Great customer service and knowledgable staff.

The sales person was great after that the customer service went downhill. The person who took window measurements did that wrong. The customer service lady on the phone Christian I think was not very nice. Returned phone calls took longer than they should have. I'm not happy overall and I don't think you all care.

Project still not done after2 visits

1. Salesperson ordered service door that opens in wrong direction (they have ordered the correct one, but we need to wait 5 weeks). 2. Grid window was supposed to be street facing but they installed in the backside of the home. They are fixing that too, but big hassle. 3. The installers forgot debris on our lower roof (insulation, nails, other discard). My son in law had to crawl up there and clean it off. 4. Stickers should peel right off. Some did and some didn’t. Spent a good 45 minutes getting the stickers off. 5. It would be good if the installers could clean the windows before they leave. There were fingerprints and general smear marks from installation. I got the inside marks off, but it’s annoying to see marks on the outside of brand new windows. 6. Installers were very friendly and nice, but didn’t speak English well, so at times we had some communication challenges.

There needs to be better communication. We were not called when the installers were late. We found out about it when WE called the office. They gave us a revised ETA and assured us that if there were any other delays that we would be called. They were later than the revised time but there was no call. Finally, they showed up to do the installation. When they were done, they had us sign the papers. We went upstairs and found that a screen was not installed right and when the installer couldn't fix it himself, had to stop one of the others from leaving to help him. When they left, nobody had shown us exactly how the windows worked. We had to figure it out for ourselves

I'm not sure.

Universal forgot to order one of my windows

This was my second time purchasing from Universal Windows.

I wanted the exact same windows that were installed two years ago.

It seems a different window was actually installed as the originals show 8401 on their stickers and the ones just installed list 7400 and have a different external appearance?

Definitely!

The expense is outrageous and I paid for a window that doesn't exactly perform as it's showcased...see item 16.

Whole process.went off as expected.

We loved your communication. As Michael mentioned during his presentation, you pride yourselves on keeping customers informed and doing right by them. And, you really do. Throughout the process, your team was knowledgeable, provided great recommendations, and kept us informed of the project, every step of the way. This was a marvelous experience. 100%

Important Factors

Important Factors - Price and Reputation

Be easier to contact.

I have already recommended Universal Windows Direct to a friend. I was extremely pleased with the process, the installation, and the efficiency of it all.

Very professional and we loved how the windows turned out, they also worked fast at installing with no issues

Process went very smoothly. I highly recommend Universal windows.

Competitors

Competitors - opted for universal over Anderson, feldco & home depot

Additional Comments

Additional Comments - My sales person was very nice, patient and knowledgeable and I had no complaints. She was very professional and gave me a lot of insight on windows in general.

Yes and they won't disappoint.

Areas Of Satisfaction

Areas Of Satisfaction - Having a clean and efficient job in record time. I was very impressed.

Recognized Excellence

Recognized Excellence - Everyone! From the operator to the installation guys. Thank you.

Sales Knowledge

Sales Knowledge - Jesse was knowledgeable and friendly

Price was right. Product was warranted for life. All questions were answered. Installation was on time and correct the first
time. Installers were fast and cleaned up everything. Very happy with their service.

Very good windows better than their competitors.If something breaks, they're there to fix it excellent job

I feel like it has been a terrible experience from the start. After the sales guy left everything went down hill. The measurement guy came out and treated my husband like garbage. Then the city/permit guy came after us saying that we didn't get permits for our windows when we were told you guys were pulling the permits. No updates throughout the process about when the windows were started to be made ect ect. I called and left messages to the customer office line and never received a call back. Luckily the lady who scheduled us for our install was amazing. They came out to install and also no update on time, so my husband sat at home all day when they could have just told us it would have been at the very end of the day. They left the old windows and I had to call for them to be picked up. Also a couple days after my windows were installed I can already see the housing around it and the caulk coming undone. For what I paid for and the hassle from the city I don't think it was worth it.

Lots of options to make sure you get what you want. Everyone was professional and easy to work with. Would recommend.

In and out- and perfect installation

Absolutely not.

They didn't call before arriving like requested and did not take off stickers or clean fingerprints after installation

Additional Comments

Additional Comments - Carlos was very knowledgeable and helped us come to a decision to go with universal windows. He stayed until 11pm at night and never seemed rushed to answer any questions we had

They need help with custoinstamer service

Poor customer service when approached them about an installation problem.

It took two years of multiple rounds of installing, re-ordering, and contacting an apathetic customer service team to finally get our order installed (four doors & two transomes).

the products work great

Because salesperson knowledgeable not pushy

Very easy to work with

I like the product (was a repeat customer) but salespeople were really unnecessarily aggressive, and the number of windows was misquoted. Installation had to be rescheduled because installers didn’t bring all required materials.

The sales rep missed one of my glasses originally and it took 3 months to finally received it after many phones calls and talking to different managers

Our service tech, Michael Brunswick, was fast, efficient, professional, punctual and friendly. He had everything ready and had our issues well handled. Our original installation was done well and the follow up visit was even better. We would recommend this business for anyone getting replacement windows.

My windows are great and the turnaround to make the product was quite

It would be up the person the way the times are now days.

I ordered and paid for double hung windows, Instead of getting the windows that I ordered my order was switched and cheaper slider windows were installed. I was ripped off and no one would try to make it right, I was constantly lied to, hung up on by customer service and totally mislead.

My experience was very professional

Their lack of ownership and disclosure

I didn't feel secure with the pricing. I felt like I was not given the best price from the start. It wasn't until I challenged it that it came down nearly $1700 dollars. I own a company and feel that is dishonest. I don't treat my customers that way and I don't suggest any other business to be like that either. I would recommend but tell the person to really do their homework to get competitive pricing. If I was naive I may of fell for the sales technique.

What I was sold was not great and my project is to be 32k

Looks good so far. Will see during winter

I have yet to receive any paperwork regarding my final invoice, I never received my quote in writing to compare the final prices to, and I was promised guaranteed pricing for 2 years if I decide to purchase other windows in the future. I don't have that in writing either.

Only have windows a few weeks. Let’s see how they hold up in winter.

One of the installers was extremely rude. He arrived with an attitude and bad attitude grew. He told me to remove my vehicle from my driveway several times. While removing the blinds he repeatedly stated this is not my job.

Sales person was polite and knowledgeable and worked with us to find the right window for our spot.