The worst experience ever. Would not recommend to my enemies. Sent installers that spoke no English. They couldn’t communicate with me. Installed over totally rotted wood, didn’t complete the job I paid for. They seemed ill prepared on what exactly they were supposed to be doing. I showed them the contract which was a waste of time because they couldn’t read it. Absolutely unacceptable. Salesman wouldn’t return calls. They came 3 times to complete the job and after requesting they send at least one person that speaks English they sent more installers that could not. Very, very aggravating to pay thousands of dollars to replace just 2 windows and go through such a nightmare.

The company, sales person and installers were great. We already made a recommendation

No

Sales Knowledge

Sales Knowledge - My home visit sales person was great!

Important Factors

Important Factors - Cost, quality, customer service at every level in the company.

Sales Knowledge

Sales Knowledge - Was very understanding and resourceful on using your product for excellent appearance and function.

Additional Comments

Additional Comments - Thank you for Sunny being so prompt and working to find a possible solution & answering our questions

We have been very happy with our house full of new windows.

It took them a full year to complete the job.

Very pleased with the sales through installation process and the quality and attractiveness of the product when it was in place.

The experience from beginning (with Jamie Shay) to installation was great.

Overall, it was a great experience purchasing windows from Universal Windows Direct.

Overall, the product itself is pretty good, the service however, leaves very little to be desired. Nothing like taking 2 years to fix a window that your technician broke. Then trying to actually charge us a service charge to come out and to replace it, which the first time, didn't fit the window frame, so we had to wait another couple of months to get it. A total of 2-1/2 years passed from when the windows were installed to when the broken sash was finally replaced.

Installers were friendly and helpful when I had questions.

Was lied to about the financial situation and not told about the size of the window and not left contact information.

Very responsive to fulfill contract agreement.

When the windows were knstalled there was a hole in the kitchen screen. I was told by the installer that I would be contacted by someone from Universal in the next day or two and make arrangements to replace the screen. The windows were installed on a Wednesday. The following week on Friday no one had contacted me. I had to call Universal. I talked to Mandy and she was very helpful in scheduling someone to come and replace the screen. The following Wednesday she scheduled someone to replace the screen, TWO weeks after installation. The person who came arrived on time and did a good job.

ALSO, the fact that I had to practically pay the total amount before anything was installed is ridiculous. I understand a down payment, but I do not understand why I had to pay almost the total before anything was installed. Do you pay for a new car before yuou get it????

ALSO, I was told the installers would be here between 8:00 - 10:00 on the day the windows were to be installed.. Whomever scheduled that time knew they would not be here as they were coming from Chicago. If I am told someione will be here between 8:00 - 10:00, I expected to see them about 9:30 or 9:45. They arrived after 10:00. It does not matter if they were 1 minute, 5 minutes,10 minutes, 15 minutes, 30 minutes late. Anytime after10:00 is late.

The installers did a good job when they arrived, Point is, the scheduler did them a disservice and myself.

The windows look great. Installed in one day half of our windows. Will do the other half in the future

This was a great value compared to other quotes we received.

Lots of Issues with install and product

We were not pleased with the sloppy work that was done on our home. We had to have some rework done. The man that came to do the rework did a good job. He also made the comment that most people wouldn't have really noticed the spots I was pointing out to him. And white on white is hard to do... I don't care, I am paying good money for a supposedly good product that should have been installed much better. To apologize & send someone out to do rework is ok but it should have been done right the first time.. I gave a recommendation to my daughter Jody Strupp ... . She had windows replaced, they did a terrible job of clean up, poked a hole in her screen door ! Used the bed as a workbench. What did I get for my recommendation ,Shoddy workmanship No Longer will recommend your company.

The windows look great and are good quality. The sales team was very knowledgeable. Some areas for improvement with the communication with the install team but overall pretty satisfied.

I will need to see how the window responds to future Wisconsin winters.

Payment structure isn't comfortable for the customer. Getting a COI and a Lien Waiver were difficult, but 4 stars because they did come through on everything in the end.

Despite living minutes away from their office, it took MONTHS to get an appointment for our door. And then they showed multiple times without any hardware or answers about where our items were.

Universal Window did the job well and also was prompt on follow up. I had a problem with one window and within a week it was fixed. The technician was on time and pleasant.

Jamie might make sales, but he lies and forgets.

Sales lied about being able to get energy bills from before we moved in, to see the "guaranteed 34% savings". Installation did jot schedule the appointment to come out & showed up when I was not prepared for them - and installation employee was rude to me and threatened to send back my windows. Delivery payment was put thru on that day, to a credit card I dis not want to use - without talking to me 1st. Half the windows were hard to open - installer said I would get used to it. Repair tech came on site (after I called supervisor) and had to call his joss because he did not really know how to fix windows.

