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Reviews Window Installation Universal Windows Direct

Universal Windows Direct Reviews (7)

Initial Business Response / [redacted] (1000, 14, 2015/07/30) */ Many attempts have been made to make good on this complaintMr [redacted] has left out many details and that is very upsetting to usWe take customer service and satisfaction very seriously - anyone can see that Please see the below list of dates and events which are all backed in writingWe have emails, notes, and contracts which all support this timeline and these events 1) We were contracted to install windows on 4/23/by the homeowner 2) The initial service request was received on 7/1/It stated that three (3) windows were leaking during rain storms and whistling due to the wind 3) We responded to the service request promptly and scheduled a service call 4) The service was performed on 7/6/at no charge, and to the homeowner's satisfaction on three (3) windows 5) A second service request was received regarding the same three (3) windows within days of the 7/6/service 6) At this point (after receiving the second service request) we agreed with the customer that we should re-install the three (3) problematic windows at no charge upon installation of the second half of the homeowner's windows we had been contracted to replaceWe also agreed to upgrade the re-installation of the three (3) problematic windows, and installation of the entire second half of their window project to a full-tear out installationThis was suggested by the homeowner and we agreedThere was no added costWe also agreed to discount the second half of the homeowner's window project to attempt to make up for the issues with the three (3) windows 7) After the completing the re-installation of the three (3) problematic windows and the second half of the homeowner's project, the homeowner made final paymentThis was performed on 10/10/ 8) In November we received another service request from the customer regarding the same issues as stated in previous complaintsThere was still leaking during rain storms and whistling due to the wind 9) It was at this point (11/24/2014) that we requested that UWD Cooperate assist us to handle all further service issues with the homeowner 10) On 2/3/we were made aware that UWD Cooperate was attempting to service the homeowner's windows 11) Later that month (February 2015) we were made aware by the window manufacturer [redacted] that the windows that we installed were likely to experience issues (leaks during rain storms and whistling due to the wind) despite proper installationWe were completely unaware that the product experienced these types of issues despite proper installation 12) After learning from numerous [redacted] employees that the windows they supplied were indeed likely to experience leaks during rain storms and whistling due to the wind I went to UWD Cooperate with this informationUWD Cooperate acknowledged that they were aware that this particular window [redacted] Glider window Series 7000) did in fact have problems with leaks during rain storms and whistling due to the wind despite proper installation 13) In March I was made aware by UWD Cooperate that they had been able to secure new windows to be made and installed at no cost for the homeowner (via Polaris Technologies) and that the homeowner was made aware of thisThe homeowner accepted that the windows themselves were the problem and NOT improper installation 14) [redacted] agreed to provide ALL windows new at no charge and to cover the labor cost to install them - not just the problematic three (3) 15) In April UWD Cooperate informed us that [redacted] would no longer be making new windows at no cost or paying for installationThe reason (as stated by UWD Cooperate) was that the homeowner had made contact with [redacted] and told them that we had misrepresented which product was installed and that we knew about the product's problems [redacted] made contact with UWD Cooperate and attempted to release themselves of all liability 16) Later in April we were made aware that UWD Cooperate had been able to secure new windows to be made for the homeowner (via [redacted] but that labor would not be covered [redacted] agreed to provide ALL windows new at no charge- not just the problematic three (3) 17) The week of May 1st, [redacted] shipping manifest showed that the homeowner's new windows would arrive the week of May 11th, 18) We were contacted by the homeowner the week of May 11th to request we deliver their new windows (which we agreed to)The homeowner requested the windows be delivered to their home no later than 5/20/They were made aware that on such short notice we would only be able to get the new windows to the homeowner by the week of May 25th This was not to the homeowner's satisfaction and they contracted a third-party to pick up their windows on 5/21/ 19) On 6/12/we were made aware by UWD Cooperate that the complaint had reverted back to improper installation despite the fact that a defective product was previously accepted by the homeowners to be causing the problemsThe homeowners stated that the original windows were in fact installed incorrectly and that improper installation was causing the leaking during rain storms and whistling due to the wind A) The homeowner has provided pictures to us and UWD Cooperate showing missing insulation, caulk, and flashing B) These pictures are indistinct and show wood (installed by us in October 2014) that is in perfect condition with no signs of water damage C) These pictures actually reinforce our claim (and the admission of both [redacted] and UWD Cooperate) that the windows supplied were in fact defective and the source of the leaking during rain storms and whistling due to the windIf the windows had been leaking for several months the wood would show signs of moisture In summary we've made several attempts (at no charge) to fix these issuesWe feel that the customer needs to contact [redacted] regarding this matter Mr [redacted] received a house full of new, upgraded windows at no costWe will ask here again - Mr***, why would [redacted] take a loss of nearly $4,in material if we were to blame? The answer is simple - they would notThe product has problemsThis is known Mr [redacted] needs to contact [redacted] regarding this matter Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pictures clearly show that the installation work done by Universal was incorrectThe contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly [redacted] agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right If the original product was known to have issues, why would Universal recommend and sell them? Final Business Response / [redacted] (4000, 18, 2015/07/31) */ It is best to address your statement point by point - "The pictures clearly show that the installation work done by Universal was incorrect" The pictures are vague and they show wood installed by us that has no signs of moisture damageWhy? "The contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly" It is doubtful that he was fully informedIt is his word against ours and your pictures showing wood without moisture damageFurthermore in one of your complaints you said there was water inside the window's jambThat indicated a leak from where the sash meets the frameNot installation [redacted] agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right" [redacted] agreed to replace everything for free and cover laborAre you forgetting the call made by your party to [redacted] on the advice of your wife's brother? [redacted] tried to back out their liability once they were given an openingIn addition, and as seen in my summary, we made many attempts to make this right "If the original product was known to have issues, why would Universal recommend and sell them?" Perhaps you missed the part in my summary where I said that we were unaware that the [redacted] window series had issues with high winds and rainWhy would be install a product that we knew had issues? We are a businessWe plan to stay in business Again, you need to contact [redacted] regarding this matter In conclusion you have zero grounds to make the claim that we knowingly installed a product with serious shortcomingsOn the other hand what you do have is us, UWD Cooperate, yourself, and [redacted] employees admitting the product has issuesWhy don't we all work TOGETHER to come to an agreeable solution? We have not sold or installed that window since your issues beganFurthermore we have found similar problems reported by Universal and [redacted] customers across the country who had [redacted] sliding windows installed

