Window Universe

The essence of good customer service is listening to the customer. This vendor did not listen to me. I specifically asked for an estimate on either an Andersen 3000 or a Pella 3801 storm door, and told them that my HOA requires me to use ONLY one of these. I was told that they could provide these doors. They insisted on me being at home in order for them to provide an estimate. I pointed out that this was for an exterior door, and that other companies were able to provide estimates without me being home. They insisted that I needed to be home to "discuss the project." I again pointed out that there was no need to discuss anything; I knew exactly what I needed, make, model, color hardware. They again insisted that I be home to speak with their rep. I agreed. The rep was 15 minutes late, and did not call to alert me he would be late. He was nice, but did not understand why I was not interested in the doors he was selling, and told me that they do not carry Andersen or Pella doors. What a waste of time! I would not do business with a company that does not listen to my needs.

They came on Saturday, the came at 12 and installed one window and only installed 1 window. They left a mess that I had to clean up after them. They came back on Monday and said they had to go to Home Depot to purchase supplies. It turns out that one of the orginial windows came in broken so they actually went to Home Depot and purchased a very inexpensive and then installed it in place the window we ordered. The install work was not done well at all leaving gaps everywhere, the trim was not that the same as the other windows. They completely finished the job and never told us and when we noticed and let them know they said "Oh yeah" we had to do that because the window came in broken and expected us to not notice. They left metal shavings and broken glass all over my landscaping and my deck. They definitley broke their agreement on item 1 and 2 and then blamed in on the window guy. After they were caught they said that this window was a temp window and they were going to replace it but have yet to replace it. They promised 4-6 weeks but that didn't happen. The hole that they cut was also crooked.

I used a big deal to get the windows and ended up having another company do the rest of the windows. They are fine, but I think they were expensive and I don't know that I would use them again.

It all started at a home improvement show where I met the manager of the Windows Universe Baltimore office ( I am sorry I do not remember his name.). He was a very personable fellow listening carefully to my needs and not looking over his shoulder for the next potential customer. He had also spent a significant portion of his career at the window and door manufacturing facilities and for me this is always a plus. He said that they did indeed work with the manufacturers of doors and windows I had interest in, and he told me to contact the Baltimore office to schedule an appointment. I made an appointment with Bernie the sales representative and he showed up right on time. Bernie has over 40 years in the window business and I would not call Bernie a salesman but the CIO (Chief Information Officer) of Windows Universe. In about 45 minutes this man taught me quite a bit about windows and doors. There were no games, gimmicks, high pressure, or improbable sales pitches. Bernie worked up a price for me and while doing that announced that he would give me a substantial discount on the storm door because his installers would already be onsite installing windows. He asked me if I belonged to Angie's List because Windows Universe presently had a Big Deal coupon that would save me more money. About three weeks later Eddie showed up to take measurements and he explained to me that he would be the installer. After that I received emails from Windows Universe employees letting me know when the order went in, when it arrived and when an installation date could be scheduled. On the 18th of July Eddie and Jose showed up within the time window and went right to work. They worked efficiently and were always moving even though the temperature was 95 degrees that day. It was obvious to me that Eddie, the lead installer, had quite a bit of experience behind him, and he always knew the next step. At the final inspection I saw that everything was tight and well-sealed. I never had thought that the old windows looked that bad but the new windows just gleamed and brought on a real feeling of satisfaction. They left the work areas spotless and I left for work with peace of mind. There are some who will find this review a bit "windy" but I wanted to convey the fact that this is a very well-run company with first-class management, salespeople, office personnel, and installers.

I really liked the salesman who came to the house, Ted Twardy. He knew his facts and could answer all our questions. His attitude was very friendly and easy going- completely unlike one other salesman who came to our house- also on Angie's List. He had a "smarmy" attitude. Another Angie's List candidate for our business was ruled out because their "special prices" had severe time limits- and we don't like to be pushed by salespeople. The next appointment was with the window measurers- who, we found out, would also be the installers. We liked them right away- they were businesslike, efficient and could answer any questions we had. The next step was waiting- I don't remember how long it took because we were quite busy and we were not insistant or anxious to get the windows put in immediately. Our schedule was flexible. The only problem came when we tried to get the company on the phone. They are experts at telephone tag. This problem was resolved when a lady named Kayla e-mailed us and started to give us weekly updates. We got a call from the installation department when the windows were ready. The two installers- Rich and I believe the other man's name is Doug- came not only on time, but a little early. The installation took a little longer than expected- mostly because of the extreme heat and partly because we were installing a new patio door. Both men were perfectionists and the windows look beautiful. Rich did the installation of the patio door and it is perfect- really perfect. They did wonderful work and we were lucky to have them- especially since I believe they work out of Richmond- not one hundred percent sure.

