As retired customer service rep for 15+ years; I am aware what it takes. I was WOWed by installers and sales rep who talked with us re these windows. A bit of confusion on setting the dates for installed, but we were able to get this job together .Great windows, looks like there is noglass there. Install was very FAST and clean. Both men were super nice and knew their jobs.
I can fill the page with great things. Most important is the home we have is warmer, quieter and I love it so much. Looks great outside and feels perfect inside. I will recommend Universal to our friends. Truly can't give anything bad. Thanks is a sincere compliment to a company who seems to CARE. ===========

Installers Professionalism

Installers Professionalism - The installers were top notch. Friendly, hard working, and respectable. Best workers ever!!!!!!!!!!

Quality Of Workmanship

Quality Of Workmanship - The workmanship was the best I have ever seen.

Clean

Clean - They cleaned and picked up every area in my house where the installers worked.

From beginning to end the entire process was smooth and easy. Communication and follow ups was awesome!

lots of trouble the 1st time I used them. Customer service was good at helping resolve issue. Price was high. issues fixed and w more windows installed a month ago. So have not had time to evaluate the new ones. Took a few months to fix issue. Due to custom built windows. That's why 3 star. 1st time was ehh. 2nd much better. But need time to see how they do.

The process was great and they keep us updated along the way.

We had the whole house redone in a year and it is a little costly but not in the long run when I’m looking at my bills!

Quality of window is good. Install was not great

At first it was wonderful...all but one window went in seamlessly. But the last window was built wrong the first time. We have now waited 12 weeks for the last window and we are still waiting. Oh and we were told it would only take 5 weeks to build.

Waiting to resolve my issue. But from what I replaced I would probably give all stars.

will be able to complete survey when they finish the job

So far the windows are not performing as expected. I was very specific that I wanted triple pane windows but my salesperson insisted that I go with the double pane. My primary concern was heat gain on the western side of my house which brought me here. The demonstration is a scheme. Sure heat won't penetrate after 30 seconds, but it sure does after hours of afternoon sun. I feel the salesperson didn't listen to my concerns and sold whatever he made the most money off of that week.

Best installers ever

We have been waiting since July of 2023 for our newly installed door to be fixed. it appears to be fixed, but time will tell.

Installers were on time, courteous and cleaned up area of installation

Dealing with customer service was not good. Demand last payment before windows was done.

High pressure to sign up at estimate.

From start to finish, the process and results were above expectations!

Excellent job quality looks very good

They put the windows in but the exterior door they brought was the wrong size. They say they reordered it and put a rush on it but we still don’t have our new door installed so the job in unfinished

Exceptional turnaround time, great workmanship and very punctual I will definitely recommend them to family and friends and quality of product is great…

Most of the process was great but the two windows in my master had to be modified for the windows to fit.

Did a good job on explaining construction of windows and process.was timely on measuring and build of windows. Did great on scheduling install as I had to reschedule due to conflict on my part. On day of install installers were prompt to show up ,did really good at getting windows in and sealed up.Had problem with one window that was sized incorrectly and got it reordered.The only real problem is that I wished they would have done a little better at cleaning up afterwards , I have been picking up screws , little pieces of trim and some insulation from the old windows. See

While the windows are good quality, we had issues with scheduling not communicating with us. Basically they were a no show for the first day of installation. When I called to ask where they were, they claimed it was because the install would only take 1 day. The install ending up taking 2 days, and will also take another day because they ordered one of the windows in the wrong size. So now we have to wait another 4-6 weeks for that window to be made and for our installation to be complete.

The installers also used wood on the inside of the window frames that have have sharp edges and not at all sanded. The color also doesn’t match any of the trim. When I shell out as much money as I did for this project, I have high expectations. They didn’t even meet my low expectations.

All the things that were broken or damaged during install I'm on my own to fix. They sent someone out to verify all the damage I claimed and then pretty much offered me 10 dollars for hundreds of dollars worth of damage. I wish I had picked a different company for sure!

Because one window was mis-measured, the front of my house looks bad and doesn't speak well for your company. Having to wait another 8-10 weeks is very frustrating!

Customer service lacking after the sale.

