ComplaintsforUniversal Windows Direct of Chicago

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been under contract with universal since April 8th. I'm supposed to have gutters and gutter covers installed. I made a ******* down payment. For some reason I can't get an appt for the work. Have called many times and someone is going to get back to me. Only 1 time did I get a response and he told me he find out what was going on. I believe he was over that ***** It's a week now and I still know nothing. I need for them to either do the work they were contracted for or my money back.

  

  Business response

  08/06/2024

  Thank you for the information regarding Complaint ID #********. We would like to apologize if this homeowner felt that our communication regarding the scheduling of her project has fallen short, as that is never our intention. Our Operations Team, specifically our Operations Manager, has been in contact with her to let her know when the appropriate crew for her project type will be in the market so that we can get her on the schedule for installation. We will be in touch over the next week to get the install date firmed up. We appreciate her continued patience and look forward to getting the installation scheduled. Thank you for the opportunity to respond! 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order windows from Universal windows direct in early December. the company offered me 24month financing with 0% on the windows for a total of $4946. However, the company charged me on both my credit card that they told me they need just to put the order in and a separate credit line for a total of $9892. I have been requesting a fix for over six weeks now. I told them almost 3 weeks ago if this is not fixed soon that I will want to cancel my order. they had the sales manager call me and say the refund on my credit will be completed in **** days. 7 days after i told them again i still have not received a refund on my card and i will want to cancel if I don't receive it. they said it is coming. I called yesterday said I am cancelling because no refund has been received 14days after the fact they promise they processed a refund and over 3 weeks of calling saying i need a refund or a cancellation. They confirmed they would send me the cancellation form. Yesterday I called a separate contractor and hired them to install windows under the assumption universal direct was cancelling my order. today they call me and say it is to late to cancel.

  

  Business response

  01/29/2024

  Thank you for the information regarding Complaint ID #********. We apologize for the confusion with the breakdown of charges on this customer's agreement. This was first brought to our attention at the beginning of January, and we have worked with our Sales team to get the charges corrected and the financing of the contract price should all be ************, including the customer's initial deposit being refunded. As their product is already ordered, if they would like to continue the discussion around cancelling the agreement, we can have our Sales team reach out; however we are committed and eager to getting their products installed as soon as they are completed in production and arrive to our warehouse! We are confident that we have resolved the confusion with the billing and appreciate the chance to move forward on the project together. Thank you for the opportunity to respond. 

  Customer response

  01/29/2024

   
  Complaint: 21197806
  
  I am rejecting this response because: Everything in this response is at best misinformation and at worse fraudulent. To start with I contacted them in December twice about the double billing issue. Early *** is when i called to say I am canceling if this was not resolved. they promised me a refund was processed and would clear in **** business days. A refund was never processed. The only reason it was "resolved' as they claim was because I filled a dispute with my credit card which they contested so i had to provide additional information showing that this was a double billing issue. So this was not resolved by their billing team it was resolved by me proving they were attempting a double charge. After the lost the dispute charging my credit card they continue to try to charge the loan at greensky which I am currently disputing because i have informed them four times at that point i am canceling these windows I told them early jan i want to cancel unless they refund the double bill that day. which they did not do, i informed them again on 17th that i want to cancel if i do not get a refund. which again they did not do. I informed them the 24 I am canceling because I have not seen a refund. They confirmed i can cancel before the following day saying it is to late to cancel now. I informed them that day it is only too late because they provide me with false information that my double bill was refunded which is was not and i will not be accepting this charge or order. Now that ******** has rejected their charge they are trying to contest my dispute saying they are owed the cost of goods. The only reason they are out any cost of goods is because they provided dishonest information to me in early ***uary to talk me out of canceling like they are continuing to provide disinformation on their response. They know I have no desire to let them complete this job because their constant dishonesty are claiming they will discuss a cancelation now but really they are pursuing a large sum of money for cost of goods that is their own fault. I called their office twice today to process this "cancelation" and they refused to answer. I also called ******** the loan company again today and they are still contesting the dispute. So to even suggest to do the job after telling lie after lie is just insulting. This company needs to cancel my order and drop any attempts to charge me through the loan company we were working with. 
  Sincerely,
  
