There are several major concerns: The salesman (John) really did a great job presenting your company and the service you provide. However, after signing the contract with John, your company's quality customer service started to decline.

(1) John indicated that current blinds on window would need to be removed before window installation and then reinstalled after new window installation. John indicated that someone would come out and do a final measurement for the new windows. However, neither John nor measurement guy) told us that the current blinds would not fit after new window installation. I feel both should know the product that they are selling customers well enough to look at a window and tell. I (Gloria) specifically asked John during his sales pitch about the blinds. In other words, we have had to incur an additional expense because the blinds will not work with the new windows. Refund the cost of new window shades.

2) In over 30 years, this is first installation service that has left us confused. One piece of paperwork states, "Installer #1: Quality Restorations and Installer #2: Jim Gibbs. The installer on the invoice has Mark Revels' name. On January 5th, two Hispanic men showed up to install windows. The head guy spoke limited English to us but was pleasant and relied on nonverbals for communication. We only heard the second guy speak Spanish. They did not use precautions with our hardwood floors nor did they do a final walk-through at the end of the installation. We were not given a demonstration of how the windows worked. I (Gloria) did ask for them to look at the caulking on each of the windows. The assistant had done a poor job of this and had touch-up his work. At the end installation, the lead guy gave us two papers. One was for final payment and the other was evaluation. My husband was quite considerate on the evaluation. Did not feel comfortable with the installer asking for payment. The company needs a better system for payment.

3) We were told windows would be ready for installation 12-14 weeks after the complete measure. We got a call from Tyrone (Warehouse Manager) telling us windows were in on December 16 and he needed payment (2nd installment). Tyrone wanted to do installation right before Christmas and we couldn't allow this because of holiday guest. Tyrone indicated we would be charged a warehouse fee, if the work wasn't done immediately. Tyrone was very disrespectful during the conversation, even telling me not to get my "blood pressure up". We spoke with a lady (customer service) in regards to our conversation with Tyrone. Tyrone later called an apologized for his rudeness. It appears that your company has significant problems with customers ordering windows and failing to pay. Some of your representatives have the weakest customer service skills when trying reach out for payments.

For the amount I paid to have my windows installed I should not have had any problems the windows downstairs were all not staying up and when I called you all I was told to have them all checked due to if you had to come back out it would be a charge

Don’t think cost justifys performance or value.

Trim and sills were supposed to be taken care of and then it never happened, despite having the conversation at the time of sale. The rude lady on the phone then had the never after the fact that it wasn’t in writing even though it was by her very own admission. Absolutely horrible customer service. I will NEVER do business with Universal Windows again.

I love my windows and door

The windows look wonderful we’re MOSTLY happy with them but communication was the absolute worst and I would not mention this company to others.

The balance is nothing of what my husband and I were quoted. We are paying more money back then we were supposed to. Very disappointed with universal windows.

Sales consultant was wonderful and installation was a breeze.

Terrible install job. Caulk everywhere but where it needs to be. Customer service will not return a phone call or email.

We had no issues at all with our window purchases, or installation of the windows. I would use again if needed.

Professional, courteous and SME. Good job @

Quoted us a price for windows that they eventually could not make. The salesman should have known if they could make those windows or not.

Most definitely!! Really impressed with the work and courtesy shown to and the respect for our home!!

The gentleman knew exactly what the problem was and repaired it quickly and perfectly

Team worked well together but order accuracy was a problem. 3 of our 21 windows were ordered incorrectly, causing delays in completing our project. Also were unaware that replacement windows have an offset from the glass surface to the inside wall shallower than our older windows. This caused issues in re-using our prior blinds, however this issue was satisfactorily resolved.

They respected time on the sales side and didn’t come across like a car salesman. Brian was really respectful easy to work with and informative. In hindsight I would have liked more explanation of the technical aspects of installation including removing art off walls (some stuff initially fell and broke when they started sawing) as well as on the waterproofing/technical aspects.

