Universal Windows Direct of Charlotte

Universal of Windows Direct of Charlotte installed all of our home windows nearly 10 years ago. The windows are just 'OK' as far as quality is concerned, but even though I've bought their cheap windows, they continue to harass me with advertising mail on a regular and frequent basis. I've called the local office and their corporate office more times than I can count, and still I continue to receive their useless ads. Is it really that difficult to be removed from a mailing list? Sometimes something so simple can tell one all they need to know about the company behind it! I won't be using or recommending their products or services again.

I made a purchase for new sliding, windows and doors for my house. Waited months for sliding, doors and windows to come in. When they came in, they came out to install the windows first. Most windows fit and went right in, however one of them was broke and they damaged the walls putting them in. So next were the French doors. They started to rip out the old doors. I ask are you sure they are the right size. I was told yes, and they continue to rip out the old doors. When they went to install them of course they were the wrong size. I was then told it would be eight plus week to get the correct size. They put some chipboard over the hole until the doors came in. I live in the country and at the time they were doing this corn fields were getting cut and of course they left some small holes and about two weeks in I discovered that I saw that mice had found their way in. I go and try to fill all the holes to stop the problem. Next up sliding they start to install it and take all the sliding off the house. It should have been one side at a time. They come some days, not everyday after some time they go around the house to the back. I paid an electrician to take the power meter box, cable and phone off the house my cost $1000.00 dollars. They went to put up the sliding to discover its to short no problem we can slide it over. That did not work. Their answer was to get two colors of caulk and mix them together to hide it a 2 inch gap mind you. So, then we make it to the back door FYI no door in place yet still have not come in. They cut it and trim it to where they through the door would be. What a Joke the hole reason to do all of this at the same time was so it would be easy. The whole time they are on the job the workers did not speak English. The only one I could talk to was the job manager who somehow had to leave the county in the middle of the job. I don't know the reason. So, at this point I have found they broke several landscapes lights my cost and time $800.00. We move to the screen porch. I have a small pond at the back of my house in the process of installing the trim around windows they step to close to the pond and push the side wall in no offer to fix. My cost to fix it was $1000.00. Keep in mind the yard is a mess small pieces of sliding and trim all over the yard. After several calls to their office, they send a manager over who he agrees it a botch job all around. Never here back several more calls he is no longer with them. I waited for someone else to call me. So, My doors come in again they were the wrong size again however my builder had but filler strips down each side of the doors so with a lot of extra work they were able to make them work and yes it did not meet the trim on the outside that holds the sliding had to add a filler how it not centered. So finely a manager comes out and we go through all the problems, and he will get back with me. So, they go to put back up gutters and mess them all up so bad I must replace them that cost me $1500.00. So, a repair guy came out and we looked at everything I go through the problems with him one at a time him taking notes. The main problem was sliding under all windows installed incorrectly. Trim is not in channel around windows and trim that goes around outlet and light won’t stay on and some sliding coming loose. The repair guy will get back with me. A week later we get bad rain and the dormers on the roof start to leak in the house damaging the ceiling and tv. Yes, more calls to them. They get back to me and let me know they no longer make this color sliding anymore they are going to see if they can fine some about two weeks later, they let me know they can't find any of it they now want to replace all the siding on the house and will send someone out. Some time goes by, and I get a call when can I meet them to go over the colors we meet and yes, they have a color that looks the same and they will get back. Some more time goes by, and I get a call saying they brough the wrong colors that color is made anymore. So, several more calls asking to speak with the owner to find out he doesn't take calls from several of his operators and customer agents. I finely get a call that someone is coming out to fix my leaking roof the customer agent asks if I know what color and brand the shingles were and I gave that to her and explained that before they do anything I want to see if they match. Ok so no call to say we will be at your house. I hear some beating on my roof and go out to see a lot of singles missing on the roof and the only guy they sent out speaks almost no English, so I go inside and call them to says no one call me now you have taken singles off and when he put them back they are not going to match. The customer service agent says they must put them back with no answer as to what they are going to do to fix it. On a personal note, while they are installing sliding on the house, I have two small dogs and I have a fenced yard. I went to let the dogs in and one of them slowed down falls and starts the breath fast I grab her and took her to the emergency vet they don't what is wrong and ask if she got into anything outside. I told them I don't know I don’t think so. They ask me to go home and check. Can’t say for sure but cans of cleaner in the yard they were using to clean caulk off the sliding. The vet billed $1200.00 and dog did not make it. Five years now and I have not heard anything from them. Bill is just about paid off. I guess I will now have to pay a lawyer to help. Not sure about the cost of that.