Initial Business Response /* (1000, 7, 2015/07/15) */
Contact Name and Title: *** (General Manager)
Contact Phone: XXXXXXXXXX
Contact Email: ***@universalwindowsdirect.com
Our response must start with the fact that Mr*** *** actually did contract us to complete this job on
July 3rd, We are on track to complete the work within 3-weeks
I spoke with *** only a couple days after receiving a message from him asking about his quoteI promptly provided it and after some negotiation he hired us to complete his project
I have spoke with *** many times and we have a good professional relationshipHe has been a pleasure to work with thus far
This complaint was caused by a simple misunderstanding and we hope that we can work with *** to get it removed
Thank you,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Just wanted to thank you for your assistance with my complaint I finally received my deposit on 6/22/ I rushed to
my bank to deposit and so far everything is good.Thank you again!Sincerely,*** ** ***

Initial Business Response /* (1000, 14, 2015/07/30) */
Many attempts have been made to make good on this complaintMr*** has left out many details and that is very upsetting to usWe take customer service and satisfaction very seriously - anyone can see that
Please see the below
list of dates and events which are all backed in writingWe have emails, notes, and contracts which all support this timeline and these events
1) We were contracted to install windows on 4/23/by the homeowner
2) The initial service request was received on 7/1/It stated that three (3) windows were leaking during rain storms and whistling due to the wind
3) We responded to the service request promptly and scheduled a service call
4) The service was performed on 7/6/at no charge, and to the homeowner's satisfaction on three (3) windows
5) A second service request was received regarding the same three (3) windows within days of the 7/6/service
6) At this point (after receiving the second service request) we agreed with the customer that we should re-install the three (3) problematic windows at no charge upon installation of the second half of the homeowner's windows we had been contracted to replaceWe also agreed to upgrade the re-installation of the three (3) problematic windows, and installation of the entire second half of their window project to a full-tear out installationThis was suggested by the homeowner and we agreedThere was no added costWe also agreed to discount the second half of the homeowner's window project to attempt to make up for the issues with the three (3) windows
7) After the completing the re-installation of the three (3) problematic windows and the second half of the homeowner's project, the homeowner made final paymentThis was performed on 10/10/
8) In November we received another service request from the customer regarding the same issues as stated in previous complaintsThere was still leaking during rain storms and whistling due to the wind
9) It was at this point (11/24/2014) that we requested that UWD Cooperate assist us to handle all further service issues with the homeowner
10) On 2/3/we were made aware that UWD Cooperate was attempting to service the homeowner's windows
11) Later that month (February 2015) we were made aware by the window manufacturer *** *** that the windows that we installed were likely to experience issues (leaks during rain storms and whistling due to the wind) despite proper installationWe were completely unaware that the product experienced these types of issues despite proper installation
12) After learning from numerous *** *** employees that the windows they supplied were indeed likely to experience leaks during rain storms and whistling due to the wind I went to UWD Cooperate with this informationUWD Cooperate acknowledged that they were aware that this particular window *** *** *** *** Glider window Series 7000) did in fact have problems with leaks during rain storms and whistling due to the wind despite proper installation
13) In March I was made aware by UWD Cooperate that they had been able to secure new windows to be made and installed at no cost for the homeowner (via Polaris Technologies) and that the homeowner was made aware of thisThe homeowner accepted that the windows themselves were the problem and NOT improper installation
14) *** *** agreed to provide ALL windows new at no charge and to cover the labor cost to install them - not just the problematic three (3)
15) In April UWD Cooperate informed us that *** *** would no longer be making new windows at no cost or paying for installationThe reason (as stated by UWD Cooperate) was that the homeowner had made contact with *** *** and told them that we had misrepresented which product was installed and that we knew about the product's problems*** *** made contact with UWD Cooperate and attempted to release themselves of all liability
