Icie Esf

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Verified Reviewer

Unbelievable! Very disappointed.

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I had Universal Direct come out to measure 4 windows. Read that again - 4 windows! I listened to the entire presentation which was not necessary. I figured 4 windows would cost me around 2k - 3k tops (they are not big windows) and I was prepared for that price. When the salesman gave me a quote of 7k I almost fell on my floor. I couldn't get him out of my house fast enough. Totally ridiculously overpriced. Unbelievably marked up. Very disappointed in this company. Will never refer out to anyone.
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Cons:
  • Way overpriced

User's recommendation: Never!

Anonymous
map-marker Prospect Park, Pennsylvania

Bad Warranty

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To start off with, I will say the price of the windows ( for a lifetime warranty) was a great deal. The installation didn't take that long and the workers completed the job in 1 day doing 10 windows.

They cleaned up and didn't leave a trace of them being there. That's the good part. The bad part happened about 4 months after installation. The caulking cracked and pulled away and while cleaning the windows for the first time in the spring I noticed the main frame on one window was damaged.

I contacted my sales person and they directed me to the customer support to get these issues fixed. A worker came out pretty fast, took photos and measurements for the main frame and sent out to get the repairs started. Then I had to wait from June 30th until Sept 12th to see them come out again. I left work early to accommodate the work crew with the main frame installation.

However, the worker measured the old window and mainframe that took months to build and said if he installed it I wouldn't be able to open the window, because it was the wrong size. So he took more pictures and measurements and sent those to the office. He did redo the caulking on windows that was failing (that looks better now, lets hope it stays that way). Now i wait for another main frame for my windows.

This warranty which is the main reason I went with Universal Windows Direct seems to be lacking and is making me second guess my decision to go with this company. I would be careful about using them because of this issue I am currently having. It makes me worry if there is ever a real issue how long it will take to resolve correctly. I will say that if this is fixed in a timely manner I may alter this review, but until that happens I can not in good faith say that universal windows direct is the best company for your whole house window renovations.

Was just informed it will be another 9 weeks before this main frame can be fixed putting this warranty repair now at over 18 weeks. 09/13/2023, Now they are saying (in their reply here) it's due to production delays. No, it was measured not once, not twice but three times. If it was done correctly the first time, there would not be another 9 weeks of lead time.

I really now will not be changing my review and do not recommend Universal Windows Direct for you replacement window needs.

09/14/2023- Update they tried to install again on 11/28/2023 an the dimensions were wrong yet again and could not be installed.. This is not a company I can recommend.

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User's recommendation: Do not use

1 comment
Alihassan A Qku

Hello team WhatsApp my WhatsApp account is banned please unban my number is banned please unban my account

Kerry B Geb

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Verified Reviewer
| map-marker Denver, North Carolina

Never use this company!!

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NEVER USE THIS COMPANY!! We met with the sales person, who sat in our kitchen and lied to us from the beginning.

This will be a 1 day job, forgot about the 3 years to get to the one day. It was over 3 years for them to complete the job. All are crews work for us they said, not contracted. Lie #2.

None of the crews work for them other than contract, one crew had only worked for them for 2 weeks. Day 1, they showed up without the sliding glass door and didn't know where it was. Finally found it under some other name. Showed up at leased 8 times and the crews didn't even know why they were there and when informed said they didn't have the parts they needed and would have to come back.

Each time was a 2-4 hour window that you had to wait on them and not go to work yourself. The crew day 1 dropped a window on the corner and damages the frame and screen and installed it and didn't say anything about it, we found it later that day. Took them over 6 months and 2 different times to replace the window and the guys didn't even have the screen to replace and had to come back again. They installed the sliding window without shimming them and they sagged and had to be fixed with another visit.

They have had to replace multiple screens on new window that were installed wrong and coming apart. They finally sent a trouble shooter out because we had so many problems and he was saying he never seen a job like this and wrote down all this info, that never was given to anyone and no one knew anything about it. He got promoted and know knows what happened to his notes. Any time you try to get ahold of anyone you are on hold forever and never get anyone, they have a nice leave a message that no one calls you back.

They are problem tired of hearing all the complaints.

NEVER USE THIS COMPANY! Oh, they did offer us $400 off a $16,000 job.