Your care for the needs of the customer is nonexistant. Horrible conflict resolution ability. Very poor. Very Disappointing.

The window is still very new so time will tell

May 21st. doors were installed knowing the Front door trim was not on the truck; and installing the screen door which was very different in color from the color photo printed on the computer. (no actual door paint samples; only pictures.? Today is June 7th. and we are still waiting to hear when the trim will be available for install and have not yet heard anything regarding possible options for the screen door situation. Meanwhile everyone who sees our door from the outside can not believe how terrible the job looks. We were required to pay in full before getting our problems resolved, which is really unacceptable.

We were not happy that the salesperson who took our order told us one thing and the measuring person told us another in regard to replacing the window framing on the house like we asked for. The salesperson also told us he would stop by during the installation and did not. The salesperson at the home and garden show had us excited for the free financing but failed to mention you had to put 40% down with the order to get that. Also, the order was put thru with the wrong color of aluminum to finish the outside of the window (we said black, and they sent white with the installers). This delayed the completion as they had to wait for the measuring person to bring the correct color which also made the installers late to their next install.

Not at all.

I would recommend them to a friend. They worked efficiently and were good at their job.

Absolutely will not recommend.

Installation was a challenge to get it so the windows were properly installed without air leakage around the window.

My project was started on October 31, 2023 and as of May 13, 2024 it is still incomplete. UWD has made as many as 5 trips to my home to attempt completion and each time did not have the correct material or the correct quantity of material.

Two workers got the job done in a day. Nice windows

It took so long to get our windows. It took a year to get our project completed. There were issues from the beginning, like scratched screen doors, windows that were not caulked, windows that would not come out to clean.

Pretty easy to work with, minimal damage to the siding of the house

The windows that universal direct sold me are not energy star. Rated for my region of the country at the point of sale, the salesman said they were energy, rated. Unfortunately, the tag on the sticker on the windoh shows my region that it's not energy star. Rated.

Windows were put in wrong and frost on the inside

Very good and fast installation

UWD is a male-dominate-thinking company. From the day I negotiated a second contract (the first one being in 2014) UWD REFUSED to acknowledge that the MRS. was capable of being able to handle all communications, including but not limited to signing, financing, and scheduling. Using the excuse that, "Our system uses the information from the original (2014) contract is a lazy reason for not being able to create separate accounts/order tickets; even this survey is addressed to "Jim and Katie"...they just can't get it right. While I appreciate the LIFETIME, transferable warranty, it's not enough to raise my overall rating to 2 stars (mostly because of the maddening communications I've had).
This rating has ABSOLUTELY NO REFLECTION on the salesperson, Scott.

they installed a large bay window and after the job was completed, I noticed a crack on the wall above the window and causing a long crack on the ceiling. Now they want me to chase around and try to find a Contractor who could figure out and take care of this issue. Why should I chase around and try to find a Contractor to solve this problem When Universal Windows did this internal crack situation to my house. They installed this Bay Window, they should correct this problem. I paid over $14000 for this new bay windowand I demand satisfaction.

I've had 6 visits after install and still not happy with inner framing and caulke all over and on wood window trim

The salesman was upfront and honest. Gave us an accurate timeframe and made buying the windows simple.

Installed new trim but did not stain or finish. Large gaps in mitre joints. Did not clean up leaving caulk and wood filler on the floors. Sloppy caulking around windows. Screw caps missing. Sliding door hard to operate, installers claimed it was due to newness of the door. Transition to door simply laid on the floor and caulked. Just to name a few….

The process took too long. It has taken almost 10 months to replace 4 windows.

I was charged an extra 750.00 dollars for replacement of framing on my basement windows. The installers never replaced the wood framing. I have asked repeatedly for a refund and still have not received my refund. I am highly disappointed with your company and will probably go elsewhere for window replacement in the future. I love your product but not your support.

We ordered a new front door/storm door and one kitchen window in February of 2023 with an expected installation date in 12-16 weeks. It took 6 months to get our first installation date and the only time we were given updates during that period was when we initiated a call to check for an update on timing of delivery. After multiple scheduled dates for installation we are still waiting for our front door installation to be completed. They have come 3 separate times and have been missing pieces to complete the job each time. The first time they were missing the entire transom piece. Communication has been poor through this whole process and everything is another 6-8 weeks when there is a problem.

From the time we ordered the windows, the turn-around time was within 2 months for installation. The quality of the employees and Antonio were great. The installation was very quick. They were polite, nice, and respectful.