I liked the entire experience

Because I signed up a contract and you found something wrong. You called me on wrong phone number and finally a got an email telling me if I didn't signed up the contract before a specific date I was going to be charged with a 15% of the contract. The wrong came from your vendor not from me. I felt threatened by that email. Also the terms of loan were different ( it was supposed to be 3 years with not interest and not monthly payments). Later I got a letter from GreenSky telling me that I was 2 months late with the payment. I called you to try to fix this issue and nobody called me back.

No, would likely not recommend or referred to friends or families since windows was not installed properly. windows was installed in February of 2025 and on windy day, I can feel the draft through the windows. Insulation plastic was put on the windows and I can see the inflated the plastic like a balloon. I reported and send picture to Universal Windows Direct of Baltimore over 2 or 3 weeks ago and no answer or reply.

There was a slight problem with my new slider but Universal was great taking care of the problem.

Did not repair the damages nor would pay for them in full the entire amount!! I would have still have to come out of pocket for their error and damages!

Everything was wonderful

They installed windows with a much larger depth than my current windows. Which made my windows uneven, blinds no longer fit. They broke my window sill. I’m still waiting for them to replace it. They are demanding the balance of 750.00 before they replace my window sill. I informed them that the job is not complete since they cracked my window sill. I paid close to $2000.00 already and when they replaced my window sill back to the way it was before they came to install, what was supposed to be custom windows I’ll pay them the balance.
The windows also had a 3” gap at the top and they used weather strips to fill it in, but yet it’s supposed be custom. It took 4 months for them to come out and install the so called custom windows. Run while you have the chance.

During the sales process selected a door presented by the sales person that had blinds in the glass. Once we committed the paperwork noted clear glass. I would have selected a different door or a different kind of glass if the issue was made clear.

I would highly recommend

Salesperson Professionalism

Salesperson Professionalism - Josh was a great salesman

Office Staff Responsiveness

Office Staff Responsiveness - The office staff was great.

Problem Resolution

Problem Resolution - Yes they addressed any problems I had

Installation Crew

Installation Crew - The installation crew was organized and professional

incomplete window install issues still not taking care of after almost 1 year later. Installed windows crooked. Left holes in fames that needed to be plugged. Ordered 12 windows ,only 11 show up on install day. They ordered 1 window but came in hinged wrong. Told them to pit it in anyway.

Schedulers’ Level of Accommodation

Schedulers’ Level of Accommodation - No problem with scheduling

Important Factors

Important Factors - To relationship between customer and salesman to understand what you are selling and he provided that in spades!!

Additional Comments

Additional Comments - Just that it was wonderful and I am grateful meeting up with him

Sales Knowledge

Sales Knowledge - Nate I found to be so truthful! A trait that can be trusted!

Took two months to finalize a contract, incorrect measurements and inaccurate count of window units. When the windows were delivered, the technician noticed the trim that came with the windows was incorrect. Took another 3 months to finish the job. As the homeowner, I had to take the blinds and curtains down twice.

Important Factors

Important Factors - Return customer. Was pleased with the front windows and returned to have back windows replaced.

Highly recommend

Absolutely, I love my windows and customer service is very responsive!!!

Access & Quality Support

Access & Quality Support - Any questions or issues I’ve had Customer service has handled every instance politely, respectfully and quickly.

Ease of Issue Resolution

Ease of Issue Resolution - Very easy

Service Technician’s Performance

Service Technician’s Performance - The service technician is so kind and helpful. He is also very knowledgeable.

Overall Experience

Overall Experience - I’m so happy to say that I would recommend this window company to all of my friends and family!

From sales. Measuring and installing the windows professional. Excellent customer service to efficient installing. Cleaned up. No mess left behind.

The window quality is good. If you are in a hurry to get this done, you have the wrong company. I signed the contract in November and didn't get the windows installed until April, even though I was told it would be January at the latest.

Pricier than expected but woodwork used was prime. Looks great. Guys did an exceptional job on install. You do get what you pay for.

The customer service has a lot to be desired. There are long wait times when you don't hear from anyone and you don't know what the status of your order is.

