Had to settle on what we didn’t request

Out of all of the quotes over the years universal was in my budget and the quality of the windows are equal to or are better than any I had seen from their competitors.
Great windows. Quieted the house and the temperature is more stable than before.

Although the window I now have is functional, I am very disappointed overall with this experience. I don’t hunk I’ve ever written a negative review for anyone before, but given the amount of money this cost, I feel I should say something.
There were multiple significant bumps along the way during this process. My initially experience with the sales person was wonderful. When the second representative came to obtain more specific measurements, they were entirely unaware of what the sales person and I had discussed and told me that they did not have access to any of those records. We then discussed all of these specifications desired so that the new window, being placed where there is not currently a window, matches all of the other windows in the home.
My installation had to be rescheduled, after I had already set aside my day and rescheduled other plans to accommodate the time that they were going to be in my area, they then were going to be arriving over an hour and a half late and unlikely to be able to finish the project by the early evening when I needed to leave to go to my daughters soccer game. I’d been told previously it would be done in one day.
When my installer was able to come after rescheduling, they did not have a ladder with them, as it apparently had not been communicated that this window was being installed on the second story. Additionally, they also had no measurements and per them “no paperwork”.
That being said, the installers did a relatively good job given what they had to work with. however, there were some nails in my yard and the muddying/patching had to be redone by myself before painting could occur.
Generally, all of the above things I am willing to overlook. My greatest complaint is that the final product is not at all what I desired. Although the outside is very similar to the exterior of the other windows on my home, though not quite matching, the interior is not at all what I desired. When the previous two representatives had done measurements for quoting and measurements supposedly for the specifics of making the window, the depth of the windowsill of the other windows in my home, and my explicitly stated desired replication of these sills for the window that was being created and installed was measured, and I thought had been taken into account. However, the final product does not have any windowsill whatsoever, it is actually barely flush with the wall and sticks out slightly in one area. This is not at all what I requested, what was measured for, or what was expected. This is likely not the fault of the installer, and I am unsure where things went wrong. I am extremely disappointed with the final product and the lack of a deep windowsill as there is in all of the other windows of my home I will not be using universal again nor do I plan to recommend them to anyone else.

Love the quality of the windows, having the high EV windows makes everything so clear outside, and there's no heat from the sun overheating the house.

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.