Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We installed gutters in 2021 through universal windows direct. We asked them to come back out in February because they were not draining appropriately and needed repaired. They sent someone out to make sure there was a problem and were told they would contact us to schedule a follow up. I have not heard from anyone since that time. I have called them at least once a month and have talked with **** - the manager. He tells me every time that they have a new contractor and they will escalate for this contractor to call me and get me scheduled for service. I reached out to ****s manager in June and left a message, but they did not call me back either. I am going on 6 months without a heating from their company. I need help at this point because my gutters are leaking and not working appropriately. Thanks!

  Business Response

  Date: 07/19/2022

  Thank you for reaching out on Complaint ID #17515351. We apologize if any delays in communication have caused this customer any frustration. We are aware of the service concerns on their gutters and have reached out to discuss the efforts we are working on to bring a new crew to the market to ensure that we get this handled as quickly as we can. We appreciate the homeowner's willingness to speak with us as we work to coordinate the scheduling of this return visit, and we look forward to getting this all taken care of. Thank you for the opportunity to respond! 

  Customer Answer

  Date: 07/19/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17515351
  
  I am rejecting this response because: I have been contacting this company since February to complete this matter. Aside from the lack of completing my request, they have not communicated with my appropriately and I have several phone messages that were never answered or returned. Including call back requests from the managers and supervisors who never returned my calls. I understand that they are having a hard time contacting a crew to come out, but I was told numerous times that they had a crew in place and that I was a top priority to have the work completed ASAP. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 07/25/2022

  Thank you for the additional information regarding Complaint ID #17515351. We do apologize if the homeowner was promised a call back from a manager in the past and if that did not occur. They have been able to speak with our Senior Operations Manager and their appointment is scheduled for this week. We appreciate the chance to respond and look forward to this visit to get everything taken care of. Thank you! 

• Initial Complaint

  Date:07/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed an agreement with Universal Window Direct on 4/30/21 to install 11 windows. Measures were taken on 6/11/21. Installation was scheduled for 8/20/21. We were told it was a one day Installation. Contractor came on the 20th but said we don't have all the materials, we can install the windows and come back in another couple weeks to do all the trim work or we can reschedule and do all the work in one day. We chose to reschedule and get the work done in one day. The install was rescheduled 8/24/22. A different contractor came started the work. Did not finish. Contractor said they would be back the next day. Contractor came the following day and worked a half day until it started to rain. Job wasn't finished, they would be back later in the week. From this point the nightmare started. I never heard from anyone unless I called them. The job would have been forgotten if I didn't repeatedly call them and wait for a call back. Sometimes I got a call back and sometimes I didn't. I got the next install date of 9/14/21. No one showed up. I started calling. I got the next install date of 9/23/21. No show. I spoke to Greg in operation on 10/4/21. Told him at that point I had made 10 calls speaking to customer service in attempts to get this project done and I felt the cost of the project should be reduced to the poor service and the time I had spent repeated calling and waiting for contractors who don't do their jobs. He agreed with me that I had waited an excessive amount of time and a monetary adjustment was reasonable. He said let's get the windows installed, we can discuss that later. Date scheduled for install was the morning 11/5/22. Contractor here3pm. Worked outside in the dark until he said the job was complete then asked for payment. I believe I paid him everything but $2500 of the total cost of $17,000 project knowing an adjustment had been discussed. Never heard from UWD until May. Issues remain. Not willing to adjust remaining due.

  Business Response

  Date: 07/07/2022

  Thank you for reaching out on Complaint ID #********. We appreciate the feedback that this homeowner has provided regarding her experience. We were able to speak with her this morning regarding her compensation request and getting this resolved. We have reached a resolution with her, and we appreciate the chance to respond. Thank you! 

  Customer Answer

  Date: 07/08/2022

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

• Initial Complaint

  Date:06/06/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly father bought doors from this company and has never received them and has been paying on them for about 4/5 months now sales person was supposed to contact me are my husband about cost on having them delivered to him and have not heard anything when my father called them nobody seems to know anything so why is my father paying $5000 for doors he’s never received I’m thinking they scammed my father and I’m not at all happy about that!!!

  Customer Answer

  Date: 07/05/2022

  I am following up with a complaint I filed against Universal Windows Direct. Attached is information supporting the claim I originally made. I have a typed statement sent to ******** Consumer projects from my father, as well as an article stating ******** ******** ******** *** **** *** ******* ***** ******* *** ********* ** *** *********. In addition, I am sending my father’s original order confirmation and the updated version of this document with the siding and labor price taken off. If any other information is needed regarding this case, please reach out to me.
  

