Since founding Universal Windows Direct over 18 years ago, we have always strived to provide the best possible home improvement experience to our customers. In response to the current situation with the Coronavirus, we wanted to let you know about the steps that we are taking as a company to help limit the spread of the virus, and to protect you, our UWD team members, and our community.
We are closely monitoring the latest protocols and suggestions from the Centers for Disease Control (CDC), the World Health Organization (WHO), our local health department, and others. Based upon these recommendations, we have implemented the following procedures throughout the company:
1. We have advised all UWD employees to stay home if they are sick, and to follow proper respiratory etiquette and hand hygiene at all times.
2. All sales presentation materials and installation tools and equipment must be thoroughly cleaned with Clorox wipes or equivalent disinfectant prior to any home visits.
3. In addition, we have asked all UWD employees whether they have travelled out of the country to any of the affected areas, or had contact with anyone who tested positive for the virus, and if they have, to report it to us immediately.
4. As of now, we have confirmed that no UWD employees have been in close contact with anyone that may have been exposed to the Coronavirus or COVID-19.
Similarly, we are asking that our customers provide us with necessary information to protect our employees and the community at-large. Therefore, we are requesting that if you or anyone that you have had close contact with has been out of the country and may have been exposed to the virus, please contact us immediately. Based upon this information, we need to make an informed decision in order to protect other UWD customers, our employees, and their families. We appreciate your cooperation with this request.
This is an evolving situation, but we remain committed to providing you with the best home improvement experience possible. As additional information becomes available, we will update these procedures as necessary to protect the safety of our customers, our team members, and our community. On behalf of the UWD team, thank you for your business and your understanding.
William Barr, Co-Founder and Co-Owner and Michael Strmac, Co-Founder and Co-Owner
we paid so much for these windows, and have emailed our salesman regarding a future concern regarding the flashing around the windows and still haven't heard from him.
It’s been 6 months since I purchased my windows. The job is still not complete. I’ve Had to reach out close to 2 dozen times in order to get order status, updates and try and figure out what is going on with my order, as it’s still not done. Your customer service is terrible and the disregard for compensation or refund due to the complete lack of competence is appalling.
They were timely and answered all my questions. I would have never believed they could have install 15 windows and a front door in 8hrs.
Additional Comments - At first we were leery of window companies. Plenty of scammers out there. BUT..Universal Windows are fantastic! For the first time in 4 years living here, I slept quietly due to the design of the windows, offering insulated quiet.I know our bills for electric will be reduced.
Additional Comments - I cannot say enough about the installers, Greg and Scott. They were professional, neat and cleaned up their mess. The windows are fabulous.
Very easy to work with and communicates the progress of the project. Very satisfied.
Absolutely the WORST customer service!
I will definitely recommend this company to my friends and families.
We love our windows so far.
Additional Comments - IT WAS GREAT!!!!!!!! THANK YOU
The sales rep Eric Stilley was either deceptive or not very knowledgeable about your product. His big selling deal was the 34% savings on our power bill when we installed the windows and front door. If we did not save 34% in our first year the company would reimburse us with a check for the difference. Then according to another rep that only applies if you replace all doors and windows.
Installers Professionalism - The installation crew were awesome. Completed the job in one day and made sure we were satisfied with their work. Very happy with them.
Additional Comments - We have used UWD for our previous window installation project and we will use them again for future home improvement projects. Their staff from start to finish is professional, courteous and provides full service at the price they quote. There are no surprises and we are always kept informed throughout the process of the status of our project. There is no reason to look elsewhere for reasonably priced products or expert installation. We are fully satisfied with our purchases from UWD.
My overall experience with your company was outstanding.. the salesman.. Cory was professional and courteous.. very well versed on the products you offer.. Dave Jr. and his team of installers were just amazing.. courteous.. friendly and their work was impeccable.. I can’t express how happy I am with my beautiful new windows.. high quality and simply gorgeous.. I would buy again and would highly recommend your company to anyone.. still amazed at the crew who installed them.. I couldn’t be happier with the entire experience with your company.. my windows were completed ahead of schedule and I’m in awe of the installation crew..If I need future work.. I will definitely call your company.. I thank you all!!!
Installers Professionalism - Best crew I have ever had so work on my home
Overall Installation Experience - I was surprised at how fast and efficient this team worked together.. their work was exceptional and I had 10 windows installed but they completed the job much faster than I expected.. I would most definitely recommend this group of guys for installation anytime.. and I am completely satisfied and love my new windows.. just amazed
I was not shown how to open the windows for cleaning purposes
Additional Comments - Installation went smoothly. As expected When expected.
