We were pleased with our windows, but disappointed in the customer service

Not enough office staff to handle the telephone calls. They call back right away if you want to make an appointment for a quote but if you already purchased you are placed on hold for awhile then an automated voice says "leave a message" & they NEVER call back the same day.

Our whole experience from beginning to end was very positive!

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.

The whole experience was great from meeting my salesman, Mike LaGuardia, who was very nice and knowledgeable to the window installers who were polite and did an awesome job!

A good product at a reasonable price

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

Finish the job no gutters or need to have better communications on when they are going to finish contract

From purchase to installation, everyone one was very professional and took time to answer all our questions. The windows look great.

Tyler and Jason are excellent to work with.

Easy to work with!

Don’t like paying two thirds up front for work not completed. Expecting customer to review a 38 page contract is unrealistic and obviously written by a lawyer. Shorter concise contract and a written agreement to give customer at signing and not using an iPad.

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

Their Costomer service is out standing
Fast turn around being windows were made just for our home. Installation went smooth

Great customer service and knowledgable staff.

Sales team was wonderful and quality is great.

Amazing windows and awesome customer service from beginning to end.

Sales men don't tell truth

Having software that would allow you to take a picture of my house and apply different windows for us to look at.

Professional, courteous and SME. Good job @

Your office doesn't seem to take calls to resolve issues .Not a lot of communication.

The installation guy, Justin and his helper were excellent and thorough. Did a nice job.

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!

If we know of anyone needing anything we will give you a referrell

The job was done quickly and professionally.The guys were great

The sales guy said I'd be able to open my door with 2 fingers. I figured that was an exaggeration but it's not even close. It's just as hard to open as my old door. The installers scratched the frame as well.

Window is scratched

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.

Tired chasing down for issues w my door

The window install was originally scheduled for September 17. Several days before, Universal Direct called me and asked to reschedule the installation for September 16. I agreed and re-arranged my schedule to accommodate. On September 16, no one came or called and I had to initiate communications to determine why the install had not occurred and I received no communication. Late in the afternoon, I finally received a phone call apologizing for the mistake and saying that the windows would be installed on the17th as originally planned, due to internal scheduling errors.

I asked that the remaining balance of $1000 be waived or reduced to the inconvenience caused me that was the sole fault of Universal Windows Direct. My request was refused in full and I was very curtly told that I would have to pay the $1000 and there would be no reduction. I had already paid $9000.

This is very poor customer service and I will not be recommending your company to anyone else, and I will I be unlikely to use you for future window replacement.

Today is 10/5. Our installation date was set on 9/17 for 9/18, for 16 windows. Additionally, two doors were to arrive late that week. No prep was suggested, and I luckily was off work and able to spend my morning going ahead of the installers, removing drapes and blinds and moving furniture. 7 windows have been installed, and the rest are sitting on my porch. The installers ran out of trim, and apparently had to order more, and we’ve been waiting ever since. The doors and trim have still not arrived and no one has called in several days to update on status. However, we did receive our first bill from Green Sky and several satisfaction surveys.

I can’t speak to the quality of the windows, but the installation communication and expectation-setting has been unacceptable. If the windows are stolen, I expect they will be replaced free of charge, as I expressed this concern 2 weeks ago when I got the first installation follow-up call inquiring about my satisfaction, and the rep seemed surprised to learn that our job was incomplete. 37k is a LOT to spend for this level of customer service.

None of the other questions matter in light of the current status, so they’re all getting a 1. I may answer again more fully once the job is complete.

They were very clear, came on time, and were fast. I have not dealt with another company that was as fast as this company. I thank them for that.

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

Windows arrived with multiple damages and I have now been waiting multiple months due to continuous ordering errors by your procurement team.

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.

The crew that installed my windows and siding were friendly, professional and did an awesome job. I inspected after they left, they're clean up was amazing. Couldn't tell they were even here.

Great sales and installation staff

Very profu

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

From sales to install the experience with universal windows was in one word superior

Issues with contract numbers and promotions promised and lack of concern from salespeople and customer service despite repeated calls expressing our concerns. Length of time it took to get issues resolved and product installed. April 5th agreement; September 25th install.
Advise customer to pay attention to numbers and ask questions and challenge changes. Follow thru with customer service, as there is was terrible communication.

Very polite and courteous .

The work was done well and our windows and doors look great.

Repair of front door still not complete after 3 months. Needs to be replaced with 2 new doors.

