Windows seem nice so far.
Installation timing was a bit challenging, but you can’t control the weather! There are a couple issues that I need to discuss causing me to question quality control.
Started an order for the final 4 windows of my contract in January 2020. Was told it would be 8-10 weeks for production (and I budgeted as such.) Less than a month later, they called to say the product was ready. I explained I was expecting to have these installed several weeks later. They scheduled for the end of March. Of course, a lot happened in the meantime, regarding COVID-19. I called a week before installation to reschedule the install and was told I cannot reschedule and there was no law that said they were required to do so because of the pandemic. I explained I had recently had my hours reduced by 50% and I would rather not pay for windows right now when I need to worry about feeding my family. I was then told that if I rescheduled I would have to pay warehouse fees. In a time when major debt-holders and utility companies are suspending payments and disconnections, it's incredible to me that the window company is trying to nickel and dime me to death. It's 100% unacceptable. I can assure you that in any conversation in the future in which the word 'window" is mentioned, I'll be sure to bring up that if new windows are needed, they would be better off avoiding business with Universal Windows Direct.
I would strongly recommend this company.
As of right now, I can't get the installation crew back out to fix their mistakes.
I had a representative at my house today because I had questions and concerns regarding the installation of my windows. The representative confirmed there are issues with my windows and they were not installed correctly. If they resolve this issue I would raise my score on them. Generally, I think the quality of the windows and the product seem to be okay I was just very disappointed in the installation. I hope it gets resolved so I can do business with them again.
We weren't taken seriously from the beginning and I should have stopped the process that night. We were in the middle of moving, working, holidays, and my father in law recieving a liver and in the hospital. We take care of them. I missed several phone calls and voicemails, for which I apologized for when making the installation appointment. I was threatened with collections and talked down to like a child. I do not remember the man's name but he was rude and I will not recommend it to anyone else because after spending $10,000 cash on windows, I deserve some respect.
Very happy with the service and my new windows!
They were very professional and made sure that everything was cleaned up during and after the job was completed. they worked GREAT as a team and got the job done ahead of the projected time. I would recommend them to anyone.
Great experience from start to finish. I highly recommend.
Fast, easy & great peeps to deal with
I’m highly disappointed. Several issues with the overall experience of Universal Windows Direct. During the install, the two installers got in a heated argument to where one of them slammed the door to one of my bedrooms. Then, one of the installers broke my toilet and failed to mention it to me. I figured out it was broken when I kept hearing running water. Then, there were some actual installation issues that won’t get resolved until the end of December and the original install date was December 3rd. Oh and did I mention, when the sales rep came and we FINALIZED what we wanted, we didn’t find out we couldn’t get exactly what we wanted until day of install. I would have gone with a different company had I known Universal Windows Direct couldn’t fulfill our requests. Side note: we are now going on a week with a broken toilet that Universal Direct Windows is failing to fix/have fixed and they are down right avoided the situation. I’ve called every day since the incident, leaving numerous voicemails, and have sent two emails!
While there were hiccups in the initial process of getting my new windows, the installer was excellent and quick. The windows are of good quality.
Overall, very pleased with the outcome of the bay windows. The sale manager and our sales rep really wanted to ensure that I get what I was asking for and I appreciated the extra time they made to accommodate all questions.
Matt was great when he came to sit down and talk with me about my options for windows. He was polite when he agreed anything was better than what I had!
The UWD crew were very, very good. While the original install date had to be postponed 1 day due to weather, they showed up both times, on time. They were very careful of my new flooring that was being installed at the same time and got the job done very quickly. I am very happy with the quality of the windows and the quality of the workmanship of the install.
Ellis and his son arrived to install our doors He was very friendly and informative as he began the replacement. They did excellent t work and was very respectful of our property. The cleaned up everything g after finishing. The only thing we had to do was enjoy the new doors. Thanks to him and his son an thanks to Universal Windows Direct !
Awesome. Very good installation.
