You didn't. Your products are a bit too expensive for the people l know.

Windows installed 8/11/25 & 8/12/25. The caulking workmanship is poor. Caulk must have gotten on the bottom of their shoes, they walked on my wood floors, and caulk was all over. Even on our sidewalk and driveway. One off the windows on our garage came with a crack in it. They installed it anyway. Told us they ordered a new one and it will take about 3 weeks to come in. Today 9/8/25 my husband calls customer service and was told by Krystal it was never ordered. So we wait again for 3 more weeks.

Installers took an entire day to install 5 windows, I was supposed to get a new door also but whoever measured for the door measured wrong so now I’ll have to wait another 3 months until I can get the new door

Alexander Mould told me all bout the windows and how they where made and answers all my questions

Guys were polite. Cleaned up, thorough explained about not opening the door until the following day

Great product, great service.

The installers were wonderful. Very efficient and could not even tell they had been in the house.

Did not care for salesman installer was fsntadtic

Great service

Quick and easily made appt

Not at this time still waiting to hear from sales rep and then operations manager.

The windows have already made a difference in keeping my home cool without my A/C running non-stop. Worth the investment and I’m sure this winter I will be even more thankful I had them installed.

Jordan and Caleb were very efficient installing the windows.

Our salesperson gave us incorrect information, leading to a delay in production, and was unresponsive when I reached out with questions. The customer service center is a hot mess. The connection sounded like robots in a tin can or I could hear five different conversations at once. One representative informed me that the permit hadn't been pulled from the city when I called after seven weeks after the measuring took place. The next week a different customer service representative informed me that the first person had given me incorrect information, the permit had been pulled before the windows went to manufacturing and they would take four more weeks. My salesperson told me it would take five weeks initially, then up to seven weeks. Ultimately this lead to the windows being installed at the same time that my kitchen was gutted for a renovation.

the ease of making an appointment for someone to make repairs. The professionalism of the workers that came to the house.

Came on time, did an excellent job and was very tidy.

VERY poor installation. Repair techs have been back three times. Most recent tech advised windows were sized incorrectly. Had to pay a service call fee, for the most recent repair, for windows not sized correctly. Outraged!

Very professional knowledgeable, I would recommend this company to anybody needing windows, already sent a friend to them.

It’s been almost 3 weeks since windows were installed. My siding is still not fixed nor is my soffit after being told it would be done the same week as my windows. Guys stepped on my water spicket and acknowledged he did so. It now leaks whenever the water is turned on. Windows look great but terrible follow up.

I asked for a receipt and window stain specs from Scott still haven’t received either

The actual installation was very good. Crew was very diligent and worked hard through the day, taking the same time and attention to detail at hour 12 they took at hour 1-2. The job estimating, delivery estimating and scheduling could be better. I reached out to the company at three and a half weeks to find out the status of the order/delivery and was told, “we were just going to contact you, you need to sign a change request. The change request had to do with the original front door option and an alternate decreed by corporate. Fine, signed it. Got an email at week 7-8 saying windows/door were on track and call to set up installation. Excellent! Called up to offer up installation dates, and was told my dates did not fit. In addition, if storage was required I would be responsible for paying for it. When I pushed back about the delay due to the company dictated change request, I was told “I am just reading the contract.” I was never charged for storage - thank you. During this call, I told them the days I would be available to allow install 19-20 August. On 15 August I get a call from an installation supervisor, “I have a great opportunity, I can have a crew at your house tomorrow! Let’s get this done. I felt pressured to say yes, despite not being able to be home. I said “Yes” initially and then four hours later called and canceled, emphasizing that 19 or 20 August were the days I could have the windows installed. Installation finally happened on 19 August. Window quality appears good. Value for money appears good, I am happy with the purchase.

They said that you would not see any white when looking from the outside at the windows, but the white is evident and can be seen far away and close up.

Great quality of windows. Customer service Excellent

When I told everyone how much I paid they were all shocked! Apparently I was supposed to “haggle” on the price and it would have been significantly less. That’s my fault for not knowing this though.

They installed a broken frame on my window and they say they gonna change it butt until now they dont change it it almost 2years on December for just a simple one

The window we were told could be used to escape the basement, has 5 inches of clearance. Something happened with the fit of one so it couldn't get installed with the others, they were supposed to come back yesterday, it was a no call no show. The outside of the windows don't look finished because it is our rusty old frames.

From start to finish the process was amazing, salesperson was friendly and knowable and explained everything. Installers were professional and friendly, cleaned everything after they finished.

I have had an issue and reported it 3 times and have yet to hear anything back

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.

Waiting for job to be completed

I had you guys come out to fix our storm door lock and you did. I just would have thought it would have taken a lot less time to repair than it did. Maybe or maybe not all blame on you, I understand when you are at the mercy of other merchants when parts are being ordered.

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.

We liked the quality of the windows and the ease of cleaning them.

They slide from side to side but I cain't get to clean the outside becuase they are to heavy to lift. The salesman only had one sample. Also I ask about window being tented in front. center of big window in front does not have the screen. not good at all.

Great windows

over priced

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

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.

Extremely happy with install team

Everything was streamlined and easy. Our installers (Shawn, Graham, Jason, and Rachel) were very professional and helpful in the process. They asked questions along the way to ensure that the windows and door were installed to my liking.

Additional Comments

Additional Comments - Excellent service highly recommend

I love the warranty that comes with Universal Windows Direct. I love our front entrance that was installed by Universal Windows Direct. However, my experience with my current patio door frame was less than satisfactory. The current patio door frame was installed on February of 2022. The install was replacing a previous Universal Windows Direct patio door frame that was deemed needed replacement by Universal Windows Direct crew. It turned out that the install was the wrong patio door frame. The installers were contracted out by Universal Windows Direct. In addition, the install was not completed as promised and it took many months, numerous calls, and pleas to have the install completed. Would I recommend Universal Windows Direct for patio window frames to my neighbors and friends ? The answer is no regardless of the warranty that they stand by. I have registered my frustration with the install to numerous representatives at Universal Windows Direct during 2022.

Everything was handled professionally. All expectations were met.

Professionalism and the quality of the work they produced.

Every Window and Door in my home is from UW, I love them, so so beautiful, just love, can't say enough and highly recommended to everyone I know. Recently, the handle on my storm door broke, 2-3 years old, tops. Just snapped, very odd. Anyhow, UW now charges a trip charge $149.99. If the issue is covered under the warrant you don't pay that trip charge, which has to be paid up front, very reasonable. in my case 3 weeks before the repair.While being repaired, the service technicians was shocked I was charged anything, clearly the doorknob should not have snapped the way it did and he believed this part was in fact covered under the warranty. I instantly felt ripped off. Glad I got my door fixed but feel completely taken advantage off by UW

They arrived on time, worked efficiently and cleaned up after themselves.

Great!

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.