Window Universe

The salesman was professional, but he told me that I could get some options for several windows that I ended up not being able to get. I was disappointed because I waited to sign the contract until he allegedly verified that he could do the custom windows. After I signed the contract, then I found out that they could not do the windows with the design I needed, nor did they come in the color as the rest of my windows which was a standard color. The salesperson forgot to include 4 windows in the contract. The measuring guy missed the first appointment and did not call until after he day was over. I waited 10 weeks because of the confusion over my custom order. The installation went well but I had to tell them to reinstall an air conditioner that I had paid for. I have a 90 year old home. They are fine for regular type windows but custom windows (not in their book), not so much!

I am very disappoint on this service. They planned to install my windows in 4-6 weeks, but finally it took near two months to wait.(the contract was signed on 5/18/2013, but the service date was finally scheduled on 7/15/2013). They didn't contact me to explain any reason about this delay except for an automatic email sent every two weeks, which said the windows are still on order. I called my salesman couple times, but can not get reply. Furthermore, they told me that the windows will send to my house about 8:00-10:00am on the service day, but there was not any workman showed up during this time. After I contacted the company again, it was already about 1:00pm when the windows sent to my house. Since they want to finish all work in the same day, you can image that how fast the work was done. Finally the work was finished at 10:00pm. Of course, the work quality is not good even if the workmen worked hard. For example, some windows can not close easily; The key of the patio door doesn't work until now.

Our confidence in Window Universe began to wane when I called in mid June regarding the status of the windows, I was told they were in by Julio, but that he would need to call back to set up the install. After several days Julio called to say the install would be on June 28, which was a Friday, I questioned this date because being told it was a two day install. Julio said he would need to call me back. I did not receive a call back, but instead received an email on June 27 that the install would be on July 8&9. I called spoke to Julio who confirmed that information. I received another email on July 4 with the same information, install on July 8 & 9, installer to arrive between 8-10 am, have all window treatment removed and area cleared. On July 8, the window treatments were removed, area cleared and my schedule cleared to revolve around windows install. Installer arrived at 10:30. Installer stated he was not familiar with the situation, could not read the order and did not know what needed to be done. This set off red flags. I showed him the area and told him as best as I could what was to be done. He stated a new header would be needed, to which I stated that was all part of the contact. The installer stated he did not have the materials needed and would return the next day for the install. I asked about scaffolding, he said he didn't need it a ladder would do, he stated he could complete the job in one day. I called my husband who spoke to the installer, my husband was not impressed with the answers given to him. When the installer finished speaking to my husband, he asked me some questions about the installation. More red flags. I again showed the installer what we wanted. I asked the installer to check the windows to be sure we received the correct windows. The order was not correct, one casement window was hinged right. I was told I would receive a call regarding a replacement for the incorrect window. My husband called and spoke to a person in charge. I received a message stating that the correct window was ordered with a rush placed on it. The message stated the window should be in on July 19. On July 22, I called regarding the status of the window. I was told by Julio the manufacturer cannot make a casement window in the size we ordered and that the first order was a mistake. The only way we could get the casement windows in the size ordered was to accept the windows already manufactured. When I questioned why the manufacturer would not make that size of casement windows Julio stated it was a safety issue, window would not withstand wind of over 30mph. I stated that I did not want unsafe windows installed. Julio said he would have to call me back with a new measurement and new order to be needed. The correct windows were installed on 8/25-26/13. Eddie did a great job installing them. I have given them an improved rating now that the work is complete. Per your response below, the original order request was for both casements to be opened hinged left. I was clear from the beginning, the order was Not changed at any point. The mistake was on WU. Bottom line happy with the end result, but painful getting there. .

The installation went well.