  ***************************

  

  Business response

  02/01/2024

  Thank you for the response on Complaint ID #********. We would like to first clarify for both the customer and the ********************** that at no point was any of our staff working with this customer working to convey any type of dishonesty. We would like to recognize an administrative processing error on our end that did result in the delay in the refund to the customer. That has been remedied; however, after working with this customer ************************, first to apologize for the experience and second to work to bring this to a resolution, we have determined that the best course of action will be to part ways and cancel our agreement together. While we wish this scenario would have been different, we appreciate the chance to work through this with the customer to bring about a resolution. The cancellation will be processed on our side and we appreciate their patience as we wrap up these final details. Thank you for the opportunity to respond. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $48,435 for custom windows. They were supposed to lessen the noise from outside and they do not. People come over and ask if I have windows open because the noise outside is so loud. They are noisier than the old windows that were in this house. The windows are also supposed to keep it warmer in the home because of the quality, they do not . The sales rep was here on September 14th 2022. He told us it would take 12to14 weeks or maybe longer for installation Because they were custom windows, and they were back logged. 2 months 4 days later they were here to install the windows. I believe these are not the correct windows installed because there is no difference in the noise level, it's actually worse with the Outside noise and it doesn't keep the warmth in as I was told it would and make a big Difference. I have called the company and I cannot get past the person that answers the phone to talk with someone. Leave a message they don't call back. I paid for custom windows and That's not what I received. Strange that they made these custom windows in 2 months. When they were back logged and it Should have been 12 to 14 weeks or longer. I paid a lot of money and I want the correct windows installed. I would like the business to install my Custom windows that I paid for. The ones I paid for that lessen the noise and keep the warmth in the home. I paid a lot of money and I want the correct windows. Not the windows they put in which seem to be stock windows. The amount I paid is way too much for windows they had in stock. These are not anywhere near being Custom windows. They did send a man out to seal the inside of the windows because they were leaking a lot of cold air. I showed him that some did not fit properly. He put in extra cauking to fill in the gaps. I wanted to order the rest of the windows that I needed. They never called back. They got their money so they just don't care. I want this fixed.

  

  Business response

  06/08/2023

  Thank you for the information regarding Complaint ID #********. We appreciate the chance to review and respond to this homeowner's complaint. This customer has purchased our Plus window package, which features double panes of glass that is low-e coated, argon gas between the panes, and our Super Spacer. After the sales appointment, our team returns to get the specific measurements of each window we are replacing, because every window is made custom for our customer's homes. We do not keep "stock" ********************** in our warehouse that we pull to install into homes. The windows that this homeowner has in their home were built specifically for their house. 

  We will provide our customers with a ***** week estimate for completion, and we are proud that we were able to accomplish this in a slightly shorter timeframe, it is always our goal to exceed expectations. When speaking of expectations, we also would like to clarify that we do not offer a window that is noise cancelling. We apologize if, at any point in their discussions around the products, that this was conveyed, but we do not have a window that will cancel out noise. We last ran a service for this homeowner in January of this year, and if she is in need of another service visit, which is covered under the lifetime warranty, she can reach out to our ****************************** to get that set up. We would be happy to get her taken care of. 

  We appreciate the opportunity to respond, thank you! 