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User's recommendation: Don't let them in your house

Anonymous
map-marker Uniontown, Pennsylvania

Where my doors

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They brought my doors and the door jams for the wrong colors that was before Thanksgiving so now I still have no door jams or no doors. I want my money back or I want some more money back some money back somehow someway I want some money back and I have an attorney that represents the family so I dont have to pay him jack *** so I deserve money back. No one should have to wait that long to have doors put in and I trusted you so I hear from my husband every single day.
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Anonymous
map-marker Wentzville, Missouri

Installation

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Muddy boot prints on my hardwood floors. Clumps of mud left in front hallway.

Installers STOOD on my furniture and in my kitchen sink instead of using ladders. I was instructed to move anything from area around windows which I did. Without my knowledge workers removed all blinds, shades and curtains including hardware attached to the wall- not the window frame. Everything was thrown in a heap on the guest room bed .

The back door was left standing open when they left. I am 73 years old and completely disabled. I now have to hire a handyman to clean up and put everything back together.

I expect you to pay for that. Please contact me as soon as possible

Gale Moss

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User's recommendation: Find a different company

Linda R Wsh

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Verified Reviewer
| map-marker Uniontown, Pennsylvania

They came out to my house and they told me in two weeks later they come out and measure the doors. They told me that I would have my doors 4 to 6 weeks no longer than eight weeks and this is already m

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Came out to my house in May order measured the doors two weeks later told me that my doors would be here 4 to 6 weeks no longer than eight weeks and this is already the middle of November thats just ridiculous so I would not recommend this company to nobody else
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User's recommendation: Well, not recommend to future customers

Linda R Wsh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Uniontown, Pennsylvania

Have been waiting since May for my doors

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Nobody has ever reached out to me about the delay, or me updated on the doors. I had to call every time to find out. Whats the hold up on the doors and I shouldnt of had to do that I shouldve been contacted stop by somebody very disappointed in customer service.
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Sue H Xhz

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Verified Reviewer
| map-marker Longview, Washington

Door completion ever happening?

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My door was installed March 6th 2023, WITHOUT the lock or handles. The installers said the hardware wasnt sent, but it would be taken care of promptly. They put the old handles back on, and put tape over the hole where the lock should be. Ive talked to customer service twice, the last time they never bothered to even call me back. Amazing. Just wondering if they are ever going to finish the job. It is now April 17th!!
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User's recommendation: Hard to say. I had windows installed previously, and gave no complaints. Thumbs up. Now this door thing; dealing with them if there’s a problem has been incredibly frustrating. Seems like it should have been taken care of promptly.

Audrey M Kuh
map-marker Los Angeles, California

Once the sale is made....

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I love the windows. Very nice.

Lots of companies have nice windows (and probably cost a lot less). The problem is that once the sale is made, you won't ever get to speak to them again, even if the windows haven't yet been delivered. Company personnel are really put off by your attempts to speak to them, like you aren't worth their time. I even tried to contact the company about the yard sign I agreed to.

No luck. There is supposed to be a warranty but, frankly, if they won't talk to you about advertising themselves, what are my chances they'll talk to me about a warranty.

I love when I feel like a peasant after spending gobs of money. Like I said, I love the windows and I hate to have to even bring the company's attitude up, but how we are treated once they have the dough is important.

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Preferred solution: I don't want anything from them. They've already shown their disinterest. I just want consumers 5o think long and hard.

User's recommendation: Shop around. Alot.

Anonymous
map-marker Norwalk, Ohio

1year later!!Really!

February 2021 ,we had universal windows come into our home .All new windows and trim ,"we had nothing to worry about"--the bathroom window was the wrong one ,trim wasn't put on -AND every window has a draft!! Now ,about a year later they called "we got your trim". I'm like Really, how bout the mismatched window, how bout the drafts??Don't waste your money and time.
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User's recommendation: Forget it!

Michael B Apk

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Verified Reviewer
| map-marker Bedford Heights, Ohio

Terrible customer service, lousy follow up and follow thru

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I purchased new windows on August 27th of 2020. Today is April 11, 2021 and my windows project is still not completed.

The automated phone system is an absolute joke. Receiving a call back or getting a pro-active update as to the progress of your project is virtually nonexistent. You as the customer must hound them to get an update. You are promised the moon and the stars by the sales personnel, but the management cannot deliver.

