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Universal Windows Direct of St. Louis

11993 Borman Dr, Saint Louis, Missouri, United States, 63146-4114

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Reviews Windows, Window Installation, Window and Door Installation, Replacement Windows Universal Windows Direct of St. Louis

Universal Windows Direct of St. Louis Reviews (%countItem)

was very professional and polite and very direct about the windows and products they sell. The company offers a good product for a fair price and was able to work with me on price. Recommend to others.

This company is absolutely the WORST Window Company we have ever dealt with. We set up an appt for someone to come out and give us a quote.
It started with their sales guy, he was VERY incompetent, could NOT speak clearly at all & could not tell us anything about their financing options. On top of this he was VERY pushy! EVEN AFTER WE TOLD THEM NO!
They continued to call myself and my husband multiple times on multiple days! We continued to tell them NO and that we WOULD NOT BE DOING BUSINESS WITH THEM & WOULD NOT recommend them either.
They are HARASSING us with phone calls about "new promotions" and trying to get our business.
TO THE POINT that we have BLOCKED their phone numbers now.

TERRIBLE company & TERRIBLE customer service all around!

Universal Windows Direct of St. Louis Response time Apr 09, 2018

Thank you for bringing this matter to our attention. Initially, our calls to this customer were in response to the customer’s request for a free in-home estimate. However, once this customer asked not to be contacted, the calls should have stopped. The customer has now been placed on our “do not call list”, and should not receive any more calls. We are also reviewing our internal procedures in light of this instance to ensure that such mistakes are not made in the future.

This company is absolutely the WORST Window Company we have ever dealt with. We set up an appt for someone to come out and give us a quote.
It started with their sales guy, he was VERY incompetent, could NOT speak clearly at all & could not tell us anything about their financing options. On top of this he was VERY pushy! EVEN AFTER WE TOLD THEM NO!
They continued to call myself and my husband multiple times on multiple days! We continued to tell them NO and that we WOULD NOT BE DOING BUSINESS WITH THEM & WOULD NOT recommend them either.
They are HARASSING us with phone calls about "new promotions" and trying to get our business.
TO THE POINT that we have BLOCKED their phone numbers now.

TERRIBLE company & TERRIBLE customer service all around!

Universal Windows Direct of St. Louis Response time Apr 06, 2018

Thank you for reaching out ***! We apologize for experience. We have removed you from our system so you will not receive anymore calls. Thank you, UWD Customer Service

We called this company for a window replacement quote. They sent out salse representative ***. She proceeded to give a very lengthy and thorough presentation and quote of the product and service for us.

Our house is being sold so we presented quote to new buyer. The buyer called Universal Window to get more information on the repair. She spoke to ***. *** proceeded to tell the buyer that the quote is not accurate. There is no way they could replace the window for that price. He put the sale of the house in jeopardy and made my husband and I look dishonest.

We are now in a very procarious situation on the house contract. *** was very unprofessional when my Husband, ***, spoke with him. He did not stand behind his salesperson and her product/price. They are sending out representatives that are not educated and not standing behind the promised quote and service. This is a BAIT AND SWITCH!!

*** and this company needs to stand behind their presented price and product.

Universal Windows Direct of St. Louis Response time Mar 06, 2018

We are sorry for the miscommunication with this customer with respect to our initial estimate, but it reflects an honest mistake, not an attempt to deceive. While the product pricing in the initial estimate was accurate, our relatively-inexperienced sales representative inadvertently failed to include in the estimate the cost of certain additional work and materials that would be required to perform the installation at the customer’s house due to certain conditions on site.
Promptly after we discovered this mistake (and prior to any contracts being signed), we explained the error in the estimate to the customer (and their proposed buyer), and provided them with an updated estimate for all work required for the job. Unfortunately, after multiple communication with the customer, the customer elected not to move forward with the project. No contract was ever entered into with this customer.
We have already discussed this matter with the sales representative in question, who is receiving additional training in the hope of avoiding similar mistakes in the future, and we apologize for the confusion.

Customer Response time Mar 07, 2018

Complaint: ***

I am rejecting this response because:they never gave us a new estimate or explanation of the additional cost. We called corporations office and they never called back. They created a serious issue on the sale of our house and not standing behind their trained salesperson.

