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:04/10/2025

  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.

  My wife and I purchased windows (17 of them) and a large sliding deck door from this business December of 2022. When they came to install them one of the installers told us that one of our windows was not the correct size. This was after they had previously removed the old window. He then informed us that he would continue to put the wrong window in so it wasnt a large opening, and he would take the correct steps/file the correct paperwork to get our new window ordered and installed asap. 4-6 weeks was the timeframe. Since then I have contacted them weekly to try to schedule getting our new window in, but each time I call they act like I was never a customer. They insist they will look into it, and call me back as soon as possible. I have been told this at least 10 separate times. The windows we purchased are under a life-time warranty.

  Business Response

  Date: 04/16/2025

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to respond, we have reviewed the customers account and confirmed that there is one window to be installed. We called and left voicemails for the customer yesterday to present them with some solutions. We look forward to hearing back from the homeowner to resolve their concerns. Thank you! 

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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.

  Bought a door through Universal Windows Direct in March 2024. The whole process has been a nightmare. Door took 8 weeks to come in and then another 8 weeks to schedule an appointment to install. The first ********** 6/10/24, removed parts of my house frame that should have NEVER been removed. They scratch, dented the original door, splitting the wood near the door handle as well as other ****** and scratches. They were at my home for more than 8 hours.I called UWD to complain about the gaps in my door frame, how the door hung crooked with air flowing out of my home. The inspector came (7/1/24) and noted this information and requested additional frame parts a NEW door to be ordered and a second installation team to come to my home. Second install team show up 9/5/24 and had to do a complete new install, repair ALL the damage caused by the first crew, repaired portions of my siding, door frame, installation, and add back in pieces the first ********** removed in error. Due to the amount of work and parts needed, another appointment is required to finish the job. Waited for parts had to call *** several times from 9/24 to confirm when parts would arrive and to schedule **** and ****** again. On 9/27/24 the reaming parts were finally ordered. Called back on 10/3/24 and requested installation appointment to complete the job. Was scheduled for 10/21/24. The ********** were not sent to my home on 10/21/24. As of 10/21/24 still waiting for door and door frame to be corrected. **************** is absolutely terrible, never get right information and always quick to pass me onto someone else within the organization. VERY POOR CUSTOMER Service and more importantly not getting installation door done correctly for what i paid for.

  Business Response

  Date: 10/25/2024

  Thank you for the information on Complaint ID #********. We want to first apologize if this customer's experience has fallen short, as that is never our intention. We do want to be clear that we are committed to completing the open services on her project and while we did have a crew out and ready to do the work at our last visit, it was not the crew that the homeowner was expecting. While we trust any of our crews to complete the work, we have rescheduled with the customer so she can have the specific crew she wanted. Our Operations Leadership team has also contacted the customer to review her experience, and we look forward to the chance to speak with her directly. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:04/22/2024

  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.

  On 3-27-24 an in home sales contract with Universal Windows Direct was executed for the purchase of windows in the amount of $9100. On 3-28-24 and 4-1-24, phone calls with the representative were held to request cancellation of the contract. A copy of the signed Notice to Cancel was submitted by email to the representative as well. However, due to their predatory tactics, the Windows representative did not disclose that the loan funding for the project was actually being 'activated' and disbursed prior to the completion of the sales call. So for now I owe a finance company $9100 for a contract that was cancelled per my PA rights, claiming they are actively working to "resolve my dispute" by waiting 36 more days for Universal Windows Direct to do the right thing, stop reaping the benefit of increased cash flow by deception, and close this account once and for all.

  Business Response

  Date: 04/23/2024

  Thank you for the outreach on ********* ** *********. We would like to confirm that this homeowner's project has been cancelled and as of last week, the ******** funds were refunded. We recognize that customers might not be able to continue with their purchase after signature, and this customer did exercise their right to cancel within the outlined rescission period in our agreement. We hope they will keep us in mind for any future projects. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:02/25/2024

  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.

  We originally signed an agreement on 2/5/2024 for window & sliding glass door replacement. In the agreement, there is a cancellation policy that allows us to cancel the transaction, without any penalty or obligation, within three business days and any payments made under the contract will be returned within ten business days. We emailed our sales rep on 2/6/2024 & called the main office number to cancel the agreement on 2/7/2024. The sales rep texted & called us on 2/7/2024 and acknowledged the cancellation. Sales rep advised that sales manager would call to discuss further. The sales manager never called to discuss, despite us calling the main office number twice for follow-up on 2/15 and 2/22, where both times, the company acknowledged the cancellation again. We never received our deposit back from the company. We finally had to dispute the charges from the company on our credit card.

  Business Response

  Date: 02/28/2024

  Thank you for the information regarding ********* ** *********. We apologize for the delays in the refund for this homeowner's cancellation. Our Sales Manager has left this homeowner a message in an effort to connect, and a refund has been issued. We appreciate their patience as we worked to bring this to a close. Thank you for the opportunity to respond! 

