Window Universe

Review: Terrible experience with Window universe... Zero communication between the crew and I, they didn't show up till 10 or after everyday. They put 12 holes in my drywall due to carelessness, when I asked the crew if they were going to fix the drywall the response was "I'm not a drywall guy". they left my windows trashed with caulk and sweat which had to be cleaned afterward. They did not clean up anything inside leaving my house covered in dust, I walked in to check on them on one of the days and they were using my love seat to set their dirty tools on. They left black fingerprints all over my walls. They left caulk all over my roof shingles, They left metal shavings all over my yard. The salesman claimed he "stopped by to clean it up" and claimed he didn't see any, when I got home they were still all over my porch. I had to go to all my neighbors letting them know to keep their children out of my yard due to metal shavings everywhere which was quite embarrassing. I have photos of ALL damage done to my home, I had to completely babysit this crew leaving work everyday to check on them and coming home to find more damage. If I wasn't in restoration and new how things were suppose to be done our house would have been screwed. My outdoor grill and storage box was covered in caulk. I felt as tho the salesman had an attitude during this experience defending his crew which was anything but professional. After all this I was offered a "gift card to the restaurant of my choice" until I starting tell him what I wanted done. I have not heard form him since giving him my bottom line. I am very disappointed in this company and will not be referring them nor consider them for future projects.Desired Settlement: major price adjustment, or no payment at all. this was a ridiculous experience!

Business

Response:

We're meeting with this customer on Sunday and we expect this to be resolved shortly.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: This business has not tried to contact me about meeting on Sunday, I have heard nothing from them.

Regards,

Business

Response:

[redacted]11:37 AM (27 minutes ago)We have since met with this customer and resolved the situation. Everything is handled.

Review: We paid a $3,999 deposit for windows and doors to Windows Universe in June 2014. The contract was adjusted and submitted to their manufacturer on 7/2/14 with a promised 2-week delivery. To date (8/15/14), we have no doors or windows and have constantly been lied to by this company. Windows Universe representatives have consistently blamed these issues on thier suppliers, so we requested they reach out to the suppliers for a discount and pass that savings on to us in compensation for the unacceptable delays. They have not responded or taken any action.

At this point, we would request a full refund of our deposit, but they have strung this out of almost 3 months and that would leave us without the windows and doors we need. As such, we would like them to finish the job and provide a credit/price adjustment for the poor service.

I have detailed our experience with Window’s Universe to date, and have documented e-mails backing up all statements below:

In mid-June (6/16 or 6/17) we, in good faith, paid a deposit of $3999 to Window’s Universe (WU) for a set of products (18 windows from their manufacturer - [redacted]) and services (the ordering, delivery, installation, and haul away related to window installation) that WU was to provide. This order was made based on strong [redacted] reviews and a promised delivery timeline from our sales agent (Ted T[redacted]) of 4-6 weeks (i.e., windows would be installed by end of July at the outside). WU’s own documentation, provided with the contract, guaranteed weekly updates on the status/progress of our order.

When the first week after signing the contract went by and we hadn’t heard from WU, and no one had come out to our home to measure the windows so the actual order could be submitted to the manufacturer, we requested to cancel the order with WU. Our thought process was, if a contractor can’t submit an order on a timely basis, or follow their own communication protocols, it’s a bad sign for what’s to come.

In response to that request, the WU general manger Jason V[redacted] reached out to us. Mr. V[redacted] ensured us that their manufacturer was the best around, made promises to expedite our order (see e-mail chain below with statements that products should be delivered in 2-weeks), and ensured us that WU would do everything possible to make sure we would be satisfied with our experience. Based on these promises and the expedited (2-week) commitment for delivery, we actually increased our order (added 3 doors) with WU and moved forward (per Mr. V[redacted], all orders submitted on 7/2/14) .

Following the updated order placement, our service experience from WU did not improve at all and we again did not hear from anyone at WU for approximately 2 weeks. After 3 or 4 unanswered follow up e-mails, we finally learned (on July 16th – the day our “expedited” order was supposed to be delivered for installation) that our windows hadn’t even been started due to “engineering issues”, which were apparently not identified or communicated to WU until we followed up with WU, and various other issues at the manufacturer (busy summer, the factory supposedly switched to a new window line, etc.).