I loved the Universal crew! The windows arrived early, were just as UW stated they would be, they were installed quickly and have been such an improvement to our home.

If I could give zero stars, I would. My husband has been dealing with this nightmare for almost a year now. A YEAR. Horrible, lazy installation. Trim peeling off inside; the outside black trim was nailed on with WHITE nail heads, which had blown off in the wind and had to be tacked back in place by us temporarily. A faulty bay window installed and leaking onto my floors was supposedly ordered back in August. The manager or guy we continue to be put in touch with, Tyrone, is beyond slack. Multiple calls questioning WHEN our windows will be fixed and the new replacement window installed (it takes about 15 attempts to get a response from this man). First, it was, "you are a priority since this is a remake from a mistake," then it was, "it's taking longer because they are white interior and black exterior windows" then there were just months of silence and no response. So we called the customer service line and not them directly in Charlotte, where we were notified the window was NEVER ordered. I was fuming. She assured us it would arrive by December. Here we are blowing them up again because it's January 19th, and nothing, no call, no update, not s***-you know why??? Because we have already given this garbage company all the money in full. Today the response from the said manager after, again, multiple attempts???? No apology, no explanation, "The estimated time arrival of the window is 3/20/23" in a TEXT. It is so unfortunate that you read reviews, do proper research on a company, and spend your hard-earned money to improve your home, only to get royally screwed. I am not one to sit and write extensive reviews, but if I can save ONE person from experiencing what we have had to go through, it is worth my five minutes of ranting. Time Line: Ordered: 2/5/22 William Troesken-amazing salesman Installed 5/8/2022 5/17/22 William picked up the remainder of the money due, noted all the problems with the trim, and said he would get them fixed. 5/19/2022 Installers confirmed the window needed to be replaced and all the trim required to be fixed as well as caulking and interior trim. 6/13/2022 The wind blew off multiple pieces of trim. 8/1/2022 Tyrone gets involved in the local Charlotte office. He acted as if he was completely unaware of the problem. Sends the SAME installer out, who remembered the entire job, requested the work ticket AGAIN, and the order of the new window. 8/30/2022 Work ticket created 9/16/2022 Tyrone quotes us a 3-4 week turnaround time. He said we are placed at the front of the line in manufacturing due to their mistake. 10/2022 My husband requested an update-no response from William or Tyrone. 11/2022 My husband requested an update-no response from William or Tyrone. 12/2022 My husband requested an update-no response from William or Tyrone. He called 1-800-984-5846. The customer service representative responded that no window was ever ordered and supposedly ordered the window with a December arrival. 1/2023 Response "Estimated time of arrival for your window is approximately 3/20/23" ...........

Very well, the crew did a great job and the windows fit perfectly, no on-site customization needed.

I was told on 8/25/22 that a new window that was broken would be ordered and replaced. NOT even ordered I called company 2 months Later to follow up and that when I was told it hadn’t been ordered. I was told things happen! I tried to contact the guy that sold me the product and he hasn’t called or come by. You got me on this one, but you will NEVER have another opportunity. I, when asked, about my new windows and service, YOU FAILED! Everyone was sweet as pie when trying to hook me with the purchase then after it was all said and done I was treated like I didn’t matter and we got your money too bad so sad. I will NOT recommend your company and not give a good rating. Get your act together and get people who understand good customer service.