  
  

  Business Response

  Date: 07/08/2022

  Thank you for reaching out to us regarding Complaint ID #********. This homeowner originally entered into an agreement with our company for siding and door replacements. The siding portion was removed from the agreement in December of 2021, and the door portion of the project was ultimately cancelled as well in April of 2022. Our Sales Manager worked with the homeowner directly on the cancellation of the door project as there was a fee associated given that it the cancellation request was outside of the rescission period outlined in our agreement. The customer signed off on the payment of this fee to be financed through ********. We are not sure of the exact area of concern given the information provided in the Complaint, but would be happy to provide any clarity needed. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:06/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have documented the issues via the BBB company review portal. -Poor customer service: Have been told multiple times "Ill give you a call back" or "let me check into this and ill get back with you" and it never happens. Was told on 5/27 by a "customer experience" associate that I would get a call on Tuesday 5/31 to discuss the door and next steps for the windows. Never happened, its now 6/3 and I have yet to receive any communication from the company. -Poor installation of products: Wrong door installed...and incorrectly. My 14 year old niece asked me " why is your door latches not the same height?" from 20' away. Your "installers" gave it a thumbs up and split. Of course this is after spending roughly 3 hours complaining about the drive time to my house and their upcoming work schedule. The windows have not been completed, these were installed in April?????? I expect better from a company. -Zero commitment to rectifying the issues created by their installers. I get the sense that there is no accountability for the Sub Contractors you hire. In fact i know this because if there was, they wouldn't have given me the "ahh, service will take care of it next week" before they raced out of my driveway back to Mansfield. Until you start holding these folks accountable for shotty (at best) work, it will continue to diminish your company name and reputation. -Looking back, I would have never signed a work order with this company had I known the trouble that I was getting myself into. And call me stupid, but I just paid the balance of the financing off on Friday. Yes, $35k+ paid off in less than 3 months. So you got my money, but I have nothing to show for it. -Lastly, I will file a complaint every day if that's what it takes. I want to speak with someone other than Tim (the installations manager) in Columbus. He is not in any way worthy of the title "manager". He never has a plan or explanation for the issues, just says "Ill have to call you back" but never does.

  Business Response

  Date: 06/10/2022

  Thank you for reaching out on Complaint ID *********. We apologize if at any point this homeowner felt as though the communication between our company and them was insufficient. We appreciate their feedback and most certainly their business. It is absolutely our goal for the open items highlighted in their write up to be addressed. We did reach out to try and connect with the customer on their project and next steps, and will continue to do so to ensure we are all on the same page moving forward. We appreciate the chance to respond and we look forward to getting to a resolution with this customer. 

• Initial Complaint

  Date:05/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered agreement for purchase of a new door and three windows in June 2020. After lengthy delays a door was installed but with the incorrect color grids. After more delays to get windows they brought out the incorrect windows twice with the last time being almost a year ago. We never heard back from them on correcting the door glass or to get windows installed. We assumed after no response that they were not going to fulfill the contract and quite honestly at that point I was ok with that. We since have had another company out to replace those widows when out of the blue on 5/11/22 the billing department calls to collect outstanding balance for windows they never provided. I told them they never provided the windows or fixed the door and since it has been 2 YEARS we no longer needed those windows (hell I could have moved away in 2 YEARS). They are threatening to send to collections. BAD BUSINESS. All I want from them is to be LEFT ALONE and my balance cleared.

  Business Response

  Date: 05/16/2022

  Thank you for reaching out to us regarding Complaint ID #********. We apologize if the communication efforts surrounding this customer's project have fallen short of expectations. We are investigating the details of this customer's complaint so that we may work with them on getting this to a resolution. We appreciate the opportunity to respond. Thank you. 

• Initial Complaint

  Date:05/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2022 a window salesman came to our house to discuss 2 new windows and a new door. We picked out a picture in the catalog with the help of the salesman of a new door with a color to match our exsisting decor colors (reddish). Since he knew his colors (his company) and what would match the best with our decor he picked one called provincial and we agreed because it was a reddish color and looked like it would match good. When the installers came to install the windows and door the color of the door was not even close to what we chose so I refused installation after calling the company and asking if I stained this door myself would that be ok. They said NO that would void all warranty. So that is when I refused installation. My loan for this was approved on Jan 20, 2022 and I have been making payments since February of 2022. I have called numerous time and spoke to a Tim Operations Manager and he just keeps giving me the run around as to how we are going to solve this problem. He argues with me that the door that was made is what I ordered when the color is not even close to matching. I paid $4819.00 for a door that I do not have. And I feel if I'm going to pay that much for a door it needs to be the color I need it to be. The installer gave me a trim piece to try to stain the color it should be (pic attached) along with the color from the catalog. I believe I have been dealing with the Columbus office at **** ********** ** ********* **  ###-###-#### but contact at ###-###-####

  Business Response

  Date: 05/13/2022

  Thank you for reaching out regarding Complaint ID #********. We apologize if this homeowner is upset by the color that they chose for their door. That is the color that was signed off on on their agreement. We did have our Sales Manager reach out to discuss options for next steps as we want to be sure that this homeowner is getting a color door that they are happy with. We will continue to work with this customer to reach a satisfactory resolution. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 05/13/2022

  Like I have told them multiple times I've been dealing with this long enough I'm tired of arguing with them I just want my money back.
  The door they ordered has no kind of red tint to it at all. And that was a main stipulation when I ordered that door and they have a piece from the door that I personally stained myself that you have a picture of that does not match it all
  ****** ****

  Business Response

  Date: 05/31/2022

  Thank you for the additional response on Complaint ID #********* Our Sales Manager continues to reach out to this customer to discuss with them directly regarding their request. We are committed to working with them on a resolution, as we have a door ready to be installed that is the color selected by the customer at the time of the sale. Thank you. 

  Customer Answer

  Date: 06/01/2022

  I am rejecting the company's response I have told them multiple times I am done arguing with them I am done dealing with them I just want my money back.
  This has been months worth of arguing with them and I'm done.
  It may have been different if they wanted to work with me in the beginning instead of argue with me but they didn't they argued so I'm done I want my refund.
  ****** ****