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 had 7 windows put in by this company over 8 months ago. I had a relative die so i used check, cash AND my credit card. They said all had to be paid by last day of installation. So this was done, they sent 3 Mexican workers on a 90 degree day to install my windows. I GAVE THESE POOR MEN LIQUIDS ALL DAY, and donuts. COMPANY CLaimed these windows would be also soundproof they are not. THEN 2 WEEKS AGO over 8 months of the work being done they are trying to say i didnt pay 626.00 thru my card which came directly out of my account. Where my money is to pay all Bills. So i went to bank got them a statement that says yes it did go through fine. AND SENT TO OHIO OFFICE. No response , and their staff is still harrassing me. SO i went again and got a typed statement from the head manager of the bank (ROSE S****** saying yes this was paid to them. I am now again sending this statement to their headquarters.

  Business Response

  Date: 01/19/2024

  Thank you for the information on ********* ** ********** We would like to first apologize if this customer perceives our outreach to them as harassment, as that is never our intention. We have been reaching out to this customer to connect with them regarding a declined payment on their account. We requested a copy of the bank statement showing that this payment did in fact get made, so that if there was an error on our end, we could get that corrected. We have not yet received this paperwork from the customer, and therefore do not have a way to validate this payment as on our end it was declined by the credit card company. Our goal is solely to bring this to a resolution and being in contact with the customer to discuss this and next steps is crucial to make that happen. We will continue to monitor and reach out, as we will need the requested paperwork to bring this to a resolution. We appreciate this customer working with us and the chance to respond! Thank you. 

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   

  From: ***** ******* **********************
  Date: Mon, Jan 22, 2024 at 7:25 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: BBB Info <[email protected]>
  
  
  Thank you for letting them know I have sent 2 copies from my bank Executive to them with no Reply or Apologies 

   

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

  Business Response

  Date: 01/25/2024

  Thank you for the response on ********* ** ********4. We have received the paperwork that the customer mailed out and it provided the exact information we needed to clarify the issue with the balance due. We tried contacting the customer multiple times this week via phone to let her know of this information but could not leave a voicemail. We appreciate her assistance with this matter so we could bring about a resolution. Thank you! 

• Initial Complaint

  Date:12/28/2023

  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 signed the contract on the windows on 12/29/22 and they installed 4/20/23 We had three windows a bay window and a slider installed. The slider was ordered wrong and fogged within the first month. The pictures attached is the work they did. Bay window was installed damaged they were suppose to add a trim kit. they did not. Took months for that to come in as well as parts for the bay and slider. The slider is fixed. But originally damaged. One window was installed crooked. that has been fixed. You can see on the pictures they covered the holes with putty instead of using the cover caps. We have had 3 different crews here. That was during the week which someone had to take off work for. However the last two times they were here they did come on a Saturday. The first crew was one who installed. Someone from the company to look at the work and he said he could not believe the work that was done. Second crew who fixed the slider and crooked window also tried to fix the horrible cock jobs. The last crew was from Philly who was to fix the bay. Found out the part they ordered was broke he refused to have his name signed off on the job.(Which I don't blame him) It was sent back to be fixed he returned at the end of the week for it still not to be fixed properly. I was completely understanding at first but this is ridiculous. Mike the operations manager hung up on me. No one ever returns phone calls. I have a list of phone call I made that doesn't include the calls my husband made. At this point I want them to uninstall them and give me a refund. This has been a nightmare. Now we are being told the bay will be fixed in the middle January!!!! It has been 9 months since the first install.

  Business Response

  Date: 12/28/2023

  Thank you for the information regarding ********* ** ********** We want to first apologize for the need for multiple visits to complete this homeowner's project. It is never our intention to have a project extend, but we want to assure both the customer and the Better Business Bureau of our commitment to completing the remaining work. Our Operations Manager has been in direct contact with this customer, explaining that we do have a new bay shell on order for their bay window to correct the areas of concern. We have also provided them with a credit for their ongoing patience. We appreciate their continued patience as we await the new shell and we look forward to scheduling our return visit once the needed product has arrived. Thank you for the opportunity to respond. 

  Customer Answer

  Date: 12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:11/02/2023

  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.

  Our windows were purchased in January of 2022 and not installed until November of 2022. We came to learn that the install team was sub-contracted by Universal Windows Direct. It took 2 full days and we believed the install to be complete and satisfactory. In June of 2023 we began to notice some condensation build-up around a couple of the windows, but chalked that up to user error. However, in early July 2023 it began to full-on rain into our home from 1 window and 1 door. The company's warranty specialist visited the home believing the work would be a short job of sealing those two windows. However, he noticed that EVERY SINGLE WINDOW was improperly installed, having no proper seal between the outside of the home siding and the windows/doors themselves. The local operations manager, Michael H******, called to schedule and the first available time was one week later. They called the day before that re-install notifying us that it would be pushed back another four days because they had ignorantly scheduled the original installer. We notified UWD / Mike H****** that impending storms will make the problem worse. They then came to fix the problem. A mitigation crew came to the home and found water, moisture, and mold in every wall of the home that has a window on it, majority of floors, and subsequent ceilings under the affected floors. The mitigation process for demo, dry-out, and mold prevention costs $75,000. We now are in the process of repairing the demo that occurred from mitigation and the estimate cost of repair is $120,000+ at this point. We have been displaced from our home since July with no anticipated return date in sight. We are a family of two adults, a toddler, and an infant. During the 7 months between November 2022 and July 2023 we were living in a home with both mold exposure and electrical hazards unbeknownst to us (throughout that time all of this damage was happening inside the walls, meaning we couldn't possibly be aware).