They arrived 2 hours prior to appointment and went right to work removing the old windows and installing the new ones. It took about four hours. They were very polite and the windows look great. I love them. Believe it or not their are screens on the lower part of the double hungs, I love how they are almost invisible. No obstruction of view

Do not waste your money with this company. They do not care about they customer. They care about the commission and sale. I had 20+ windows in my home replaced and I’ve been waiting on 1 to come in for 17 weeks. They just keep giving me and my husband excuses about where the window is. They’re not honest and they don’t take responsibility for their mistakes.

They did an absolutely awful job. They messed things up, damaged my house, and tried to hide their mistakes rather than fixing them. Luckily after this job, their corporate came and cleaned house at this branch so hopefully they are better now. The new workers may be perfectly good, but the old ones that worked on my house were quite bad.

3/9/19 – Met with Matt (sales). After determining we had 26 windows and factoring in our request for a new front door, he came up with a cost of $50,232. Then after applying the BOGO offer, the cost came down to a more realistic $25,116. This number was more in line with other quotes we had gotten. I had to smile when Matt said “this offer is only good for today”. It’s a line I’ve not heard in a long time and figured it had gone the way of VHS tapes. I worked the price down to $22k and then Matt had to call and run the offer by his manager. Reminds me of when I bought my first new car in 1978. Anyhow, I accepted the offer, signed papers, etc. As part of the deal I had to display a Universal Windows sign in my front yard. Matt says we’ll be contacted soon to have someone come out and take exact measurements. Mid/late March – UW calls to set measurement appt. I set the date for March 26. March 26 – Nate comes by for our measurement appointment. All goes well and Nate answers all our questions. Early May – I receive call from UW that our windows are ready and install will take 3 days. I set the installation to start on Monday, May 13. May 13 – Install team (Mike and Doug) show up. They first install the front door and then prep the exterior of some of our windows. On Tuesday and Wednesday Mike and Doug finish up the install. There was wood rot at 3-4 windows that Mike and Doug took care of. Some time on Monday or Tuesday Mike tells me that two of our windows (half rounds) are on back order. There was also a small mix-up in the windows. We had requested obscure glass for the front door (done), upstairs bath (done) and for the picture window above the master Jacuzzi (also done). There should have been an obscure window in the master water closet, but it was installed in the master bedroom instead. It couldn’t be switched with the master bath window since it was a narrower opening. The crew made note of the mix up and said they would get the info to the office so replacements could be ordered. Other than the noted issues, the crew did fine – no problems and they cleaned up well. Mid May to early June – I called three times to check on things. The 704-594-1900 number belongs to UW’s St. Louis office. The office rep told me that due to a phone issue she couldn’t transfer my call and would email the Charlotte office and someone would get back to me. No one did. On the fourth time – June 5 – the office rep gave me an alternate number to call. I called and talked with Tammy. She said the windows would most likely arrive June 11 and she would call me. There was no call on June 11, so I called again on June 12 and found that indeed the windows had arrived on June 11. I set the install date for Thursday, June 20. June 20 – Mike and Doug arrive again. They corrected the obscure glass mix-up and installed the half rounds. Took about 3 hours. Later in the afternoon I called UW to settle my account balance. I asked Tammy why the half-rounds were on back order for a month (May 13 to June 11 – probably longer). She wasn’t sure without digging and checking, but guessed there was a defect in the first windows. Four weeks is a long time for a defect correction. No apology for the long wait. The windows are very nice. My original windows were wooden, builder’s grade, hazy, and very ugly. They came with the house built in 1993. My home is much brighter and cooler now - and outside noise has been greatly reduced. Final verdict: Excellent windows Great installation So-so customer service In the attached picture you can see the contrast between the old half-round and the new window directly below.