16) Later in April we were made aware that UWD Cooperate had been able to secure new windows to be made for the homeowner (via *** *** but that labor would not be covered
*** *** agreed to provide ALL windows new at no charge- not just the problematic three (3)
17) The week of May 1st, *** *** shipping manifest showed that the homeowner's new windows would arrive the week of May 11th,
18) We were contacted by the homeowner the week of May 11th to request we deliver their new windows (which we agreed to)The homeowner requested the windows be delivered to their home no later than 5/20/They were made aware that on such short notice we would only be able to get the new windows to the homeowner by the week of May 25th This was not to the homeowner's satisfaction and they contracted a third-party to pick up their windows on 5/21/
19) On 6/12/we were made aware by UWD Cooperate that the complaint had reverted back to improper installation despite the fact that a defective product was previously accepted by the homeowners to be causing the problemsThe homeowners stated that the original windows were in fact installed incorrectly and that improper installation was causing the leaking during rain storms and whistling due to the wind
A) The homeowner has provided pictures to us and UWD Cooperate showing missing insulation, caulk, and flashing
B) These pictures are indistinct and show wood (installed by us in October 2014) that is in perfect condition with no signs of water damage
C) These pictures actually reinforce our claim (and the admission of both *** *** and UWD Cooperate) that the windows supplied were in fact defective and the source of the leaking during rain storms and whistling due to the windIf the windows had been leaking for several months the wood would show signs of moisture
In summary we've made several attempts (at no charge) to fix these issuesWe feel that the customer needs to contact *** *** regarding this matter
Mr*** received a house full of new, upgraded windows at no costWe will ask here again - Mr***, why would *** *** take a loss of nearly $4,in material if we were to blame? The answer is simple - they would notThe product has problemsThis is known
Mr*** needs to contact *** *** regarding this matter
Initial Consumer Rebuttal /* (3000, 16, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pictures clearly show that the installation work done by Universal was incorrectThe contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly
*** agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right
If the original product was known to have issues, why would Universal recommend and sell them?
Final Business Response /* (4000, 18, 2015/07/31) */
It is best to address your statement point by point -
"The pictures clearly show that the installation work done by Universal was incorrect"
The pictures are vague and they show wood installed by us that has no signs of moisture damageWhy?
"The contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly"
It is doubtful that he was fully informedIt is his word against ours and your pictures showing wood without moisture damageFurthermore in one of your complaints you said there was water inside the window's jambThat indicated a leak from where the sash meets the frameNot installation
*** agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right"
*** agreed to replace everything for free and cover laborAre you forgetting the call made by your party to *** on the advice of your wife's brother? *** tried to back out their liability once they were given an openingIn addition, and as seen in my summary, we made many attempts to make this right
"If the original product was known to have issues, why would Universal recommend and sell them?"
Perhaps you missed the part in my summary where I said that we were unaware that the *** window series had issues with high winds and rainWhy would be install a product that we knew had issues? We are a businessWe plan to stay in business
Again, you need to contact *** regarding this matter
In conclusion you have zero grounds to make the claim that we knowingly installed a product with serious shortcomingsOn the other hand what you do have is us, UWD Cooperate, yourself, and *** employees admitting the product has issuesWhy don't we all work TOGETHER to come to an agreeable solution?
We have not sold or installed that window since your issues beganFurthermore we have found similar problems reported by Universal and *** customers across the country who had *** sliding windows installed