We moved to the UK in September of 2012 and put our house on the market then. I needed to have my front three windows replaced (a large center picture window flanked by two standard size 3' by 5' ones) as the picture window was completely fogged on the inside and the two side windows were kind of old. The windows did not make a good impression when potential buyers would come and see the house. I contacted Window Universe to give me a quote because they had received really good reviews on Angie's List. They seemed very professional in my interactions with them which were all over the phone and through email since I live 3000 miles away. The price they quoted me was very reasonable and actually beat several other competitors' quotes. I ultimately chose not to go with them because I felt better about another company that had given me a quote. So, overall a very good experience and I would have rated them A's on everything (except quality because I couldn't vouch for that since I didn't go with them). Here's where it gets a little odd and why I gave them a C on professionalism (I would have given them an A had this not happened). Keep in mind the timeline - I got the quote in the middle of January and we're now in the middle of May. I received a follow-up phone call a couple of weeks ago (May 7th at 12:56pm Maryland time - 5:56pm my time) to find out why I hadn't gone with them and to see if there were any projects that I would like to have them do for me. Not a big deal. But during the course of the phone call, after I was asked why I didn't go with them, I told the lady I was talking to that I decided to go with someone else because I felt a little more comfortable with the other company and I felt like their quality was a little better. At this point the lady became argumentative - not yelling or anything like that but was refuting my answer to her question. While I was on the phone with her, I thought to myself, "Wow, this is weird" and since it was already dinner time for me, I cut her off to let her know I needed to go. I know everyone has "off" days and maybe this was just one of her "off" days - that's possible. I don't want to be too harsh just because of this one experience. But for me this kind of spoiled my otherwise very positive experience with them. Had this not happened I would have graded them as an A on professionalism because that's how they had treated me prior to this phone call.

From the start, the process went very well. The Salesman was very professional and worked with us due to a unforeseen schedule change. He explained the windows, the cost, the warranty (seems to be the best compared to the 4 other companies we had out), etc. The measurement was done on a Sunday and about 5 weeks later, they were installed. The lead installer and his team were here until well after 6 pm even though it was his wedding anniversary. They did a good job and fixed items that I identified throughout the process. One warning that I didn't know nor was mentioned with replacement windows - they come into the house more than the original so you will have great difficulty re-installing blinds inside. We ended up having to get new blinds for all our windows and install them on the outside. I think the salespeople should mention this since it is an unforeseen expense.

We contacted Windows Universe to have an estimate done for new windows in our house. They were very fast in getting back to us in a timely manner, and it was quite easy to set up an appointment. We had an in home estimate and demonstration. Overall, it was a pretty painless experience. It was our first estimate, and we didn't realize that window presentations took that long. It ended up being a little over an hour. They have a lot of guarantees that come with the package, but they are not as cheap as they advertise. The little options add up fast, and we were surprised when they tacked on a $60 charge per window if the windows you are replacing are original to the house. We ended up going with another company because we felt more comfortable with them and the price. I will note that Windows Universe has a price guarantee, but the windows and caulking, etc all have to be the same and I think our window installer uses a slightly lower grade caulk (not a big deal to us), so we weren't sure if we qualified. Overall, very easy company to work with- just not a right fit.

It was fine. Nothing really stood. They are quick and prompt. They are friendly and thorough.

This is the 2nd time I've used Window Universe and as with the first, they did a great job. I will continue to call then when I need to replace any windows or doors

Overall, it went very well. We purchased a big deal from Angie's List. They made the promise and they kept it. They did the job very efficiently and quickly. They were very professional and were out here very quickly. We got the big deal plus the discount and we priced with other places & they were very fair. The price was very good.

Overall, my experience with Window's Universe was excellent. I was treated with respect and they responded immediately to any questions I had. Thank you, Window's Universe!

Overall - I am happy with my 3 new storm windows and my replacement windows. The guys who did the work were really great and friendly and did a good job. However, getting to the finished product was a bit of a pain. The estimator gave me one quote that seemed reasonable and then, after I had bought a coupon, proceeded to tack on some hefty charges he had forgotten. He said I could get my coupon refunded but that seemed like kind of a pain and I didn't want to start the estimation game all over again. Then, the guys came out and installed the storm windows but realized they didn't have the right glass for the replacement window. So we had to wait another few weeks for that (and it was cold!) They did a good job and I'm happy it's done but it could have been an easier path to get there.

The work turned out well. The price was fantastic and they offered quality service.