It went very well and they were very professional.9700

my experience with kyle was amazing!!! his presentation was spectacular and i would 10/10 recommend him and his company to anybody :)

Vendor mis-measured (twice), wrong pieces delivered, not all pieces delivered (and they missed all of that in their pre-job verification), lost windows, windows all had dust between glass panes, delayed re-ordering the replacements for months, had to chase them down to get them to finish the work - took 7 months to get my new windows in, had to go 4 months with my house in disarray for them to finish the work. I have a very detailed log of the whole job with dates, who I worked with, and every issue that I would love to share (vendor has seen my log and doesn't dispute any of the details) - offered almost no compensation (7%) for all of their poor work, and only on the condition that I sign a contract saying they did nothing wrong and that I wouldn't tell the truth to BBB or Angies List.

it went just great the guys that came out were real great at there job.

Our salesman Jon Crespo arrived on time and was very professional! He listened to what our needs were and went through our options as well as showing us the window sample. All of our questioned were answered with obvious knowledge of the product and installation process. He gave us a very good price too! I will follow up once the windows are installed with a further review.

I am updating my earlier review. We had to reside my home because of bad work and windows that did not fit properly. The windows stick out from the wall and Todd said they will because the windows are not made for mobile homes. (I have back up) Due to the windows being to short the rain wrapped around the window and entered between the window and filler board also the vinyl the that was not locked with finish trim so water also ran in there too. During the hard rain they leaked even though we had used waterproof tape to block holes and the areas that would leak. I now have white mold, black mold growing in my walls. Todd said he would not do anything to my windows since we did not agree on his last visit, approximate date of this was July 19th. I haven't had an email or call back from Universal Windows in response to my email concerning the mold growing. I would not have known about the leaks if I had not started to replace my vinyl. UWD of Charlotte is responsible for this and should be responsible for fixing my walls, they have photos.

Shawn Green was our salesman and provided extraordinary customer service. He took time to explain and answered all out questions about our windows. I love my windows so much that we've decided to have them install a garden door. We highly recommend Shawn Green with Universal Windows to anyone in need of replacement windows.

Salesman utilized sales tactic that would not allow us to verify the price comparison made or we would lose the offer being made. He said he would be present to ensure installation went well. We never saw or heard from him again. He said combining our 4 windows to 2 windows would be cheaper but didn’t inform us that we would have an issue with our molding where there was a divider between the two original windows. Measurement and installation went well. They informed us of the molding issue but it was too late to change our mind about the windows. Installation was amazing. They were prompt and courteous. They cleaned as they went. Arrived at 8:30, as scheduled, and done with 10 windows by 1pm. They gave me plenty of time to inspect the work and ask questions.

I had 22 windows replaced. Salesperson (Matt) was great in showing and explaining the windows and the energy efficiency factors. He provided references and answered questions. Installation was so nice (Tommy and Nico). It took two days and they were meticulous and did a beautiful job. The windows look great and so far I have zero regrets. The warranty (30 year and transferable) was a big selling factor. I had looked at other windows and decided on Universal Windows Direct of Charlotte. They did everything right. Hope this review helps.

Wonderful. The sales representative was very professional and willing to help.

We were skeptical and completely convinced we weren’t going to use Universal Windows, but Thomas Jensen came to our home, thoroughly demonstrated their product and the installation. After seeing the quality and competitive pricing, we were sold. The construction of the windows definitely exceeded our expectations and Thomas is friendly and funny! Installation should happen in 8 to 10 weeks. I expect to be just as pleased with that process and will update after completion?

Excellent quality, Sylvester our sales guy was honest and on time however I dislike the buy today for less tactic that Iniversal requires. Our installers Brad, Jesse were professional, efficient and responded to every concern I had. Thanks Universal

Representative John Crespo arrived as expected, and was very pleased with his presentation and demoninstration of the windows we wanted. He deserves to go to Cleveland.

The service was very well, his name is Manny he is kind courteous, knowledgeable and polite and provides fair prices

Extremely well. The representative was knowledgeable and efficient