It took 5 months from signing of contract to installation. I expected completion sooner.
not sure about installation because the installers did not come at appointed time. I had a time slot on my install day between 12 and 2. I was home by 11:30 am and waited...and waited. No call, no show. At 2:05, I called the office and spoke with representative. She then connected me to dispatch supervisor. I was told that the installers had showed up at my home at approxiamately 10:15. They rang the doorbell. They attempted to call me. They sat in front of the house for about 20 minutes. They left. Well, the dispatcher told me that the installers had finished a previous job earlier and decided to come to my house. I was not available at that time as I had deliberately made my appointment between the hours of 12 and 2.
The windows are of good quality, we just had some issues in the install process.
We are satisfied with our 2 experiences with Universal Windows. We would recommend them to anyone looking for new windows.
See previous post.
Installers were very nice!
Fast, professional, gorgeous product.
Additional Comments - Best customer service experience and professionalism. Very thorough and explaining the product options and process. We love our new windows!
I cannot recommend anyone do business with this company. After the initial pushy sales tactics, "misunderstandings", and complete inability to change anything regarding the order, I was already very upset but still looking forward to my new windows and doors. Then the install began - it was supposed to be a 2-day install. The workers showed up not wearing masks, and acted rather aggrieved that I insisted on them wearing masks inside my house. They had to go back to their truck to retrieve masks. I'll also note that the initial salesman that visited also had to be asked to wear a mask, but at least he had one on his person and was prepared to wear one. Next, one worker made a "joke" about my dance pole while *touching it* - which is worse in pandemic times as that's another surface I had to sanitize after they left. I was told by their salesman that their workers go to "courtesy classes" and know how to behave around people. This guy obviously needs to go through the coursework again. The final straw was when they terrorized my cat. I had put the cat in a back bedroom, asked the workers in the morning to let me know before they started work on those windows so I could move him first, and even put a note on the windows so anyone working outside was reminded to notify me before working there. They didn't and the noise had my cat hiding under the bed and difficult to retrieve and move to a better location. Day Two of the project and everything went fairly smooth... until it started to rain and they had to stop work for the day. Which is fine, I understand that. However, they left empty soda cans, cigarette cartons, cups and general trash all over the property and also left all the materials, saw horses, and trailer blocking half my driveway. They won't be back for two days! They should have cleaned up better before they left. Day Three : No work was done. It was a very windy day and blew the trash into my neighbor's yard, so I had to go clean it up, since the contractors didn't clean up before they left. Day Four : The workers got most of the work done, and asked me to sign the job completion form so they could get paid for the job faster even though they weren't entirely done yet. Day Seven: The workers finally came back and finished the project. I'm furious. My windows and doors look great, but at what cost? This company is INSANELY expensive to begin with and I expected much better service.
Installers Professionalism - They amazed me with there courteous, well organized, cleanliness, professional and friendly installation. They washed the new windows, did not leave anything to be cleaned up in the house or outside. They should receive a bonus for outstanding work and friendliness. The team leader Gary has a great crew.
Overall Installation Experience - Excellent crew
Universal Windows and the installers are GREAT! Very happy thus far with these windows. Look great! Installed well. Oh, and I enjoyed the salesman too. The best and most informed salesperson I've ever dealt with.
Quality Of Workmanship - Great job! Went above and beyond to get the work done right.
GuildQuality partners with it's member companies to survey their customers and collect detailed feedback on their behalf. By administrating surveys as an unbiased third party we ensure that customers have the oppurtunity to express their true feelings about a project and that members get the most accurate and detailed feedback possible.
When a survey contains the "Review" question, that customer's answer will show up on the member's profile page as a public review. Members have the option to turn off reviews but cannot hide individual reviews. It's all or nothing. This means that any reviews you see on a GuildQuality profile page are real comments left by the customer and verified by GuildQuality.
Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of Universal Windows Direct of Charlotte as part of our survey process. The bar graph and percentage next to the question stand for the percentage of respondents that were "Satisfied" about that particular question.
A customer is considered satisfied about about a question if they answered with 4 or more stars out of 5. For example if the "Communication" question is at 95% satisfaction that means that 95% of survey respondents answered that question with 4 or more stars out of 5 possible stars.More about surveys