All has gone well until the final installation. The installers were excellent. However, I have sent several messages that we did not receive the Warranty (including to our Sales Rep, Ryan Parker). He said he would email it to me, but still have not received it. Don’t understand why this is such a big deal.

Mike will take care of you.

Other than the sales representative - all of the contractors were really really good. My negative experience is mostly with Univesal itself, the sales, and the handing off of project from contractor to contractor with no communication.

I wanted/expected all wood to be covered inside and outside with the aluminum cover that is a finished step of their process. It was not done on the inside of the room that the windows were installed in. I asked the three men who did the installation to cover the wood on the inside. They replied NO. I called UWD customers service and told that I had a problem with how the window was installed, the lack of metal that was NOT installed on the inside of the room and that outside metal was installed over screws that hold the top of the door molding. (This could not be covered as a new door was planned.) When I finally talked to the UWD customer service department I was given the run around from one lady to another.

Because of problems getting issue resolved in timely matter, I would be very hesitate to recommend UWD to a friend. I did before I had issues and concerned he will have issues and I am going to look bad, when his issue is not resolved...

I'll likely recommend a friend for windows replacement.

Adding a trip charge is not acceptable when that is not in the contract i signed when i bought my windows.

Used pealoff tape instead of window moldings, then came out with window moldings too narrow to hide the rough sheet rock. Then they called and wanted to charge me $ 240.00 more.

the office is rude I would never recommend them to a friend, the installers were from out of country and spoke little English

I am very happy with my newly installed Universal Windows. The salesman was very informative and prompt to my inquiry. The window installation went smoothly and I could not ask for better windows.

We are very happy with the quality and look of our new windows! Would recommend them to anyone!

Stand by their product.

Everything was good

See below about support

Everyone i talked to was very respectful and helpful and does really great work

They are good to work with and did a great job installing the windows

We love the look of our new windows. And the price was so ressonsble.

Great presentation

On time and fast.I would recommend this company to anyone looking for high quality windows

Great service. Attention to trim details, weather tight installation. Quick install and great clean up and protection.

No pressure! Salesperson appear to be knowledgeable & straight forward ! Did not detect any negative vibes.

I’m really glad I was able be here when my windows were installed. I have several pictures of things I’m not happy about at all. When they took my windows, most of them were okay, but 2 of them I found they did not spray foam in the holes under the window, then it was caulked over. Why buy energy efficient windows if they aren’t going to be installed correctly. I should have just bought cheaper windows and had someone install them that payed attention to detain and done it correctly. It’s like putting a carpet over a hole in the floor, it looks okay but the problem is still there. And on the living room window I’m not happy at all this how they finished it. I have pictures but too much to type out. Just very disappointing that I spent so much and saw what I did.

Price, can find replacement windows for less

EVERYTHING!

Na

Quick and professional

Happy with the final product and your people but your ads are misleading and your sales practices questionable.

Quality product; excellent customer service team and knowledgeable technician! The technician was respectful; he even put on shoe covers which protected our white carpeting!

Pricier than some. Less than others. Well worth the quality and quick work.

Very professional

Sales Knowledge

Sales Knowledge - Very professional!

Important Factors

Important Factors - Quality and timely

Competitors

Competitors - UWD got the business

Please see all of the feedback below.

Sales Knowledge

Sales Knowledge - Brian was wonderful to work with. Our time with Brian and his knowledge played a big role in our decision to move forward.

Still Considering Us

Still Considering Us - We already ordered

Important Factors

Important Factors - Company reputation, quality product, knowledgeable sales person.

Professionalism and attention to detail.

Awful!! Takes forever to get responses. The technician that came out is rude and would not address the problem. I still have signs of a leak where the upper windows were put in. He spoke over me when I tried to explain and turned his back on me. I would never recommend universal based on the follow up customer service I have expereienced.