Still waiting for repair service to my quartz countertop since a tool was dropped on it over 7 weeks ago! We received the incorrect trim twice and before it got in we had two heavy rain storms and snow which created a water spot on our living room ceiling. It was repaired . Still waiting to hear what the manufacturer id number is so I can put on the 2025 required IRS form to get the energy credit.

.....Lower prices

Easy process all the way through

When I was pricing windows, universal windows fit my budget best. Since I've used the lifetime warranty, I can confirm they will fix the issue, however, they've begun charging for the initial service visit, which wasn't part of my initial contract.

It was also near impossible to get a hold of a person who wasn't associated with the sales portion of the company. I had to repeatedly leave a message and wait for a call back which hopefully came at a convenient time.

All that said, I've had my windows for 8 years and this is the first time I've had to use the warranty, and the issue is fixed with no money paid for parts and labor.

Installation was sloppy and required multiple follow on visits for correction.

Problems with installation that have not been resolved

Waited 2-3 weeks for new replacement window to be delivered. Date came, no window, a few days later I had to call UWD to ask about window. Learned window did not arrive and required reorder. Had to wait 3 more weeks for window to be delivered and then scheduled for replacement. Would have waited longer if I did not call to follow up. No I’m sorry, recognizing impact on us. During or since then.

See the following comments regarding thermal aspects of my home. I've already re-insulated, so I thought new windows/doors would have helped.

They were real accurate they were speedy and reasonable price

I am pleased with the windows aesthetically, however, I was disappointed that they didn’t do a better job of eliminating any road noise, which was one of the main reasons I wanted new windows.

The verbal communication was not reliable!

Serviceman

Very good experience all around

The installers were on time, worked steady throughout the day. Trouble shooter thru a couple of small problems. They were fantastic!

Knowledgeable represenatives were able to answer questions and do the insulation efficiently. I appreciated the professionalism and easy manner the installers had.

The product was not what we thought it was or what was demonstrated at any of your home shows. Our Windows came in some of them broke. The finish work was terrible. The customer service has been the worst service I've ever experienced in the entirety of my life.

I’m sure this rating will change after the problems have been resolved.

Advertising

The wait for the install. We ordered in July with a promise of window installation before 1 October and it turned out to be November.

Feels warmer in the room with the new windows

You need to understand the call center and the customer service department does not care about the work your salesman and installers do. They are very rude to people and not listening to the needs of the customers

Between the installation and the final product, the windows look fantastic and we've gotten compliments from our neighbors

Windows look nice - crew polite

I like the style and how easy it is to open and be able to clean when needed

Maybe, it depends on what the person needs.

Salesman was great. Pricing great. Windows great.

Quality product, professional installation

Nothing

Having worked with multiple window companies in my line of work I was swayed to universal windows because I do genuinely believe they have the "better" of the replacement window warranties and I find the product to have a slight advantage. I was also happy to see that they use local sub contractors who have been in the business for a while but knew this would implement quality concerns. However for my instance the installer had one helper when they arrived on October 17th at 9:50am (no prior call that day or the previous week to confirm availability) but it was within the 8am-10am time frame i was quoted on October 10th. My job consisted of removing the 10 upper level double hung windows (9 like size, and were lacking necessary recourses to preform their best work one smaller) and installing 6 new windows (we went with sliders for a more modern and weather proof look that did away with 4 of the original double hung. The install was labor intensive and I seen the installers were getting concerned about meeting a one day install, and also became apprehensive about installing the largest of the windows. Luckily due to my line of work I have a large man lift onsite that I offered to them to use for the install I also set up fans to blow the dust outside while they worked at removing the old windows. To start the installs were straight forward and the installer was doing great to keep up with debris removal and being mindful of dust. However by the time they got to our master bedroom (this was the 3rd window to install of the day and the 1st of the remaining sliders) the mindfulness of debris began to slip, I do understand that he may have been underprepared for the install because all he had to use to remove the old frames was his multitool and a handful off blades. Thus the amount of dust was out of control especially when his blades became dull. Once he made it to the kitchen this is where I stepped in to help mitigate dust by offering my negative air device and additional fans as well as additional tools and consumables. Buy the time they finished around 5:30pm same day the windows where installed all large indoor debris was cleaned up and outside looked as if no one had been their, furthermore I will commend them on the quality of exterior trim work the interior however left more to be desired and I did tell the installer that I would handle the interior simply because he was unsure how to make it look cohesive. Fast forward to Sunday October 19th me and my wife are still cleaning up the interior after install (dust even made it inside our kitchen cabinets so everything needed pulled out), we received our first rain storm and we quickly noticed the inside window track of the sliding windows were filling with water, the first thing I did was ran outside to see if the weep holes were free and flowing which they were so I cant for the life of me figure out why the inside track even had visible water in it. We managed to avoid disaster because we caught it early and used towels to sop up the water. Since this happened late Sunday night I waited until Monday before reaching out to our sales rep with the photos and concerns, He responded quickly and put calls into the proper channels that resulted in us getting contacted by Universal windows complaint department the same day stating they would set up a tech to come out and would call us back. It is October 23rd and we have not received a call back or confirmation of a tech appointment. In closing the product for the price point seems fair once issues are resolved, the install for the price point was not on par as anticipated for dust/debris remediation (luckily my house has no lead or ACM). Window installation was rushed but overall finished well with help from additional recourses and provisions. Thus my four out of 10 rating, I would be apprehensive to recommend Universal windows to a certain demographics, however I would recommend them to others depending on their needs at the time. Universal windows sold us a turn key window install that has required an additional week of provisions at my own expensive and time to clean up after, and complete. I was let down that the service quality was not on track with the products quality.