Initial Business Response /* (1000, 7, 2015/07/15) */
Contact Name and Title: *** (General Manager)
Contact Phone: XXXXXXXXXX
Contact Email: ***@universalwindowsdirect.com
Our response must start with the fact that Mr*** *** actually did contract us to complete this job on July
3rd, We are on track to complete the work within 3-weeks
I spoke with *** only a couple days after receiving a message from him asking about his quoteI promptly provided it and after some negotiation he hired us to complete his project
I have spoke with *** many times and we have a good professional relationshipHe has been a pleasure to work with thus far
This complaint was caused by a simple misunderstanding and we hope that we can work with *** to get it removed
Thank you,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Just wanted to thank you for your assistance with my complaint.  I finally received my deposit on 6/22/17.  I rushed to...

my bank to deposit and so far everything is good.Thank you again!Sincerely,[redacted]

Initial Business Response /* (1000, 14, 2015/07/30) */
Many attempts have been made to make good on this complaint. Mr. [redacted] has left out many details and that is very upsetting to us. We take customer service and satisfaction very seriously - anyone can see that.
Please see the below list of...

dates and events which are all backed in writing. We have emails, notes, and contracts which all support this timeline and these events.
1) We were contracted to install windows on 4/23/2014 by the homeowner.

2) The initial service request was received on 7/1/2014. It stated that three (3) windows were leaking during rain storms and whistling due to the wind.

3) We responded to the service request promptly and scheduled a service call.

4) The service was performed on 7/6/2014 at no charge, and to the homeowner's satisfaction on three (3) windows.

5) A second service request was received regarding the same three (3) windows within days of the 7/6/2014 service.

6) At this point (after receiving the second service request) we agreed with the customer that we should re-install the three (3) problematic windows at no charge upon installation of the second half of the homeowner's windows we had been contracted to replace. We also agreed to upgrade the re-installation of the three (3) problematic windows, and installation of the entire second half of their window project to a full-tear out installation. This was suggested by the homeowner and we agreed. There was no added cost. We also agreed to discount the second half of the homeowner's window project to attempt to make up for the issues with the three (3) windows.

7) After the completing the re-installation of the three (3) problematic windows and the second half of the homeowner's project, the homeowner made final payment. This was performed on 10/10/2014.

8) In November 2014 we received another service request from the customer regarding the same issues as stated in previous complaints. There was still leaking during rain storms and whistling due to the wind.
9) It was at this point (11/24/2014) that we requested that UWD Cooperate assist us to handle all further service issues with the homeowner.

10) On 2/3/2015 we were made aware that UWD Cooperate was attempting to service the homeowner's windows.

11) Later that month (February 2015) we were made aware by the window manufacturer [redacted] that the windows that we installed were likely to experience issues (leaks during rain storms and whistling due to the wind) despite proper installation. We were completely unaware that the product experienced these types of issues despite proper installation.

12) After learning from numerous [redacted] employees that the windows they supplied were indeed likely to experience leaks during rain storms and whistling due to the wind I went to UWD Cooperate with this information. UWD Cooperate acknowledged that they were aware that this particular window [redacted] Glider window Series 7000) did in fact have problems with leaks during rain storms and whistling due to the wind despite proper installation.

13) In March 2015 I was made aware by UWD Cooperate that they had been able to secure new windows to be made and installed at no cost for the homeowner (via Polaris Technologies) and that the homeowner was made aware of this. The homeowner accepted that the windows themselves were the problem and NOT improper installation.

