and specifically the balance due. We will continue our discussions with him to ensure this is addressed and resolved as soon as possible. Thank you for the opportunity to respond. 

  Business response

  04/20/2023

  Thank you for the additional information regarding Complaint ID #********. This homeowner initially filed a complaint back in January of this year. We had already been working with the homeowner regarding the balance due on the account prior, and upon receipt of the complaint, escalated our efforts to connect with him and bring this to a resolution. At no point was the intention to be that the homeowner did anything wrong, as stated in the response that was sent over. After much conversation and review both internally and with the homeowner directly, he was offered compensation for the project and ultimately he refused that offer. We have outlined what it is that we are able to provide for the experience and concerns that he cited, and that was not something that the homeowner wanted to agree to when it came to the balance due on the project. We appreciate the opportunity to respond, thank you. 

  Customer response

  04/20/2023

  This company claims to have "offered compensation" by means of a small discount which was rejected, naturally. My itentions from the start have been and always will be that I have paid more than enough for the work that was performed and should not have a "remaining balance". Just becuase you say you will take a little off the top does not mean this issue is resolved. I am extremely dissatisfied with the service that was provided. I am extremely dissatisfied with the poor customer service I have recieved. I am even more dissatisfied with the low quality offer that was made to rectify the situation. So if their response is, "this is the best we can do" my reply remains, "not good enough."
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am seeking to terminate the contract between me and Universal Windows Direct that was originally signed on August 25, 2022. Now, January 6, 2023, my windows have still not been manufactured. On Dec 28, 2022, Universal called to inform me they need to send another qualified technician out to my home to remeasure for the 4th time! They sent the original Sales Rep (Devin) to my home TWICE to measure: (once during the initial "free estimate / no obligation" consultation and then again on Dec 2, 2022 – EVEN AFTER HIS SUPERVISOR, ERIC, TOLD ME THAT DEVIN WAS NOT QUALIFIED TO MEASURE WINDOWS after his first visit in August. On Aug 31, 2022, a qualified tech named AL came to remeasure the second time. So... AUG 25, 2022 MEASUREMENT #1 (Devin) AUG 31, 2022 MEASUREMENT #2 (Al) Dec 2, 2022 MEASUREMENT #3 (Devin) Jan 6, 2023 MEASUREMENT #4 (Unknown). This appointment has been cancelled as I proceed to exit this contract. I questioned Devin why his supervisor sent him the second time since they didn't feel he was qualified but he assured me he was qualified and that the measurements would work even if they were a couple of inches off. After he measured the second time on Dec 2nd, he also assured me the order would finally be submitted and the windows should arrive in about 10 weeks. But then, unexpectedly and to my disappointment, UWD called me on Dec 28, 2022 to tell me they need to remeasure AGAIN and they set the upcoming appt for Friday, Jan 6, 2023. Four windows are the same exact size, another three are the same exact size, and the remaining three are the same exact size. Total = 10 windows but only requiring three measurements. Pretty simple. In addition, due to some obvious oversight on UWD's part, the financing was amended to include all 10 windows because they only submitted 6 originally. Ugh! I am mentally exhausted and beyond frustrated with UWD's poor service, communication, and negligence.

  Business response

  01/10/2023

  Thank you for the chance to respond to Complaint ID #********. We had the chance to review this homeowner's account, and while some of the delays were outside of our control regarding additions being built on the customer's home and the permits associated, we do understand the homeowner's request. Our Sales Manager will be reaching out to the homeowner directly to discuss next steps with cancelling the project. We appreciate the chance to respond and look forward to getting this resolved for the homeowner. Thank you for the opportunity to respond. 

  Customer response

  01/19/2023

  I have learned from ******** that Universal Windows Direct has agreed to cancel the contract with no penalties to me.   While I accept this resolution with gratitude,  I am still left with the opinion that UWD is an irresponsible and disappointing business and I want others to be forewarned that they should be very cautious when considering their services.  Proceed with caution and do not be coerced or pressured into signing any agreement at their "free estimate/no obligation" consultation. 
  
  Thank you. 
  
  ******* *****

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 12-17-22 (Saturday) Bill S****** did a presentation for Universal Windows Direct for windows in my home. The product seemed acceptable. I gave him a check for the first half of the order (50%) and he went over the options for the balance due. I rejected that offer because I would have had to pay 90% of the balance before even seeing the windows. He countered with a financing offer of "6 month no interest" if I qualified. As I have excellent credit, the company approved and Mr. S****** assured me the loan would not be submitted until the windows had been installed to give me the full 6 months to pay the loan off. I was clear with him about not paying more than 50% for the order as I have heard too many stories about people being scammed. The next business day I received an email from the financing company *********) asking for me to approve the payment they intended to make on my behalf to Universal Windows Direct. I immediately chose "Decline" as the option and called my bank to stop payment on my check I gave Mr. S****** on 12-17-22. Then I called Universal Windows to tell them I was cancelling the order completely as I had been lied to and would not do business with them. I could not get Mr. S****** on the phone & left a detailed message on his Supervisor's voicemail (**** **********) with my name/cell number. I contacted ******** and told them Not to pay anything as I was canceling the contract. This all occurred on Monday 12-19-22 (business day #1). I never got anything in writing until 12-30-22 from ******** with cancelation paperwork dated 12-17-22 giving me 3 days to cancel. Every time I call ******** I get told they will contact "The Merchant" and get back to me. I keep emphasizing that I exercised my rescinding right on Day One, I cancelled payment to Universal Windows, and have told both parties as much. No one has contacted me except the paperwork I received on 12-30-22 from ******** about the financing arrangements/cancelation. Universal Windows=bad

  Business response

  01/04/2023

  Thank you for outreach on Complaint ID #********. We apologize if this homeowner felt there was any miscommunication regarding their appointment and sale. We appreciate the chance to investigate their project, and can confirm that this job has been cancelled and a refund sent to the financing company. Our Sales Manager also reached out to connect with the homeowner regarding these updates. We thank you for the chance to respond, and clarify any confusion. Thank you. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows, doors, and storm doors through Universal Windows Direct on January 19, 2022. Salesman measured, another employee came out to check measurements a 2nd time. They were both told it needed to be a complete tear out but neither one of them measured for a complete tear out of the windows and doors so the contract had to be changed and more money borrowed due to their negligence. Each time delaying our install 12-14 weeks. Install was finally scheduled September 30, 2022 however when the installers arrived they were unaware it was complete tear out and didn’t have all the necessary products to complete the installation. They tore out the front door only to realize the door frame was not wide enough but did their best with what they had to install the front door. The remeasured for complete tear out before they left. We contacted them November 2, 2022 regarding wanting our installation complete by the end of November and was told that wasn’t going to be possible. They assured us that they were putting a rush on this. Our next installation date was suppose to be tomorrow December 22, 2022 but we were informed today that it wasn’t going to happen as this needs to be a 2 day install and they don’t know where our doors are that we’re supposed to be ready by December 19,2022. We wanted this done before this winter. Please help us resolve this matter as we have been paying on the loan for this since March 2022.

  Business response

  12/27/2022

  Thank you for the outreach on Complaint ID #********. We would like to apologize if the delays to this customer’s project have caused them any frustration. It is never our goal for a product to come at the incorrect size, and as soon as it was discovered, we did place a reorder to get the sizes needed. To make sure this is taken care of as soon as possible, we will be reaching out to the customer directly with updates on next steps, and to coordinate the return visit for both the remaining windows and the door. We appreciate the chance to respond, and we look forward to getting this resolved for this customer.

*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. ↩