Universal Windows Direct - Cleveland Reviews 132

Two workers came out but only one actually did the work. They said they could put the windows in with my curtains in place, but they took my curtains down and the curtains did not work when they put them up. I am waiting for help to get my curtains up as I am 68 and can't climb a ladder. They replaced my 2.25" molding with 3.5" to cover up damage to my walls. They didn't have molding for my second window so they could not finish the job. I live 1.5 miles from Home Depot so I am not sure why they couldn't buy the molding. They told me I had to pay the balance even though I was told to pay the balance when the job was completed. I was also told they would be back and have the work completed before the week was out. 8 days later I called and raised cane as to why my windows are not finished and why my curtains were not hung properly. I was told they will be back out 4.5 weeks later. I need the rest of my windows replaced in my house, but I will not use this company again.

ABSOLUTELY Garbage! D0 NOT Buy!

Supposed to be Energy Star Rated. That’s a joke. Had three service calls since 2023. Side draft from chimney effect, windows are sweating, can ACTUALLY see daylight between double hung, windows. Should have kept my original ones. Windows are actually cold from 2-3 inches out. Close blinds in the winter to prevent heat loss. Do yourself a BIG favor, look somewhere else, or I guarantee you WILL regret it.

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 at 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.

Windows turned out great. Can't wait to see the difference with energy bill. Cost was reasonable. Installers were quick, courteous of house and animals. Would definitely recommend.

Second time I used them upstairs windows are what they advertise i requested same installer he did a wonderful job 18 degrees outside he was very efficient with replacement the whole job looks great

Changed my google review from a 5 to a 1. They did not have all of the pieces they needed to finish the work. I figured another week all would be taken care of. Months later and multiple visits and still not complete. Tried to speak to someone that had some authority got nowhere. Had an individual call me from there to ask how satisfied I was, i let him now, quite friendly I might add, that I was very dissatisfied, and he hung up. They just don't care that a customer has to make arrangements to be here for them to finish work that never gets finished. I will never use this company again.

I want to let y’all know that Carlo Tomasi, our UWD sales person was terrific. He explained everything about the company and the products. When I had any questions he answered them. He went above and beyond in making sure that we were satisfied. I appreciated the fact he didn’t just make the sale but followed through until they were installed and I was happy.

Sales reps are way too pushy. I do not need them calling me once a month asking what improvements I need, trying to schedule a sales rep out for a quote and not taking no for an answer. I spent $15,000 to replace all my windows stop calling me and trying to get more money out of me. I will call when I’m ready. It’s so frustrating when a sales rep does not take no for an answer.

The install was quick and the window looks great very pleased

Wow!! Great job. Great product! 👍

The installers did a great job, and cleaned up afterwards,

The one window that was put in looks great...the other one looks like someone measured it too darn small, it looks foolish the way it was put in...Its like 3inches too short on the top and bottom....not pleased with it....

Great experience, on time (early form time set) and done in about 1 1/2 Hours.
Done right!!!

In an update to my previous review...
Now like a few days later they contacted me. They said that I signed the contract and there was nothing they could do. Of course I signed the contract, I wanted the door installed. The contract said "Looking at the contract I see hardware, satin nickel checked with hand set number 4 checked. I also see storm model# 399."
Where does either of these tell me what I am actually getting. This does not tell me I am getting the door handle I didn't want or the storm door I didn't want.

Crew leader Nate and team were awesome, hard working and passionate about delivering a great product. Great experience working with them and thank you for a great job and day!!

Update, I see if show this related to the Cleveland branch. This happened in St. Louis.

Sales was good, installation and service has failed terribly. We purchased replacement windows for all our windows. The windows came in about the time we were promised. Things went down hill from there. 2 gentlemen came to do the install and replaced all but our large picture window. When we saw that they started cleaning up we questioned the large window and the response was their trailer was broken and they couldn't bring the window, but would have customer service contact us with a schedule date. Well guess what, we never received a call so we followed up. 3 different times we scheduled the install and each time they cancelled the day of for different excuses. Finally I get a call to set up a time to install just to get a call back to let me know the window is now damaged. I requested pictures of the damage to see how severe and yes it was bad. I was asked if we wanted to have the damaged window installed and replaced after the new window was ready which I declined. Finally the new window was available and a different installer came and did a great job. We found that the screen had a couple of tears in it and he requested a work ticket to replace. Several weeks later a technician came to replace only to find out the screen was the wrong size. He again took the information off of the tag to make sure he had the correct size and once again never heard from the service department as to when we would receive the replacement. Fast forward to today, I contact customer service to again request a replacement screen just to be told the screen is under warranty but they would charge $150 dollars for a technician to install. Unfortunate for the young lady that set up the call had to listen to my rant of disappointment with her company and the promises that were made. She has waived the charge as she states "this one time" When I purchased the windows the sales man as well as all the installer stated the screens were under a life time warranty. no one ever mentioned a $150 charge to install. Lesson learned, make sure to ask about if a no charge life time warranty is truly that.

Terrible experience. My windows were partially installed 4 weeks ago. They did not have enough material to complete the trim/flushing on the outside, so they told me it would be a few days till someone could come out and finish the job. Two weeks later, they called me and told me it would be a month till they could get someone out to finish the job. They have the material, but all their appointments are booked. So instead, they feel it is appropriate to leave partially installed windows exposed to the environment for a month plus. With the unpredictable weather, they may find themselves with some legal issues if damage is done to the house. But they would not know since no one answers the phone unless you are interested in buying windows!! Oh, and they already received 90% of the payment.,, so they do not care I highly do not recommend. Avoid at all costs!!!

7/24 update: There has been zero response from UWD, and I still have partially installed windows with the exterior exposed. The response below is a straight-up lie. I have not heard from UWD for weeks.

Very smooth and installation was faster than expected!! We are so happy with our new windows!

Ben Drake and his team were fantastic. They got the job done in 3.5 hours. They cleaned up after themselves. They were all very professional.

1 star for showing up for the install. In all, 22 windows, a door, picture window, screen and 2 main frames are defective for various reasons. Was threatened by Cary, through the tech, final 10% payment was still required or I lose the warranty. Have 16+ hours cleaning butyl off windows....not counting black fingerprints on most window casings. Hours on phone with CSR. They offered replacements in approx 2 weeks, but changed it to 6 weeks. Wasn't prepared to clean up screws, foam, black butyl off carpet, couch, yard, etc. Asked for, but no received no commitment for restitution or discount at this time. Small sample of pics attached