None of the windows I ordered fit. Then UWD used a 3rd party to install the windows. The did not have anyway to show who they were, then the only replaced the actual window not the wood frame around the windows. Then not to mention as he was trying to install the window in my bedroom he had to rig the window to hold the screws which wouldn’t fit no matter what he did. He finally finds a place that will hold the nails and uses this foam insulation to fill in spots that the unfit window was flush with the wall. That’s not even the half. This is just from the inside of the house. This isn’t the outside in which none of the windows is actually flush, it’s filled with so much foam that it’s already peeling away from the actual window & siding. Not to mention it was a BOGO but still ended up paying damn near $5,000+ for 4 windows!!! On top of all of that I never got the full installation because of how horribly the set he put in the bedroom he had to take the others windows back to the warehouse & I’ve yet to hear back from anyone from the company.. Sad I spent that much money & still don’t have my windows!! & the two he installed I might as well done myself!!! Just wow!!! 🤯🤬

Great experience

They left screws and broken glass all over the place and killed one of my rosebushes

The entire experience was a pleasure. My sales rep, Brandon, was very knowledgeable and thorough. The total cost was extremely fair compared to other quotes I had reviewed. My windows were made to order and once they were completed (~6 weeks), I was promptly notified to setup the install, which I was able to have done a couple of days later. The install only took about 4 hours and my installers were very professional.

Customer service SUCKS

GREAT LOOKING WNDOWS AND DOORS

1. 3 of the 14 windows were incorrectly measured so we had to wait another 8 weeks for them to be remade
2. Initial installers damaged casings on 5 of our windows
3. Second group of installers damaged woodwork and put a hole in the drywall of our stairwell
4. Several issues with second install on flashing on outside of half-round windows
Management has been slow to respond but did send crew back to address some of the issues. Still waiting to hear what they intend to do for the casings

I had a horrible experience with getting my windows measured and installed. They had no problem accepting my full payment.

Getting anyone to answer the phone after the deal was signed was like pulling teeth. I would have to call like 25 times to get an answer from someone which is extremely unnerving after signing and paying for a $10,000+ deal.

I hesitated at first. Always chose the local guy to do a more personal job. But met with the salesman, who was very good at his job to spark an interest in me. I spoke with several people after to seal the deal. I'm really glad i did. Absolutely top notch. price was fair, with a lifetime warranty on windows that look great and are solid. Great organization. You'll be glad you chose them.

Highly recommend

I feel this company is not about doing a good job. They’re just about the money part of it. Every concern that I have had has been brushed off manager, which said he would get back with me did not window said they would be rushed. They were not, and I’m still waiting for a job to be completed eight weeks after it started, this is for one window that they miss measured

The windows were a good price and our sales rep was great but office and work crew communication was HORRIBLE. I had two offices scheduling from Columbus and Louisville for different dates and times. I answered the same questions over and over again because no one took notes or communicated with each other. I was stood up twice and cancelled on once. People were still calling to schedule a sales rep appointment when I’d already had one. The office blamed the sales rep who said it was the office’s fault. The guy who measured my windows said my order didn’t match his notes and my price should be different. The crew worker said the supervisor tried to call me, he didn’t. Then the warehouse guy said my windows were lost.The techs who barely spoke English said they would call the service department because our windows wouldn’t stay open. We never received a follow up call and our new windows were leaking air so we had to call and request a repair man before we were finally done.

From first meeting the Sales Rep (Mr. Aaron Fisk) all the way through the Installation completion (Orlando and his crew), this process has been efficient, professional, and we are extremely satisfied with the complete process. Your Customer Service personnel have answered every question I've had and I've tried to to pester them very much but I am highly curious by nature. So far everything has been performed way above my expectations and even though time will be the true test, so far the new windows have exceeded our expectations. It has made the house much quieter and provided a more "cozy" feeling. I would Highly Recommend the Universal Windows Direct product and especially would recommend UWD of Northern Kentucky!

One of my windows was measured incorrectly. Needs to be reordered.

One of the windows came in damaged called the day of install in February about getting it fix have not heard anything since that day and cant get them to answer the phone to find out any information

Starting with the guy that measured the first time measurement was screwed up. It was remeasured, waited another 12 weeks, all on our money. Guys showed up to install were great but still had 1 bad window. Not their problem. Then 3-4 weeks later, the guy that screwed up measurements 1st time came to repair which he did again. we cleaned up plastic that went everywhere after he left. And You want me to change my opinion of your company and recommend Universal Windows????

I understand that there are some supply chain issues, but to have a 6 month delay without any communication, is unacceptable. Also, the door was received with minor damage and scratches, as well as sloppy caulking work.

Second product purchased and very satisfied with the quality of a custom entry door and windows made in the USA. Amazing and Quality customer service from start to finish.

The overall process start to finish was wonderful! They kept me informed every step of the way. The wait time was more than acceptable! Quick and easy process!

From Sales to Installation, everything was great!

There aren't enough bits and bytes to describe the horrific experience we had with Universal Windows Direct of Northwest KY

You are not customer oriented. You are only concerned about the bottom line. You have your money but the installation issues have not been resolved.

The only problem I have is scratches on some screen frames