  Customer response

  06/08/2023

   
  Complaint: 20145836
  
  I am rejecting this response because:  They never said they were noise canceling. The sales person said it would help reduce the noise from outside. And it does not do that. They never went upstairs and sealed those windows yet. And there are windows that still leak.  I would like to order the rest of the windows I need, But I can't seem to get a call back.  Apparently the lady that answers the phone does not give messages that are left, for someone to return calls.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/22/2023

  Thank you for the response on Complaint ID #********. At our service visit in January, ************** recaulked 28 windows in this customer's home. If they have additional concerns with the seals after that visit, we would be happy to set up an inspection visit to assess. We will reach out to this customer to try and set this up. They can also reach out to our ****************************** at ************. If an agent is not available, we do just ask that they leave a voicemail so that we can return the call. Thank you! 

  Customer response

  06/23/2023

   
  Complaint: 20145836
  
  I am rejecting this response because:  For the fact they never caulked the windows up stairs. For the fact  Their sales representative  *************************, Said these windows would reduce the noise level from outside. They do not. When I talked to the lady on the telephone yesterday she had said They do not have noise canceling Windows.  I told her he had said it would reduce the noise from outside not cancel it. She had said that is a misunderstanding.Their television commercial the lady saysWhile sitting on her couch  Next to her husband that  These windows look great and the noise from outside has been reduced greatly. So why would the lady on the phone yesterday tell me I misunderstood that part ?Those are the windows I want because these windows do not reduce the noise at all it sounds like I have them open all the time. Why do they tell people it will reduce the noise if it doesn't. I want to know how they are going to fix it to reduce the noise from outside. That was a big part of me buying their windows. If they cannot Deliver me the product that I was told I was getting for that large amount of money I was paying. They need to figure out how to adjust what I paid them,  Or replace these windows with the custom windows that I ordered.  Stop playing games with me and get this fixed.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/26/2023

  Thank you for the response on Complaint ID #********. We did have a chance to speak with this homeowner to schedule a service for their concerns with the caulking. We look forward to that upcoming appointment. Regarding their concerns with the information presented to them at time of sale, we had a chance to go back and review their agreement. A copy of the first page of their agreement, with contact info/address redacted, is attached. This homeowner signed an agreement for our Plus package windows. The window package that can offer a reduction in sound/noise transmission is our Premium package. We are including a screen grab from our online brochure that shows this information. The custom windows measured, ordered, and installed into this customer's home are the ********************** that were signed off on at the time of the sale. We appreciate the chance to provide these details and the chance to respond. Thank you!

  Customer response

  06/27/2023

   
  Complaint: 20145836
  
  I am rejecting this response because: When their sales representative ************************* was here. Before the contract was signed.  I asked ****** are these the windows that keep the cold out and the heat in and reduce the noise. He said YES. That is the reason they cost so much. Those are not the windows they put in. If he checked the wrong package on the paperwork that is not my fault.  My daughter was here and I double checked with her and she said yes he did say that. I want this corrected. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/29/2023

  Thank you for the information regarding Complaint ID #********. As outlined in our agreement, and as we are not present at the time of sale, we do not go off of any type of verbal promises but the signed, written agreements with our customers. We have provided copies of this homeowner's agreement with our company, which is what has been executed. If the homeowner is interested in us providing them a quote to upgrade to the Premium package of windows, we are happy to work with them on that and to provide a discount for that upgrade as an act of customer satisfaction; however, the ********************** that this homeowner signed off on are the ones that were measured, ordered, built, and installed into their home. We appreciate the chance to provide this clarity, and we thank you for the opportunity to respond.

  Customer response

  06/29/2023

   
  Complaint: 20145836
  
  I am rejecting this response because: Then what you're saying is your sales man had told us when he was showing us the contract to sign on his computer. That I was getting the windows that keep the heat in the cold out and reduce the noise. You're saying you're not responsible for this salesman lying to the customers to pay for the more expensive windows. And deliver  The lesser Costing windows. Now you're trying to turn it around and have me pay more for the windows I already paid for, you want me to.get an upgrade to the windows I should have gotten installed in the first place. I paid top dollar for the top windows. You installed mid grade windows.  There is no way these mid grade windows cost over $48,000.  So I was overcharged you need to figure out what mid grade windows would cost and refund me the difference. Or put in the correct windows. You need to stop lying and trying to steal from the little people.  You should be very ashamed of yourself.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  After I cancel my contract the following day saturday May 5 And call and talk to manager on monday 8 he agreed to refund my money between 3 and 5 businesses day . But9 days later no luck and manager don't even have the courage to answer my call or tex. Even corporate etc etc.I have attached screen shot of the money they pull from my bank account