This company sucks

Beware once you have issues and they have all your money...
When the salesman was giving me his pitch, I specifically asked if they install on Saturdays, he said yes.
When the guy who came to measure the windows  I asked if they install on Saturdays. Again I was told yes.
This was one of the reasons I decided to go with them.
8-10 weeks go by and I get a call on Aug 26 that the windows are ready and they can install on Aug 29 a Friday. I said I work during the week so  what Saturday can they install. She tells me they DO NOT INSTALL ON SATURDAYS. I told her 2 employees who were at my house said they do, she said sorry no. 
So I tell her I am off friday Sept. 12. She said that is a ways away, so they WILL CHARGE ME A STOCKING FEE since they have to hold onto them until then.   What?????
2 of your employees say you install on Saturdays, WHICH WAS A LIE and now I have to pay a fee??? What the heck?? Lie to your customers much?

So I had to take off work loose 8 hours of vacation time because of your companies incompetence.

Aug 29 comes and they install the windows.

Once they are done I finally get a chance to go outside and noticed the windows do not match or look like the others.
I live in a condominium. The salesman knew this was a condominium because he had to contact the management company to see if the look of one window could be changed a bit.
So what is wrong with the windows? All the windows installed in the development have a frame outlining the window that matches the siding. These new windows are all just white, no frame matching to the siding.

In 2 spots the siding now has a gap that is away from the house. It was all flat before the windows were installed.

So  Aug 29, I called and left a message, nobody was calling back so again I 
 called the customer service number, explained everything. She gave me a number to text the pictures and details 

Sept 3 called left voice mail- got no answer 

Sent multiple emails thru thier website contact us, texted.
Finally got a message with a number to call back. I call and again nobody resdon't.

Sept 5 finally got a person, she gave me email address so I can send the pictures and details again. So copied my text and sent that email.
It gets sent back undeliverable,  problem on receivers end. I resend 2 more times same thing. I forward to my work email and
Sept 6 I resend the email from work email. Same thing it gets sent back undeliverable.

Sept 8 leave voicemail at 9am, then at 4:15pm
Finally got a call back from the same girl who i spoke to before. I told her all the emails are getting sent back. She said someone would come out Sept 12 between 3-5 to take pictures.
He took pictures of the windows, the siding he took no pictures of and said that was nothing.  Well there were no gaps and now there are. I also printed out the email I sent with the errors so maybe thier IT people could look at, he was not interested and did not take it.

It's Sept 18. I left a message at 10am, no answer.

So these are the numbers and emails  that do not work and that do not get replied to

How does this company exist with such poor, practically unexistant customer service


They say they will call you back they dont. They say they deliver on Saturdays, they don't.

I was told to text info to 855-293-7813  NO RESPONSE
Calling 440-786-1400 leave voice mail - NOBODY EVER CALLS YOU BACK
emailing  customerservice@universalwindowsdirect.com--- it gets sent back undeliverable
                   .....@uwdba.com --- gets sent back undeliverable

It is almost a month after my install and my complaint and NOBODY FROM THIS COMPANY has bothered to call me to resolve this!!!

Due to the incorrect information given to me, no response to voicemails, unable to contact them via email, and not even attempting to resolve issue I WOULD NOT RECOMMEND THIS COMPANY.
Once they have their money, they will not contact you to try to fix any issues that were made on their part.
A month  has gone by and nobody has reached out to me.

Was an anxiety ridden nightmare with installation. Supposedly two days in May. Windows done in October. 5 months no trim and rotted exposed wood. And a mess of wood and nails and strips in the lawn I had to pick up. Sent pics throughout project. No apologies or compensation. Wrong window size on two of 16 windows replaced. Twice trim buckled, had to re-order rolls. 4 to 5 weeks between each re-order.

1. My wife had to call and keep following up.
2. When door finally came in, my wife again had to call and check.
3. They made an appointment for installation and then we received a call that they couldn’t come that day. They rescheduled for next day.
4. Two Hispanic gentlemen came and when trying to install the door, they were using screwdrivers to chip away the wood to make it fit. Neither gentlemen, although very nice, could not speak English very well or at all. My husband even told them that they needed to use chisels and brought some up to them from his workshop. They ignored him.
5. After the door was installed, the one gentleman brought the ticket in for us to pay and sign that installation was complete. I had already taken care of payment when the salesman was here so did not pay again.

Still have never received a call from anyone there. Just these emails.

Clean, professional & fast! Excellent job!