14) [redacted] agreed to provide ALL windows new at no charge and to cover the labor cost to install them - not just the problematic three (3).

15) In April 2015 UWD Cooperate informed us that [redacted] would no longer be making new windows at no cost or paying for installation. The reason (as stated by UWD Cooperate) was that the homeowner had made contact with [redacted] and told them that we had misrepresented which product was installed and that we knew about the product's problems. [redacted] made contact with UWD Cooperate and attempted to release themselves of all liability.

16) Later in April 2015 we were made aware that UWD Cooperate had been able to secure new windows to be made for the homeowner (via [redacted] but that labor would not be covered.
[redacted] agreed to provide ALL windows new at no charge- not just the problematic three (3).

17) The week of May 1st, 2015 [redacted] shipping manifest showed that the homeowner's new windows would arrive the week of May 11th, 2015.

18) We were contacted by the homeowner the week of May 11th 2015 to request we deliver their new windows (which we agreed to). The homeowner requested the windows be delivered to their home no later than 5/20/2015. They were made aware that on such short notice we would only be able to get the new windows to the homeowner by the week of May 25th 2015. This was not to the homeowner's satisfaction and they contracted a third-party to pick up their windows on 5/21/2015.

19) On 6/12/2015 we were made aware by UWD Cooperate that the complaint had reverted back to improper installation despite the fact that a defective product was previously accepted by the homeowners to be causing the problems. The homeowners stated that the original windows were in fact installed incorrectly and that improper installation was causing the leaking during rain storms and whistling due to the wind.

A) The homeowner has provided pictures to us and UWD Cooperate showing missing insulation, caulk, and flashing.

B) These pictures are indistinct and show wood (installed by us in October 2014) that is in perfect condition with no signs of water damage.

C) These pictures actually reinforce our claim (and the admission of both [redacted] and UWD Cooperate) that the windows supplied were in fact defective and the source of the leaking during rain storms and whistling due to the wind. If the windows had been leaking for several months the wood would show signs of moisture.

In summary we've made several attempts (at no charge) to fix these issues. We feel that the customer needs to contact [redacted] regarding this matter.
Mr. [redacted] received a house full of new, upgraded windows at no cost. We will ask here again - Mr. [redacted], why would [redacted] take a loss of nearly $4,000 in material if we were to blame? The answer is simple - they would not. The product has problems. This is known.
Mr. [redacted] needs to contact [redacted] regarding this matter.


Initial Consumer Rebuttal /* (3000, 16, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pictures clearly show that the installation work done by Universal was incorrect. The contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly.
[redacted] agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right.
If the original product was known to have issues, why would Universal recommend and sell them?
Final Business Response /* (4000, 18, 2015/07/31) */
It is best to address your statement point by point -
"The pictures clearly show that the installation work done by Universal was incorrect"
The pictures are vague and they show wood installed by us that has no signs of moisture damage. Why?
"The contractor we hired to install the 2nd set of windows even stated that the first set of windows probably would have been fine, had they been installed properly"
It is doubtful that he was fully informed. It is his word against ours and your pictures showing wood without moisture damage. Furthermore in one of your complaints you said there was water inside the window's jamb. That indicated a leak from where the sash meets the frame. Not installation.
[redacted] agreed to provide new windows as a customer satisfaction gesture, unlike Universal who is clearly not interested in making this right"
[redacted] agreed to replace everything for free and cover labor. Are you forgetting the call made by your party to [redacted] on the advice of your wife's brother? [redacted] tried to back out their liability once they were given an opening. In addition, and as seen in my summary, we made many attempts to make this right.
"If the original product was known to have issues, why would Universal recommend and sell them?"
Perhaps you missed the part in my summary where I said that we were unaware that the [redacted] window series had issues with high winds and rain. Why would be install a product that we knew had issues? We are a business. We plan to stay in business.
Again, you need to contact [redacted] regarding this matter.
In conclusion you have zero grounds to make the claim that we knowingly installed a product with serious shortcomings. On the other hand what you do have is us, UWD Cooperate, yourself, and [redacted] employees admitting the product has issues. Why don't we all work TOGETHER to come to an agreeable solution?
We have not sold or installed that window since your issues began. Furthermore we have found similar problems reported by Universal and [redacted] customers across the country who had [redacted] sliding windows installed.

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