  Business Response

  Date: 11/09/2023

  Thank you for the information on Complaint ID *********. We appreciate the homeowner's recap of their project; we are extremely familiar of her project as multiple team members have been working with her and her husband to ensure that the concerns from the install were addressed. As soon as the root cause of the concern was identified, we worked with the customer to get our team out to correct the work. Because of the need for repairs and mitigation after the installation, there are insurance companies involved to help bring this to a resolution. We have been in direct contact with the customer regarding all of this work and are also reliant upon the insurance company claim procedure to be completed. We recognize that the customer is unhappy with the timeline of this process and we do apologize for that, but we appreciate their continued patience as we work through this with the insurance team. Thank you for the opportunity to respond!

• Initial Complaint

  Date:07/21/2023

  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.

  When the new windows were installed we noticed defects in every window. After 3 visits from the representatives of the company the windows they still have not corrected the original issues!

  Business Response

  Date: 07/26/2023

  Thank you for the information regarding Complaint ID ********** We appreciate the chance to review this homeowner’s account, as we are aware that we have had multiple recent visits in an effort to ensure that their service concerns are addressed. That said, after our most recent visit and reviewing the punch list that our technician drew up, we do believe that we are on the right track to address all open service items at their property. We do need to reorder additional parts in order to be prepared for the next visit. We do not have an estimated arrival date of all of the materials at this time, but are happy to provide it as soon as it is received. We understand, and apologize, if the multiple visits have created any sort of frustration for this customer but we want to assure them of our commitment to them and to our lifetime warranty which will allow us to get this resolved. Thank you for the opportunity to respond.

  Customer Answer

  Date: 07/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/18/2023

  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.

  I spent almost 30 k with this company and it's a horrible experience I would not recommend this company save your money or do it yourself it will come out better. It took over 8 months to get my windows when they said it would take 4. I couldn't get a answer from anyone on why it was taking so long I spent so much wasted time on the phone. I had to leave work early and go to their office in person and Finlay got a answer. They measured my big windows in my living room twice and it was over a inch off they didn't even say anything to me about it I figured it out myself right after they installed it. The frame work around my bedroom windows and absolutely terrible I asked for them to replace the old frame work witch is in bad condition but they just scabbed in some bs. It looks horrible. The siding they patched on my house looks absolutely terrible there are huge gabs and none of it lines up they even have nails and screws in it looks so bad. They will not get back to me if they are gonna make this right been going on for about 3 weeks now

  Business Response

  Date: 07/25/2023

  Thank you for the information regarding Complaint ID ********** We appreciate this homeowner's feedback, as well as the chance to review and respond. Our team has been working with this customer directly to resolve his service concerns. We are waiting on a part that needed to be ordered after our last visit, and once that arrives we will call to schedule a crew out to complete the remaining work. The current estimated arrival date of the order to our warehouse is the week of 8/7. Should this change, we are happy to update the customer, but once we have the new frame, we will call to schedule our return visit. We appreciate this homeowner's patience as we work to complete the punch list of work needed. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:04/14/2023

  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.

  Universal Windows had an incapable team installing windows. They were well aware of this issue, as I later learned that they have a designated team to correct all installations by this individual. Not a single window was installed correctly (January 2023). March 2023 they sent a new installer to begin corrections. By this time, some windows were filling with water, windows were missing pieces to protect the exterior of the home, and trim work had been destroyed by caulking. The job has not yet been completed- flashing and door handles are still pending. Damage was done to the exterior of the home, and trim work had to be replaced, leaving raw trim work in the home. Universal had guaranteed and promised to fix all issues caused by their installers, and we opened discussions for adjusting final price based on the issue. Since the last call the week of 3/13/23, universal has avoided all communications, leaving us not only with an incomplete job, but now with repairs to be done that they promised to cover cost of with no response for us to complete the work, and no update on final cost of the original project itself.

  Business Response

  Date: 04/20/2023

  Thank you for the information on Complaint ID ********** We have been in direct contact with this homeowner regarding the concerns that they have on their project. At this time, we have our return visit scheduled for the work needing to be completed, this is scheduled for 5/1. Our team is also working with them on the estimates and review of the damage they are claiming so that we may bring that to a resolution as well. We appreciate the homeowner communicating with us, and we look forward to our upcoming appointment. Thank you for the opportunity to respond.