  

  Business response

  05/23/2023

  Thank you for the information regarding Complaint ID #********. We would like to confirm that this project has been cancelled. A refund check has been cut and will be mailed to the customer ************************. We appreciate his patience on the arrival of that check. Thank you for the opportunity to respond. 

  Customer response

  05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The salesman lied to us about what windows would be replaced. He told us our front windows were counted as one window each. After the install, the top of the windows were not replaced. There would have been no way for us to catch this on the contract as we were told the windows were counted as one. If the salesman had accurately quoted us there is no way we would have signed for what they are trying to charge us now for the three small windows. The company is refusing to come to any reasonable agreement. They want to charge us $3,000 for the three small windows attached and claim this is their employee pricing and they will give us this price if we leave them a 5 star review.They didnt even come out to measure or look at the windows. If you call them for an estimate they wont do it but they were able to pull this price out of nowhere. This company can not be trusted.I simply want the 3 windows measured and delivered to us and we will have our contractor install them.

  

  Business response

  05/31/2023

  Thank you for the information regarding Complaint ID #********. We had sent this over to the BBB to review, and received the below response, as this is a duplicate complaint that has already been handled: Bmcquaide, 
  
  
   The Complaint has been closed as out duplicate. There is no further action needed from the business at this time.  
  
  If you need further assistance, please contact ** at If you need further assistance, please contact ** at BBB Chicago Complaint Services.
  
  Sincerely, 
  
  Customer Relations Representative
   Better Business Bureau
  BBB.org
  BBB has given this email a reference ID of *****

  

  Business response

  06/02/2023

  The first complaint filed by these homeowners was ********- we resolved with the help of our Sales Manager as it was related to the terms of the financing. This was in January of 2023. 

  The second complaint was filed by ******************, Complaint ID ********, at the beginning of May- which was closed out because we were able to show that what the customer signed off on their agreement is exactly what was installed into their home. UWD has upheld their agreement with the homeowner. 

  The third and most recent complaint- Complaint ID ********, filed by *******************, is extremely similar to the 2nd complaint filed by ******************. The customers have been provided with the cost of purchasing the three additional windows. This price is discounted, as an act of customer satisfaction, should they want to move forward with the additional windows that were not included on their agreement with our company. This is the option we can provide when it comes to adding three more windows to the agreement. 

  Thank you for the opportunity to provide clarity on these complaints. Thank you! 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased windows with Universal Windows Direct the evening of March 16, 2023. On March 22, 2023 my family experienced a significant change in the health of my mother resulting in an immediate need to change the living situation for both of my parents. On March 22, 2023 I called Universal Windows Direct and left a message letting them know I wanted to cancel the project. The morning of March 23, 2023 I called the company again and was not transferred to anyone on the project team. I then sent an emailed letting them know I wanted the project canceled. Later that day I spoke with someone named ***** *************). I informed ***** that I wanted to cancel the project immediately due to the circumstances. ***** attempted to offer options to extend the contract, to which I declined and asked again to immediately cancel the project. Later that day I received a text message from ***** telling me he wanted to push the decision to the next day to which I responded that there was no need, and to immediately cancel the project. The morning of March 24, 2023 I sent a detailed complaint (attached)to the companys email contact and asked that it be forwarded to management. I have received no response to that email. Later that day ***** called me a left a message. He again asked me to extend the start date or reduce the number of windows that I would be starting with. I declined and asked again to immediately cancel the project. To date I have requested to cancel this project 5 times and I have still received no email confirmation of the cancelation of this project. Universal Windows Direct has completed no work and scheduled no additional appointments with me to date. I have done nothing more with this company that sign the initial purchase agreement which I have requested to cancel 5 times to this point. Please instruct Universal Windows Direct to immediately cancel this project and refund in full any and all charges made to my Fortiva and GreenSky accounts. Thanks, BBB.