This rang hollow to us, as in the processes of getting us not to cancel our order with WU Mr. V[redacted] made numerous promises that their manufacture was better than all competitors, had been in business for 100 year, and would really impress us.

Another week later (07/22 - +1 Week from promised delivery), we were told by Mr. V[redacted] it would be “a couple more weeks” until our windows were ready. After another series of follow ups, trying to understand the reasons for these continued delays, Mr. V[redacted] informed us that both the windows and doors were finally in process, with windows taking 10-14 days and doors potentially longer (this factory also apparently had switched to a new manufacturing line and was also having delays).

As this point, we were very frustrated by the whole processes and felt that we had been misled at every step - from inaccurate promises at the initial sales process (i.e., SDLs could be added to our selected window for a fee, in reality another more expensive model of window was required) to the completely false guarantee of 2-week expedited delivery. However, WU had our $4K and the windows and doors were now supposedly in process, so we were trapped and could do nothing but wait the 10-14 days.

At this point, we finally started receiving the weekly updates promised when we entered into a contract with WU in June. 3 updates later, on 8/8, were informed by Julio Santos that our doors were in (+3 weeks from promised delivery) and our windows would be in the next week (+4 weeks). However, on 8/12 (17 days after the last 10-14 day commitment for delivery) Mr. Santos communicated that the windows were again delayed and would not be delivered until the last week of August (+6 weeks from the expedited promised delivery) and would not be installed until September 2014 (9 weeks after the order was supposedly placed).

As of 8/14/14, Window’s Universe has taken no action to compensate us for the constant inaccuracies in their sales process or the inability of their manufacturer to actually manufacture windows on a timely basis. We paid $4K to this company over 8 weeks ago and they have failed to deliver a single window or door. Status updates have been sparse and inaccurate, and promised delivery timelines that are never met. This transaction has been consistently poor for us once Window’s Universe cashed our deposit, and has degenerated into an seemingly unending nightmare.Desired Settlement: We would like them to finish the job, apologize for the poor service, and provide a pricing adjustment (either from Windows Universe or their suppliers) to compensate us to the terrible/unacceptable service.

Business

Response:

We received a response from the company stating that the issue is resolved and that they contacted you the consumer and provided the remedy that was sought.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]I am rejecting this response because: While new Windows and Doors have been installed at our home, we are not satisfied with the end product (Front door and Front windows are not what we expected) and we have not resolved the bill with Windows Universe. Please see below for further information:

Current Status: The back windows (11) and door (1) are fine, they what we expected and ordered. The Front door is not what we expected. It was supposed to have a large window divided in 6 panels – very common in our neighborhood, however the door we received has a small window and is in 3 panels. Additionally, the Front (5) windows are different than expected. We were told they would be the same style as the back windows, but with SDLs on the outside (vinyl windows that should look more like wood). Instead, they are a different window all together (evident from the different locks) and the SDLs do not have the internal grids as we asked about/expected. Finally, the (2) basement windows at the front of the house were not as expected. We were told we could lose about 1 inch of viewing space (due to additional vinyl needed /replacement window). Instead we ended up with a very minimal viewing space (i.e. glass) left over and mostly vinyl.

We discussed all of this with the WU General Manager on 10/3, and he said he would come back to us with options to resolve this on 10/6 (i.e., a discount credit or replacement product). On 10/6, we asked him about the options he was supposed to pull together and we never heard back.

We are currently in discussion with one of the owners of the WU, however we have had to start from scratch with him, and at this time he has not offered options to resolve the issue.Regards,[redacted]

Business

Response:

From: Jason V[redacted] <JV[redacted]>Date: Tue, Dec 30, 2014 at 1:42 PMSubject: FW: Revdex.com - Written Response OVERDUE [redacted]Please Respond, so I know you received ths, thanks[redacted]To: [redacted]@myRevdex.com.orgCc: Jason V[redacted] <JV[redacted]>, Dan S[redacted] <[redacted]>, Bianca M[redacted] <[redacted]>