I bought windows, shudders, and a new front door, slider doors, and screen doors, along with colored trim to surround the new windows. On January 30th ( a Saturday ) of 2021 an installation crew FINALLY arrived at my home. Within the first 30 minutes of arrival a problem existed. The installation crew did not have the shudders I had ordered.

They blamed the problem on an absent Warehouse manager who normally would be in charge of stocking their vehicle with the necessary product. Then the work order that the crew leader had with him showed that I had ordered blue trim for my new windows. The trouble is, I had ordered red trim on August 27th of 2020. I showed the crew leader my original order form which clearly showed that I had ordered Red.

He then showed me his copy of the invoice. His copy clearly showed blue. Somebody at Universal Windows had altered the contract after the fact. At any rate, since January 30th 2021 I have windows without shudders, Windows without any window sills or trim.

From the road or sidewalk all you can see is the hardened foam that was sprayed in between and surrounding the window frames. Roughly 6 months to prepare for my installation and this company couldn't get it right. The installation crew was cordial, professional, and overall performed pretty well. I was assured that I would be contacted within 3 business days to schedule a follow up scheduling for the shudders and the trim work that would still need to be completed.

Based on how professional an reassuring this crew leader was, I believed him and paid my invoice in full. COLOSSAL MISTAKE ON MY PART. So Wednesday following my installation came and went and nobody contacted me. I waited an additional week thereafter and still I had not been contacted.

Finally I had to call them. Misery is all you'll ever get when attempting to navigate this company's automated phone menus. It then only gets worse when you actually get to talk to somebody. You get transferred multiple times and if your lucky you wont get hung up on.

Its a God Awful Mess. So I finally get to talk to somebody who informs me that their is a shortage on red trim and that my installation would be put off until April 1st. Yet another delay. The delay in getting the original install was blamed on a glass shortage due to Covid-19.

At any rate in the time frame between January 30th and April 1st I had noticed an unreasonable draft coming inside the house from underneath the new front door. Also the deadbolt on the new front door would not lock properly because the strike plate wasn't aligned properly. In addition the crank out windows in the kitchen didn't function properly once they were cranked open. When cranking them shut, the mechanism doesn't align with the resting cradle when finished.

This means that every time I open and then close these 2 windows I must take the crank lever off of the shaft and manually reset them to have the lever rest in its cradle. All 3 of these problems are minor and require minimal adjustments. I reported these problems in Early February. To Universals credit they responded to these problems 4 times.

As it turns out this was 3 times too many. I explained all 4 times to the representative that I had issues in my home that precluded having multiple visits to the home. I didn't mind waiting until April to have the service issues repaired and to have the installation procedures all completed all at the same time and date. 4 DIFFERENT PHONE CALLS, from 4 different representatives all had to be told this.

Now the really fun part begins. Since nobody called me and nobody showed up on April 1st, I called on April 7th. Needless to say I was quite irate that once again I had to be the one to initiate contact. Anticipating yet another round of frustration had me already in a combative mood prior to anyone answering their phones.

I wasn't disappointed anticipating aggravation and anger Within the first 5 minutes, probably sooner than that, The gal on the phone tells me " Some " of the parts for my project had come in and that I could be scheduled for completion of the project. Instantly I was angered at the word " some ". I explained that I would take any Saturday that was available. She then instantly told me that Saturdays are NOT available at all.

I instantly dismissed anything else she had to say after that. I demanded to speak to a manager. From the date I purchased this disaster I had been assured by the salesman Chris, and the Crew leader who was at my home on Saturday January 30th and another Manager named Cary that my project would be completed on a Saturday when I could be home. Now I'm being told that Saturdays are an impossibility.

Again I demand to speak to a manager. ( THIS IS WHERE THE REAL FUN BEGINS ) A lady named Shalia identified herself as the scheduling manager and she was only to happy to engage me in a heated argument and actually seemed to enjoy talking over my shouts and virtually assuring me that she WOULD NOT schedule me a Saturday completion date. I stated to her " I'm done with you, give me the manager that you report to. She said that there wasn't anyone above her.

I asked if she owned the company. She said no. So I asked to speak to the General Manager, The Owner or anyone who's authority superseded her own. She insisted that there was nobody.