Where to start? Summary: Don't go with this firm. Preface: Let me note that the responses from the managers at WU to bad reviews on this site often include something like this: "Well, it was an unusual project...." That does not excuse bad service. If the company cannot handle slightly "unusual" projects, then they shouldn't take them on! The details: First, this firm uses subcontractors to do the work on your home. They just handle sales and tracking/managing the work. This means you can run into SIGNIFICANT problems from them and it requires more visits from them. (I.e., another firm did the measurement and sales estimate all in one visit, whereas WU requires more than one to do this). Second, the staff were always very polite when I did hear from them. In the end they apologized for what they admitted was very poor service. Third, they tried to tack on an additional $100 to my bill after they had to refund me for my partial payment. They said this was for installing less than three windows. But it was their fault they couldn't install the other four, not mine. They mis-measured the windows and misunderstood the project. Fourth, even if things had gone well, their business model requires WAY too many visits. Here are the visits: 1) The chatty salesman made the pitch and gave an estimate, 2) after picking WU the salesman came back to do the paperwork and take the 50% down, 3) the third visit was from workers to take measures, 4) another worker came out to look at the windows again (there is an unusual feature to some of my windows but he said there would be no problem, and 5) the last visit (many weeks later) was by two other workers who did the installation of two of the six windows that were to be installed. So that's FIVE visits by them that I had to arrange time for. Figure that into your costs. Fifth, they promise to send weekly updates. They did not. Sixth, they were late. I paid them on April 4th and we didn't finish the transaction (i.e., agree to the correct refund) until June 13th! The installation was past their dates. Seventh, they often did not call back when they said they would. That's it. A friend had a good experience. I had an really horrible one. That they tried to stick me with an extra $100 at the end was the most incredible part of the experience. In my book, they owe me money for the amazing amount of my time they wasted. An update following the response by the provider: 1) They claim they went above and beyond, but I didn't see anything like that. They were late, provided poor information based on their own standards, and left me in a bind. 2) They claim they had a delay of a few days....I believe it was much longer. 3) The first team was not unavailable, as stated in the response. I was told over the phone that they weren't going to use that subcontractor again and implied that this was due to problems with that subcontractor. They also said he had problems with his truck not that he was on another project. 4) Also, I was told that the windows that were not installed were not measured correctly. I.e., they could be installed because they, in fact, were not the right windows!! THUS, they didn't do me any favors or make accommodations. In my opinion, based on the information I got from the installers who did install the other windows, the company screwed up with a poor subcontractor and do not seem to want to take responsibility for that. 5) They say in their response that it would have taken only three more days to do the final installation, but based on my experience with them (e.g., not returning calls on time or sending up follow up emails as promised) and because the installers that did come (and did a good job) said the windows produced were the wrong size, it doesn't seem possible that they could do all that in three days.

I don't normally write reviews, but this was and continues to be the worst experience I have ever had with a contractor. Windows were installed 2 months later than promised. There were constantly "manufacturer issues" delaying the arrival of my windows. When they finally scheduled the installation, they called me an hour after they should have arrived to say there was a problem and we would have to reschedule for another date. The windows and door are a good quality, but the installation was poor. I had a lot of damage to my walls that was not within the scope of the contract to be repaired and had to hire someone to fix the walls and windowsills and repaint. The window in my loft leaks and I have had the contractor out here numerous times to repair the water damage. I just had to call again today because the window is leaking and I have additional water damage to my wall, floor and the ceiling in the room below.

They did an excellent job. They were on time and efficient. I love the windows. They are beautiful standard windows.

Everything went very well. Good E-mail communications. I was very pleased and I hope to eventually replace all the windows in my home The only side comment that I have, would be that I would like for them to recommend someone who can handle the window treatments. That is, BE AWARE that the customer has to take window treatments down, shades, etc. and put them back up himself. This is very difficult. I would rather pay a Window Universe employee to do this for me as I am a senior. (Home Depot installers do it ALL)

Everything from start to finish went very well. Ted, who came out for the estimate was very knowledgable, friendly, and easy to work with. He was also very responsive via e-mail, which was great since we decided to change the style of windows after the initial estimate. A week or so after the estimate, we signed a contract with Window Universe, and were given a time frame of 4 to 6 weeks for completion of the project. A crew came out within the first week to measure the windows. Following the measurement, the windows were ordered, and an installation date was assigned once the windows were received. Each week I received an e-mail from someone at Window Universe letting me know the status of the project, which was great. The crew that did the installation did an excellent job. They arrived around 9 and were finished by 4. They did a great job cleaning up inside and outside--and the windows look amazing!