I am so extremely pleased with the quality of the workmanship and product. As I move along and replace other windows etc, I will definitely use you again!

Additional Comments

Additional Comments - My installer, Oscar, was wonderful. I could not believe he was able to do this entire job alone! He was amazing! He does outstanding work and it looks wonderful.

Never finished installing my windows, but have been paid in full!

Very much please installation went smooth couldn't be happier

I most definitely would recommend.

Didn't send entire order. Slow to get missing item. Gave impression company was not concerned about it

Additional Comments

Additional Comments - I am totally and completely satisfied with my windows, the workmen and their professionalism. What I need now, it NOT to receive any more surveys!

Their installers and managers were great, but the sales team lied to us on terms of the contract and overpromised. After the sales pitch I felt like we overpaid for our windows and was left feeling uncomfortable. We complained to the main office and were told that the sales team would give us a call to resolve the issue which they never did.

Timeliness

Timeliness - Everything came in on the timeline laid out in the contract. No complaints.

Communication

Communication - The installer(s) were great and professional!

I will complete this feed back when ´Universal Windows Direct of Baltimore ´ replaces our kitchen /dining room window as agreed in our loan and contrat. My husband & I are disappointed.
Yalemzewd Asheber
8 London Br Ct
Silver Spring, MD 20906

Very hard workers, pleasant and professional

Timeliness

Timeliness - Completed all of my windows in one day

Cleanliness

Cleanliness - Cleaned up behind themselves and took all of their debris

Expectations were not properly managed. The time it took to install was entirely too long. They demanded a payment without providing a receipt.

Window installation started in November still isn’t complete as of today

Great

I was forced to pay in full because I had to finance. It took THREE MONTHS for anyone to come to even measure my TWO windows I was replacing--and I was the one who reached out to ask why no one had called me to measure. I was forced to start making payments on my loan before anything had even started. I am sure that if I was not forced to pay in full, I would not have had to wait for so long. The measure was cancelled/rescheduled once and then they TRIED to cancel my install but I flipped out so they did not cancel. (I had to take a full day off work for this.)

I am glad that I picked Universal Windows Direct to install my new windows. The windows on my house probably were the original windows so I'm am very pleased and thankful that I was finally able to get most of the windows replaced.

I would warn any one I recommend, to make sure they understand that the project takes longer than the sales representative states and permits are required and to specify the number of workers needed to complete the job in a timely fashion . Eliminating return trips and rushed jobs .

8 windows done in 6 hours roughly, professional, installation was excellent, communication, and clean up

Windows are good quality, but there were a lot of scheduling delays.

Worst experience with a company. Contracted in March 22, job finally finished Jan 23. Windows installed improperly, leaked to the point of flooding one room. Windows installed in wrong order so that they could not finish the job and had to re-order. Poor caulking, foam insulation not done so windows were drafty. One window had the wrong number of grids, had to be re-ordered, window came in and now one half was the wrong size. Had to re-order that one sash. Before the job was completed to my satisfaction they started demanding payment in full or they would put a lien against my home and void my warranty. Demands were every four hours by phone and text. Tried to explain the job was not completed, but they insisted the rest was warranty work. Communication with company was terrible. Promises made to call back and no calls came. They marked my job as completed in July 22. I would not recommend this company to even give an estimate. I have had new windows installed in other homes and this was unbelievable.

The installers were incredible.

One window wrong size and window 2600. Have not gotten back to me about this. Two windows not caulked on inside

NO COMMUNICATION FROM THE COMPANY AND THEY STILL HAVENT SENT SOMEONE TO FINISH MY PROJECT BUT IM STILL BEING CHARGED FOR THE LOAN. TRIED TO CONTACT THEM SEVERAL TIMES WITH NO ANSWER FROM ANYONE.

I like the quality of the product but some communication and scheduling issues affect my overall recommendation.

I would likely recommend this company; but they need to be more personable when it comes to the client !Let people know if they're running late, if they're not coming, what's going on with the windows ...these are things people need to know! Other than that I'm really satisfied with the windows and the workers that finally made it to my house to install them!

Not all windows were delivered. And no call back on when we can expect them