  

  Business response

  03/28/2023

  Thank you for the information on Complaint ID #********. Our Sales Manager was able to follow up with this homeowner and we were able to cancel this project with no penalty. We hope that this customer will keep us in mind for the future, and we appreciate the chance to get this taken care of for them. Thank you. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12-28-2022 we met with *********************. We reached an agreement to have multiple windows installed for $16,436. When we were figuring out financing I made it very clear I didnt want to pay any interest. We asked multiple times when we would receive our first bill and he assured us multiple times we would receive our first bill ***** days after installation.We put $1,000 down and chose a finance plan that would allow us to pay off the rest of the balance ***** days after the estimated installation date.Unfortunately, we received our first ******************* after signing and we are still months out from the project starting. *** made multiple calls and talked to multiple people that promised to call me back with a resolution but nobody has followed up. Id like to cancel our contract with a full refund due to them violating the ******** consumer protection laws. Please see below:The Act prohibits the use of any deception, fraud, false pretenses or promises, concealment, suppression, or omission of any fact that is material to a business dealing or transaction.

  

  Business response

  01/26/2023

  Thank you for the information regarding Complaint ID #********. We have actively been working with this homeowner regarding their financing plan. Our Sales Manager has spoken with him directly to bring about a resolution so that we may move forward with this project. We appreciate the homeowner's willingness to work with us, and we appreciate the chance to respond. Thank you. 

  Customer response

  01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows in December the job was incomplete called several times to rectify the issue no response from the company

  

  Business response

  01/20/2023

  Thank you for the outreach on Complaint ID #********. We have installed this customer's products, the work remaining is related to the exterior capping. Our Operations Manager has reached out so that we can schedule our return visit to get the work completed. We look forward to connecting with the homeowner so that our return visit can be scheduled. Thank you for the opportunity to respond! 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband contacted them around Dec 2021, but I did not feel windows were high on our list of importance for house repairs needed. It is now one year later and since my husband gave them my phone number they continue to call me almost every day up to 17 times a day. Every time I block a number they call on another number. If this phone harassment continues I will file a criminal complaint.

  

  Business response

  12/09/2022

  Thank you for reaching out on Complaint ID #********. We apologize if this homeowner has felt any frustration as a result of our communication outreaches. We will be working with our internal team to ensure that outreach to them will cease. Thank you for the chance to address this, and for the opportunity to respond. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 3/28/22 Downpayment: $5024.00 + two pyments to GreenSky Finance Put in 19 windows in my home TWICE. There are two sliding windows in each frame. The grids inside are crooked and do no align. Either top ones, one higher than other. Or bottom grids, lower or higher.Operations Manager was here November 10th, he measured and stated all windows are crooked and grids off line. This is SECOND sets of windows they have replaced.I informed him I do not trust company and do not want anymore of their windows. I just found out today that they have ordered another set of windows for me without telling me. Have been working with ***** from Illlinois ************************** **********************

  

  Business response

  12/07/2022

  Thank you for the outreach on Complaint ID #********. We apologize if this customer feels as though the communication around her project has fallen short of her expectations, and our own.  We understand and have confirmed, through a visit with our Operations Manager to her property, that the sashes of her windows needed reordered due to the grid pattern not aligning. This is covered as part of our lifetime warranty, and we do have the sashes on order for this customer to ensure we can get this corrected for her. We appreciate her patience as we await these sashes to arrive, as we are committed to getting this taken care of as soon as possible. Thank you for the opportunity to respond. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