When the window was installed, it was not cleaned, that took me about 30 minutes to do. After only 1 month, the screens are starting to separate from the frame, I contacted them and was told the work was not guaranteed but that a manager would contact me by the end of the day, I never heard from them. Update: Apparently these reviews are read. A manager from Window Universe dropped by, removed the screens and had them redone. They are now installed and everything looks great. Further Update: Just read Window Universe's reply to my original complaint. They misrepresent the situation, they offered a service and were not going to stand behind it. After seeing the original review they changed their mind and fixed the problem. I will not do business with them again.

From initial estimate to completion and final billing, our project took just under two months. The salesman that worked with us was very knowledgeable about the products and did not pressure us at all to upgrade or pay for more expensive services. The estimate took less than an hour and by the end, we were very clear on what the cost would be. Our project ended up having one issue with the size of our bay window which resulted in the price being higher than our estimate. We were disappointed to find this out of course, but the total cost for the whole project was still pretty much what we expected. The biggest problem at Window Universe is clearly their project management. Scheduling is a significant problem and there are multiple people working on any given project so that updates are somewhat haphazard and inconsistent (sometimes you get a weekly email, sometimes you have to ask for an update). Once we received our estimate and gave the go ahead to start the project, it only took a couple of days for the contractor to come out and measure our windows. After that, W.U. disappeared off the map for over a week. We didn't really care WHEN our windows got installed, just that we were still on the radar to have it done sometime in the near future (and hopefully before AC season!). Hypothetically, once our windows were measured our order should have been placed within a day or two but for reasons that remain unclear, this never happened. Once we finally got confirmation that our order was placed, we were told it would be about 5-10 business days for them to arrive, be inspected by W.U. and then to schedule installation. 20 days after the order was placed, we were finally able to schedule our installation. Again, I understand we weren't their only customer, but we should have been put on the books much sooner than this. In addition to the scheduling issues, W.U. also sent out ONE contractor with ONE assistant to install 20 windows and a sliding glass door (which included demolition on the existing wall) to complete the job within two days or less. Obviously, our project wasn't able to be completed in the two-day period, even with the workers staying until dark (7:30pm or so) both nights. Not a big deal to us, we wanted it done right and the remaining work was all outside, so we didn't need to take off work again to be there for the completion. Unfortunately, the project managers once again mis-scheduled and booked our contractor to a different job on what should have been the third and final day on OUR project. Again, any PM professional should know this type of project is going to require more monitoring to ensure everything stays on track (this is the point of a project manager after all). The contractor should never have been scheduled to another job until his first one was confirmed completed. Our project started on a Wednesday and it was not until the following Wednesday (due to scheduling and issues with the weather) that our job was totally done. On a side note, W.U. offers discounts for positive reviews on other sites such as facebook and yelp. We weren't able to cash in on these deals since my review would not have been five stars. Overall, we're happy with our new windows, feel they were installed professionally, and had a good experience with the sales team and the installers, but the operations in the Window Universe home office left much to be desired. We replaced every single window in our home and spent a lot of money to do so, we had expected outstanding service.

Back office support and sales rep were excellent. However, we had some difficulty with the installer. I want to be clear that the professionalism score really reflects on the installer not on the other facets of this company which I found to be very good. From the get go there was trouble. We found the installer to be arrogant and disrespectful. From that point it just became difficult to trust whether or not the installer was doing the job correctly. The back office did send out a manager to ensure work was being done properly etc. to put our mind at ease. If it wasn't for the installer, I think this experience would have been very good. This was unfortunate.

I wanted to ask for information to decide whether I want to replace a rotten window sill or to replace the wntire window alltogether. The person answering the phone told me they do not do repairs, only window replacement. I asked how much is a new window, and how long it will take. She told me it will take about 3 weeks, since they have to order the window. When I asked what manufacturer they are using, what brand of windows they install, she hung up the phone.

Fantastic. I was impressed that even when they came to an estimate, they fixed a window of mine that wouldn't close. That was before I even paid them. Installed my window cleanly, professionally, and at the right price. Highly recommend.

Requested appt online 2/17/2013 and A.J. came by 2/26 to advise what type of window replacements I needed. Scheduled installer to measure 3/9. Contacted by Kayla to schedule installation 5/3 but due to scheduling conflicts, date set for 5/17 morning. Prior to scheduling final installation, I recevied email updates. Two installers arrived little after 10 am and finished at 12 noon.

No complaints. Very happy with product and quality

Very positive experience. I was contacted immediately and an appointment was quickly set up based on my schedule. I received a call the day before confirming the appointment. The Sales rep was prompt and professional in presenting the information. His knowledge of the product was exceptional. I chose to go with a different business to purchase and install the windows. The price offered by the other business was less and even though Window Universe promised a 110% price guarantee, I went with a business that had installed windows for me before. Otherwise I would have used Window Universe.