My door was measured wrong when they realized they tried to convince us to keep it and they would just put up trim. New door was supposed to be ordered Aug 28 I called for 3 weeks trying to get an update. I either got a VM and no one returned my call or if they did they would say they had no update and would have a manager call they never did. Finally I was told the door wasn't even ordered til early OCTOBER! No one ever called to update me on any of this. I question if my new door would have ever been re ordered if I didn't keep calling. Devin Wells was great. The guys who installed my windows great. The experience past that is not acceptable.

Professional and efficient. My home looks like a new house. Even a neighbor stopped by to extend a compliment.

My first experience with your company was good; the second, not so much. There was a lack of communication which delayed the project, there was contradictory information provided by employees. An issue that could be resolved was not handled until a second visit. There was one issue that was not resolved to my satisfaction.

Love my windows. Love the installers! My house looks so much better. Best investment ever!

Billie was wonderful, she was able to meet with me around my work schedule and was in contact through the entire process.

Universal Windows does a great job of providing the necessary information upfront, working with the customer to find the best project and price range, and provides quick and flexible scheduling options that get the project done in a timely manner.

I loved my windows doors now my basement new windows look so fresh energy efficient safe!

I don't know if you had a promotion available at the time I met with the sales rep. I've received sales promotion cards in the mail since my purchase that make me wonder if I was given all the available info on sales promotions.

I was given a lifetime guarantee on my windows. Now they want to charge me for repairs. My window does are not quite 6 years old and two have broken already

Everything went very smoothly. The installation was seamless.

The installers were professional and efficient. The quality of work was amazing.

Great quality of windows. Customer service Excellent

Everything went well. From scheduling a quote to install, we had no problems. Every person I talked to was helpful and patient. No complaints.

Great!

Long lead time between contract signing and window installation. Two payments were made before widows were even in
Expanding foam insulation was driped on patio and some on siding
Storm door at front door was taken off it's piston to get supplies in and hasn't shut right since.
One window required maintenance after install and no follow up was done for getting service tech out.
One window is fogging in the mornings and I don't think they are suppose to do that??

Professional and I like the windows & doors.

I am reluctant to recommend Universal Windows Direct after an installation issue. Universal Windows Direct did not respond to my request. I had to file a complaint with the Better Business Bureau to rectify my issue. Other than that, our wndows are beautiful and we love them. I am just concerned that if I have an issue in the future, I again will have to go to the Better Business Bureau to get it resolved.

Sales rep told us what we wanted to hear ended up not being what he said. Told us our bedroom window (double uneven original window) would still be able to hold our ac, that was not correct. We are unable to use our ac we have to go get a smaller one for our upstairs window. The downstairs window was short and wide and fit our ac before installation after installation we did have to squeeze it through the outside in the get it to fit back into the same window.

Still haven’t fixed my windows

Crew showed up on time with correct product and ready to work.

We liked the window quality, looks and lifetime warranty.