Universal Windows Direct - Charlotte Avis 17

Everything was fine until it wasn’t. They took our deposit and cut into our wall/door frame to inspect for the install, then left visible damage behind. Then went completely silent. At the 6-week mark (when install was supposed to happen), we had to call them, only to be told the job was “undersold” and we’d need to pay double the signed contract price or cancel. No accountability. No communication. No resolution.
If we hadn’t called, we’d still be sitting here waiting while they held our money. Complete garbage!

I have used universal windows many times it is a great window and the installers were very fast.

Wonderful company to work with. John was very knowledgeable and answered all my questions. I cannot wait for my new windows to arrive. Thank you for helping make my home more energy efficient and saving me money!

Very professional knowledgeable and Patient.

Disliked that the organization who has been around for so long was unaware of permit and inspection requirements for Tega Cay. Even today after install when stated the inspector will be coming this week, still nonchalant and said permits were pulled. Inspection and permits coincide but are two different things.

Greg sr was the best. Neat courteous a pleasure to talk to. Workmanship was excellent.

Communication was great. Great crew, very knowledgeable. Worked very efficiently and the installed windows are great!

The crew arrived on time and knew what they were doing. Install went smoothly and windows look great!

Workers were very polite. They took their time to do a good job but clean up was done quickly and not well. Non of the inside of the windows were cleaned and a large spot on our carpet was left with a large brown spot where they set something on it. We will have to have the carpet cleaned. Love the windows!

NEVER USE THIS COMPANY!! We met with the sales person, who sat in our kitchen and lied to us from the beginning. This will be a 1 day job, forgot about the 3 years to get to the one day. It was over 3 years for them to complete the job. All are crews work for us they said, not contracted. Lie #2. None of the crews work for them other than contract, one crew had only worked for them for 2 weeks. Day 1, they showed up without the sliding glass door and didn't know where it was. Finally found it under some other name. Showed up at leased 8 times and the crews didn't even know why they were there and when informed said they didn't have the parts they needed and would have to come back. Each time was a 2-4 hour window that you had to wait on them and not go to work yourself. The crew day 1 dropped a window on the corner and damages the frame and screen and installed it and didn't say anything about it, we found it later that day. Took them over 6 months and 2 different times to replace the window and the guys didn't even have the screen to replace and had to come back again. They installed the sliding window without shimming them and they sagged and had to be fixed with another visit. They have had to replace multiple screens on new window that were installed wrong and coming apart. They finally sent a trouble shooter out because we had so many problems and he was saying he never seen a job like this and wrote down all this info, that never was given to anyone and no one knew anything about it. He got promoted and know knows what happened to his notes. Any time you try to get ahold of anyone you are on hold forever and never get anyone, they have a nice leave a message that no one calls you back. They are problem tired of hearing all the complaints. NEVER USE THIS COMPANY! Oh, they did offer us $400 off a $16,000 job.

Worst experience with a business in my entire life. 1) doors and windows were measured wrong and wrong sizes arrived at time of install. The guy that came to measure flipped the measurements length and width. And the crew showed up to install a 6ft tall sliding door. 2) when several months later we finally got the correct doors… they were installed without a pan and let dirt in underneath them. Screens fall off doors when you close them. 3) different crew comes back a fourth time to reinstall doors. They are now installed correctly but do not slide at all. 4) customer service has been horrible. No follow up, no one will answer the phone, everyone directs you to someone else.

Horrible product. Sliding windows and sliding doors are extremely difficult to open. Screen falls off every time you open it, it was not made correctly. Doors and windows feel cheap and flimsy and do not function.

Gentlemen (2) that showed up at my house to install My windows were on time, courteous and very professional as well as very fast with their job.
After installation, supervisor walked around with me made sure I was perfectly happy and I was. Great job and great new look on my house.

I've had 4 windows replaced this week. I can't testify yet for the quality of the windows; but i can say that the two gentlemen who installed the windows are great guys. Very careful and respectful how they did their job. Great installation experience.

Poor quality of work. Not on time. Gutters were not secure and workers left without saying anything.

Ordered 18 Windows, 9 of which closed on their own like a guillotine. They said they'd order replacement valences to fix. One window was completely replaced. When they installed the windows they leaned ladders against my vinyl siding without covering the ends of the ladder, so the ladder broke through the siding in 6 places. They said they'd match the siding and repair. Sealant around the windows was less than average. The windows themselves allow heat in the spring to come in like crazy. Not what the salesperson showed. They've been out here seven times so far, and each person that says they are going to return my call after they follow up on something has failed to do so and the next person has no idea what is going on from the last person. This week I had an appointment to finish everything with an 8-10 appointment time. They showed up at 12:00, didn't speak or understand english again, so they sat in their truck till 12:30 till their boss (UWD uses 3rd party contractors) arrived that spoke english. He had them replace the one window, promised a callback by the end of the day, He never called back. Now, when I call UWD customer service, which I did multiple days and left multiple messages, all I get is a recording to leave a message. Very poor customer service.

Just purchased a new picture window. The representative, Chris Strong was very nice and very informative. We are excited to get our window installed!

A precautionary warning, please DO NOT HIRE UNIVERSAL WINDOWS DIRECT to install your home windows. The management is so disgustingly bad, the number is of Charlotte, NC - 704-594-1900 actually gets directed to the Cleveland office. You will absolutely regret it. We hired them 6 months back to install new bedroom windows. First, the technicians that showed up were very strange and looked like they have never done this job before, total rookies. Second, the very next day, we realized we couldn't open one of the windows as the piece or one of the window tools turned out to be damaged already. We called them immediately to report this and they told us they will have to order the piece which will take XXX amount of days and then the technician will show up to fix it. Noone called us after the repair ticket number was issued until we called to check if the piece was ordered and then some very unprofessional customer service lady on the phone says - oh yeah the piece is here, we will schedule you on these days. It's been about 6 months now, it remains unfixed. The first appointment given to us was on December 31st-2021(the tech guy didn't show up) then they told us the tech will come on January 3rd-2022(did not show up, with an excuse got sick)- then the date was given on January 10th, 2022 which was again pushed back on January 17th- 2022. They will tell you as a consumer you have a lifetime warranty, but what is the warranty good when the window still remains damaged and you paid for something that you can't enjoy it and the service sucks! big time! This company should be closed for good and definitely calls for a lawsuit.
Please make a smart move, a wise decision and USE OTHER AND ANY OTHER WINDOW COMPANIES, THAT WILL RESPECT YOUR INVESTMENT, as these upgrades don't come cheap.