I hung up on her. I then called back 30 minutes later asking to speak to a manager. Guess who answered ? Shalia again.

Shalia must have told me 3 or more times how she was willing to work with me on the completion of the project, but that service issues were not performed on Saturdays. I'm now shouting and threatening that this is NOT A SERVICE ISSUE. ITS AN INSTALLATION ISSUE, and do not tell me you do not perform this work on Saturdays because if you check your calendar you'll clearly see that January 30th of this year WAS IN FACT A SATURDAY. On that Saturday your crews were unprepared to complete the job, and thats why I'm still awaiting the installation to be completed.

In addition to the installation being completed I needed service issues also looked at and repaired. I assured her that Saturdays and Sundays are THE ONLY DAYS OF THE WEEK THAT I AM AVAILABLE TO COMPLETE THIS PROJECT.....She kept doubling down that she WOULD NOT schedule me a Saturday...PERIOD. She seemed to revel in telling me that what I needed, I was never going to get from her. After cursing profusely and threatening, I hung up.

I then contacted the BBB, The Ohio Attorney General and Channel 5 News.

The following day I received several calls from a Universal Windows Direct Gentleman Named John. He identified himself as Director Of Operations. Finally I had a person of REAL authority and who had obviously dealt with irate customers before. Within 15-20 minutes of a stern and agitated, but far less heated conversation, John assured me that I would in fact receive a Saturday date to complete my installation and complete my service issues.

I'm now tentatively scheduled for a finish date of April 24th 2021.

POSITIVELY THE WORST EXPERIENCE I'VE EVER HAD WITH ANY PRODUCT OR COMPANY AND.. ITS NOT EVEN CLOSE ..!

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Loss:
$22

Preferred solution: Apology

User's recommendation: I recommend you buy windows from Leggo, Earnest T Bass, or virtually anybody other than this outfit. The only thing missing from this circus is a calliope playing in the background.

1 comment
Michael B Apk

On May 1st 2021 the work crews showed up to finish the installations and make minor adjustments to the prior work completed on January 30th 2021. Once again the crew was short on materials and once again did NOT FINISH or complete the project.

I was assured by the crew leader that I'd be contacted within the week for another follow up appointment to finish this project. Once again I did NOT receive a phone call, did not receive an Email, did not receive a text message during the week. I wrote a rather scathing Email to a gentleman named John Paul who had identified himself as " Operations Manager ". John Paul was the person who had scheduled my appointment for Saturday May 1st 2021.

Prior to leaving my home on May1st, the crew leader called John Paul and informed him that the work was once again NOT COMPLETED. The entire week of May the 9th I was not contacted by Universal Windows Direct. Once again I had to initiate contact to try and see when if ever this project would be completed. On May 11th 2021 Somebody called my cell phone from Universal Windows Direct, but I missed the call by about 20 seconds.

I immediately called back and once again, I was unable to reach any person with authority. I called back within 30 seconds of missing that call and the receptionist told me that not 1 person with authority was available to take my call. I mentioned that I had never received any documents regarding their product, I was given a folder by the crew leader who worked at my home on May 1st 2021. He had told me that he was instructed to deliver this folder to me.

When I opened the folder up there was nothing inside. ZERO, zilch nothing. An empty folder. Other than my original bill of sale that the salesman gave me a copy of in August of 2020, I STILL DO NOT HAVE ANY DOCUMENTS EXPLAINING WARRANTIES, HOW TO CARE FOR THE PRODUCT, HOW TO MANIPULATE AND USE THE PRODUCT.

Basically I have nothing. On May 11th 2021 I was finally called by Universal Windows Direct and was told via voice mail that the same crew leader who has worked my project both in January of this year and as recent as May 1st of this year, he would be returning to finish the job " SOME TIME NEXT WEEK " ? Needless to say, I won't be holding my breath. " Some time next week " is the best answer I could receive after having waited almost a year, and after having been shorted on product TWICE.

Obviously I made a terrible choice in purchasing this product. I'm struck for the long haul now. Anybody who hasn't paid their invoice should not pay ANYTHING until they are satisfied that the product is good and the project finished. Anybody who might be considering buying a product from this company SHOULD EITHER HAVE THEIR HEAD EXAMINED BY AN MD OR USE THEIR HARD EARNED MONEY AS KINDLING FOR THE FIREPLACE.