Arrived on time, and gave a very thorough quote for three different jobs to be done - cut a new window, built up sliding glass door into two double hung windows, and replace slider with patio door. Really enjoyed being given options down to the specific details of window trim.

The operator was very courteous and knowledgeable. However their products seemed to be on the high end. I ended up with a different company.

For the most part everything went ok until the first time the repairman came and the window had been measured wrong or the wrong window was ordered but it didn't fit. So they had to order a new window and it seemed to take much longer for it to come in the second time. I was also a bit perturbed that 2 different people had to come out for this service. The first guy takes the measurements and fills out the contract and sets the price. Then another guy comes out to take a more exact measurement for ordering the window. Although as mentioned that measurement didn't seem to be right. The actual install went fine and the window does look nice.

They were very good to work with and had the lowest price of the four companies I received a quote from. Unlike the others, they did not pressure me with a "sign today to get a better price" sales approach. I was impressed by their excellent warranty The windows are covered by a lifetime window warranty AND glass breakage!!!. The installation was done on time and the crew very clean, courteous and professional. Before committing to the full project, I had them do one room of three windows. It turned out great and I proceeded with the rest of the project. About 9 months after completion I noticed one of the window latches was damaged. I called and they immediately sent someone out to repair it with no cost to me. I highly recommend this company. It is by far the best price you'll receive and the quality is outstanding.

We got a great price for the work (about $1300-$2000 below other estimates for a comparable product), the installation crew was amazing and we are very pleased with the product. It took about 6 weeks from start to finish (sales estimate to manufacture) and we had them installed 2 weeks later. The install crew were fast, efficient and very nice and they left our property clean and neat. I would recommend this company without hesitation to anyone looking for windows.

There was always confusion with the scheduler. I waited twice when no one showed up. If the company had not had part of my money, I would have cancelled. The final date, they almost did not come, but when the scheduler realize her mistake, she took an installer off of another job to put in my window. The installer did a good job.

***********UPDATE********* Looking again for window replacement and I happened to see Window Universe's response to this review. It's very disappointing because now I've changed my review to F and I would not recommend this company. They are simply not telling the truth in their response. In fact, they are twisting it to their advantage which makes me believe they are unscrupulous. They were given multiple emails and phone numbers BECAUSE THEY ASKED FOR THEM! I was very clear regarding whom they should contact. The only reason I said to contact the tenant for installation is BECAUSE THEY SAID THAT WAS FINE! However, I very clearly communicated that I wanted to be kept in the loop. Now to insinuate that the fault of the lack of communication to me rests at my door because I gave them the information that they asked for is disingenuous. Lastly, with respect to their email updates... I started receiving the updates as promised and then all of a sudden I stopped getting them. When I emailed them about what was going on I RECEIVED NO RESPONSE! It was only after lodging a complaint that I finally talked to the owner. I think the company needs to revisit the whole concept of communication... some of the basic tenants are responding when contacted and being truthful. They've obviously missed the boat on that score. ************************************************************************ They got me with their wonderful customer service going in, not so great afterward. I've been trying to get windows for my main property and rental properties for a while. Unlike any other company I've met with before, Ted from Window Universe came in, didn't give me a whole bunch of unnecessary information to waste my time, and gave me the bottom line. Having had someone else provide an estimate for the same window, Window Universe's price was comparable. I decided to go with Window's Universe because it was an Angie's List company. BEFORE AGREEING TO THE PURCHASE, I asked whether the company would be able to handle the fact that it was a rental property. As the owner and person paying for the windows, I needed to be kept in the loop and okay the final payment. The renters also needed to be kept in the loop to schedule the measurement and installation visits. I was assured that both me and the renters would be kept fully informed. That did not end up being the case. I was informed for the first 2-3 weeks. Then, I didn't hear anything for several weeks. When I responded to an "update" email from a Window's Universe representative asking for a status update, I received absolutely NO RESPONSE. It was as if I no longer existed. The next thing I knew, the tenants tell me the window has been installed and my credit card is charged. I called to complain, the owner of Window Univers responded very promptly and informed me that they changed to a new system and their new system could not accommodate 2 contact persons. Not sure why a company would want such a system but it still doesn't excuse the lack of a response from a direct email. Further, even if the system had to choose, perhaps it should have been the person paying the bills. Again, the owner was very nice, but his response doesn't help me or any other rental property owner. To top it off, I just called to verify that I was charged the correct amount (again, not that I was informed when the windows were finally put in) and the person answering the phones tells me she's putting me through to Installation. I ask, "Installation?" (because a normal person would think it should be Billing, right?). I received a very snide response, "I assure you, I'm putting you through to the right place." "Excuse me for actually thinking," I wanted to reply. So, long and short, other than Ted, the company's customer service is lacking. However, what they lose in customer service they make up for in price, quality and not wasting your time during the initial visit.