Great windows very poor customer service. Will not recommend anyone to do business with UWD without telling them about the horrible customer service. Jake the warehouse manager at the Indy location needs to understand most of his customers have to work normal 7-5pm jobs Monday - Friday and maybe try to accommodate to customer schedule and not be a complete ASS when arranging installation and threaten a storage fee because they cant meet his time frame. It was 4 windows and we were repeat customer after replacing all the windows in the house along with siding we ask for the following Friday not the one he suggest but he was not going to have anything to do with it and was going to charge and extra "storage fee" for the additional 7 days. The best part of UWD was the window installation crew. The Siding was a complete nightmare, complete disaster of ordering the correct material needed for the install crew to do there job. First round of window measurement the guy came without a ladder! WOW! He ended up climbing on the stove to get to the upper windows. They should consider working with Jake on his customer service skills.
The sales person took FOREVER when we were wanting to buy, he had a 3 hour sales pitch. The day of install I took a vacation day from work, they were suppose to arrive to install between 8-10 am. At 9:45 I received a phone call saying they were not going to make it and I had to reschedule. Once rescheduled it went well. The two men who installed were very polite, tidy, and quick.
Universal Windows Direct of Indianapolis is trying to make me pay for their error. On 08/06/2019 Jeff (sale representative) gave in home presentation and I ordered my windows. I did not know at the time that my double hung windows would only have half screens! Jeff never discussed the screen options with me or my fiancé. After my windows were installed, I noticed my double hung windows only had bottom screens. I did contact Jeff about this issue and he said that double hung windows come standard with only half screens and I could order full screens for them. He claimed that he went over this detail at the in-home presentation. I explained to him that he did not go over anything in regards to screens at his presentation and my fiancé also did not recall him talking about screens. He said he would talk to his sales manager about this issue but the work agreement clearly shows half screens. I told him had he brought up the screens there is no way I would order windows that open two ways with only half screens-again telling me that he discussed screens. Both my fiancé and I are master degree educated and neither one of us recall Jeff talking about screens –he did not mention screens.Three days later Jeff tells me his manager, Moe (who is in Indianapolis), said I could order the screens for $900! I told Jeff that is not acceptable and asked for Moe’s contact information. After trying to reach Moe for five business days and leaving messages each time, I finally spoke with Moe who informed me that the $900 is a discount and the best that can be done for 6 screens. I told Moe that I am not paying for a mistake his sale representative made at his presentation. Moe said that the work agreement shows what was ordered and that is what was delivered. I told him that yes I understand that but Jeff never brought up any information about screens so because of that I should not have to pay for his employee’s error. I asked Moe for a corporate contact to discuss this matter. Moe told me talking to corporate will not matter because he is the one who will be making the final decision and the price is $900. After I insisted multiple times to talk to a corporate contact Moe finally connected me to Matt. I had to leave a message on Matt’s voicemail and he did get back to me on the same day. I spoke to Matt (who is also in Indianapolis) and again explained how Jeff did not mention screens and how Moe was not willing to make these sale right and that is why I am now talking with him. Matt referred back to the work agreement and how it shows half screens and that is what was delivered. I once again asked why I have to pay extra for one of his employee’s errors-he told me the best price he can give me is $600 for 6 screens and would have them installed without labor costs. This to me is not acceptable and makes me wonder how often this company is doing this to other consumers. It is their error and I should not have to pay for their company’s error. The screens should be replaced without cost.I was going to buy gutters from this company but now with this after the sale customer service I will not be wasting my time – probably end up with gutters and no downspouts! I will tell all my clients to stay away from Universal Windows-just not worth the hassle. Now I can see why their website says 95% customer satisfaction-they don’t care about making their mistakes right!
No response from text or email. Draft around Windows and windows wet inside house every morning. Poor customer service.
From start to finish it was a pleasure to do business with Universal Windows. Everyone was professional. Great product and great employees.
I would give the highest rating if the scheduled time wasn’t confusing for me and the install techs
would not use them again
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Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of Universal Windows Direct of Indianapolis 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.
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