Either way, they'll at least know what their getting for their money and receive value for it. UNIVERAL WINDOWS DIRECT IS BY FAR THE WORST MANAGED, MOST LOUSY SERVICE PROVIDER I HAVE EVER DEALT WITH......BAR NONE !!

Anonymous

Worst customer service department I have ever worked with.

Windows and patio doors put in home. One window is bad and patio door has a bad screen door. Well summer is over and the patio door was unable to be used since it was torn and did not fit properly. When they put the new one in it was not fitted properly either and it had a tear also, very expensive junk. Was told new product was ordered twice and was told it would be in quicker since it was getting cold out. Unfortunately now I am being told once again that it will be ordered. I feel they are just lying to me.
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User's recommendation: Do not deal with this company

1 comment
Guest

123

Joyce H Jpi

Extremely negative review

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Terrible experience. Extremely poor follow up. Very poor customer service and unprofessionalism. Patched order for which we are Extremely negative reviewstill waiting over two months for resolution
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Loss:
$4
Pros:
  • Look nice
Cons:
  • Causing me problems
  • Very poor customer service

Preferred solution: Full refund

User's recommendation: Use another company

Karen L Qom

Fraudulent Company - Go anywhere else

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Original review May 27, 2021

Hiring Universal Windows Direct was the biggest home renovation mistake we have ever made. The company is fraudulent, dishonest, disorganized, and poorly managed.

We hired them over a year ago to install 8 windows in our home. They have wasted six days of our time in our home and countless hours wasted trying to rectify their mistakes and we still have one damaged window from them. Working with them has been a nightmare. They have come out with the wrong materials over and over again and always take months to return emails and calls.

Please, save yourself the headache and hire literally ANY OTHER company to do work! I have yet to deal with a company this bad.

We still have a faulty window with a crack in the vinyl frame after 6 visits to our home by them. We plan on filing a lawsuit against them for fraud as well as the damaged window cost as they charged us for the job months before it was even near complete.

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Loss:
$6000
Cons:
  • Poor customer care and guarantee service
  • Products damaged
  • Job unfinished

Preferred solution: Price reduction

User's recommendation: Stay far away from Universal Windows Direct

1 comment
Guest

1234

Michael J Nsl
map-marker West Allis, Wisconsin

Stolen items

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Upon a small-time past when we needed our tools or mothers jewelry box, we found them missing (stolen). No one else has been in our house but family. It is when we needed these items that is when we found them gone. Very disappointed and furious. They refused to look into this matter when we confronted them. I give them a zero for stars
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Loss:
$100000

Preferred solution: All items returned.

User's recommendation: do one window at at time and watch over them with hawk eyes.

Steven A Blm
map-marker Oakwood, Ohio

Poor service, poor management, poor customer service, poor follow-up service appt.

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Two entry doors along with two screen doors were to be installed on january 18 2021.the 2man team left without the job being finished. moldings around the doors were not installed, chain on screen door is short - i put a bungy cord there so the door would open correctly also there were no guards on the screen doors to cover screws the nail holes on the entry doors were not covered with puttty there are problems with the lock on one of the screen doors not lining up to lock easily i have to pull the door to lock also same problem with the dead bolt on the entry door Had a follow-up service appt on january 29th the service person had all the wrong parts for us he did NOTHING then we had to schedule another service appt. 11;30 on february 12 the service person came with the wrong colors for our order he had to go back to the warehouse and get the parts in the mean time we called the service mgr and we were told she would order the correct colors and let us know when they came in which was wrong info ) because THEN the service guy came back on feb 12:30 with the right parts (MINUS the molding) he did fix some things for us on feb 12 still the job is not complete we still need the molding and the putty to be put in the nail holes AGAIN we will wait for an other service appt to be scheduled The main disappointment is the run around at with the customer service people We probably called 15 times and asked to speak to a mgr and always had to explain our situation with the rep on the phone then was told a mgr.. would return our call and until today feb 12 th we had not spoke to a manger Just a very FRUSTRATING experience overall
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Preferred solution: Deliver product or service ordered

User's recommendation: don't shop at universal windows direct

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