Sincerely

Universal Windows Direct of St. Louis Response time Mar 07, 2018

Our records indicate that we advised the customer that completing the installation of a particularly large bay window would require replacing/repairing the small roof above the window as well as the bottom of the window opening, which would involve hiring third-party contractors and would likely cost approximately $6,000-$9,000 depending upon options. Again, we apologize to this customer for the misunderstanding with respect to our initial estimate, and we have provided additional training to sales representative in question to ensure that such misunderstandings do not occur in the future.

Terrible experience. Ordered my windows over 4 months ago and this job is still ongoing.

My windows were originally installed in early December by a subcontractor. The installation crew was great. They were the only thing great about the experience. Which is funny considering I was told that Universal Windows doesn't use subcontractors by the salesperson. The sub was set up for failure from the get go. Several of the windows were scratched, scuffed, and damaged coming off the truck. They installed them anyways and promised that Universal Windows would fix the problems. When they left after the second day the punchlist was pretty extensive. There were two sashes that had to be replaced, a window was completely missing so they had to board up a window, several screens were scratched beyond being usable, black scuffs on every window in the house, metal flashing missing, and interior vinyl trim that needed attention.

At this point I was told by the production manager that he would get the damaged window sashes ordered and they would be in within a week. 3 weeks later he calls and says they are in. We schedule an appointment for install that week. When the installer shows up one of the sashes was ordered incorrectly. So I'm told it would take a week. The installed puts the missing window in and cleans the scuffs off of the inside of the windows. I inspect the window that he installed and it is clearly crooked. I throw a bullet level on it and the bubble is outside the line. I mentioned that it needs to be fixed and he said that he would let the production manager know. From here he moves outside to clean up the windows, replace the damaged screens, and install the missing flashing. I left at this point. When I get home the flashing was falling off the newly installed window, flashing missing from the other windows, and not a single window was wiped down. I look at my security camera footage and the guy left 15 minutes after I did. No wonder there was nothing done.

I call the production manager and tell him about the shoddy work at my house. He apologizes and promises to come out within 2 days to inspect the work. No calls for a week. I call and he says he would get to me on the following Saturday. Nothing. I call on Monday. He promises that he will get to me that week. Finally on Saturday night he calls me and asks if he can come by on Sunday. I agree. When he shows up the first thing I ask is "Are my windows in?" He says that they haven't been ordered yet and he needs to measure to make sure that he orders the correct size. He then proceeds to tell me that he will come out and correct all of the issues on Tuesday and bring the other replacement parts once they come in. I hesitantly agree. Come Tuesday, no call no show. Thursday I get a call from a guy in Ohio who says that the production manager was let go due to mismanagement and he is taking over. He says that he will call me Friday and schedule an appointment for the following week. I get a call not that Friday but the following Friday asking if he can stop in that evening. I agree. When he gets to my house he says that he will reinstall the crooked window, check on my replacement sash, finish the exterior metal work, and clean the scuffs off the windows. He mentioned that he would get to me early the following week. Here it is Friday and I still haven't heard from him.

I am now more than 4 months from when I ordered my windows and my project is still not complete. I have no idea when my job will be completed or when my replacement parts will come in. The only thing Universal Windows seems to care about is making false promises, blaming everyone else, and collecting money. This is pathetic treatment of your customers no matter how much money they have paid for services. When all is said and done I still have a damaged sash, missing flashing, scratched up windows, and 3 windows that are noticeably out of level.

Universal Windows Direct of St. Louis Response time Feb 28, 2018

We apologize for the delays and other difficulties that the customer has experienced with this installation. We do our best to ensure that every customer receives high quality products installed by skilled professionals at reasonable prices. And while we are happy to hear that this customer was impressed with our installation crew, we share his frustration with certain mistakes that were apparently made on the job.

Our new production manager is scheduled to meet with the homeowner next Monday to personally oversee correcting all remaining issues, and we are confident that the issues will be resolved to the customer’s full satisfaction in a timely manner. Again, we apologize to the customer for his inconvenience, and we fully intend to correct our mistakes. Customer satisfaction is our number one priority at Universal Windows Direct of St. Louis!

Thank you!

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Address: 11993 Borman Dr, Saint Louis, Missouri, United States, 63146-4114

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