Estimate was given in October and we chose to take a couple days to think it over. We decided to go with Windows Universe and when the salesperson came back he said he forgot to charge us for one item so he increased the price by $200. We chose to use them in spite of this change. Next a worker came to measure the window and he let us know that the style of window the salesman proposed was not feasible so we chose to go with a different design. Not an awful thing but one expects the salesman to understand what will and won't work. We were told the window would take 4 - 6 weeks (but likely to be four weeks) to come from the manufacturer. After about six weeks, we called to check on our window. Took a few calls to get a return call, another visit from a workman for another measurement and then another couple weeks to get the window finished. The window was installed in early January. The workers left with raw unfinished wood showing on each side of the inside frame. This wood was gouged and you could see the nail points from where they had nailed the window from outside. We called and they came back a week later and installed trim over the raw wood and finally the window was done. The window looks nice and the finished product is fine. I didn't expect to have several bumps in the road with an A rated vendor. It took nearly three months to get from the estimate to the final installation

The sales process was easy and pleasant compared to other contractors. The fella that came in to measure was very helpful and assured us the installation would be as easy as the sales person indicated. The installation of 12 windows took all day, but they kept working even after dark to finish. They came back the next day to do a little drywall repair, only because the mud froze in the truck because the installation day was so cold. We are very happy with the work and love the new windows. We now wish we hadn't waited so long!

It went really well. The only complaint I have is that out of the 2 person team, 1 person got sick and ended up in the hospital, so 1 person ended up doing the job himself. Because of this, it took a couple of weeks instead of one day to get the job done. The work was done quickly and without error, although it has now been about 6 months since, and the plastic flange around our living room window (I'm not really sure what its called, but it is attached to the brick facade around the window) has started to lift up, so it will need to be caulked back down. The windows and door are great quality, we have noticed a nice drop in our energy bills, and we paid less than a neighbor did for what I think are better quality windows

Overall, it went very well. The salesman came out and did his spiel. He was concise and completed the presentation w/in the promised 45 mins. There were no high pressure sales techniques which I appreciated. However, once you add on all the "extras", the windows aren't as inexpensive as advertised but still considerably lower than most companies. Once the order was placed, it took approximately 6 weeks for the windows to come in, which was on schedule with the timeframe they gave me. My only complaint is that when it was time to schedule the installation, the young lady called me with a week day date, which does not work with my schedule. I asked for a Saturday installation date and was placed on hold. While on hold, it was time to leave my office and we were disconnected while I was in the elevator. She did not call back that day, the next day or the day after that. I then sent an email inquiring about an installation date, there was no response. A couple of days later, I called the office and was given an installation date the following Saturday. For a company that prides itself on professionalism and referrals, I found that portion of the customer service (or the lack thereof) to be disappointing. The installers that installed the windows were very professional, efficient and courteous. Overall, a good job and yes, I probably would use them again.

Installation went very well, they were extremely fast, clean, and polite!

The job hasn't been finishied. So far the sales person, their office staff, and their technicians have been very knowledgable, friendly, and responsive. I will get an overall impression of their work after the job completion.

The salesman came promptly. The people came to measure promptly. There was a glitch in the ordering but they were responsible. It took extra time, but the installers came when the windows finally arrived and did an excellent job.

It took a little while after the order was placed because my order could not be filled because the product was no longer in stock, but once started everything was fine.

The bottom line is do what you say you are going to do!! If I would have received the promised communications from the installation department, my rating would have been higher. I realize things happen, life happens. But a professional needs to be prepared for the unavoidable circumstances.This company was not and was very poor in the communication aspect. The installation part of my service was horrific and is the reason I rate this company so low. I was extremely pleased with the sales, ordering, and initial installation schedule of my 23 windows. The windows were made within the estimated timeframe and I received weekly updates on the progress of the status of my order. However, what was supposed to be a three day project, turned into five over a span of one month. To make a long, three month ordeal short, I was rescheduled three times to complete the install. The first was a no show appointment for measurements, and the other two due to received damaged products and company scheduling issues. This company was not prepared to handle the unexpected or just did not prioritize their customers well. The installation department was unresponsive on three occasions which led me to directly contact the owner. He was expedient in his responses and gave me the answers I awaited. He also sympathized with our situation and the length that our project was taking to be completed. He offered no additional compensation for such a situation. The communication between the various departments of this company appears to be lacking. I am so happy with this company's product (thus far) and am glad to be rid of them. The two installation crews I had did great work although they were quite different in their mannerisms, meaning one crew was much cleaner, yet slower than the other. Having two different crews and the latter being totally unware of the job, in addition to the scheduling mishaps, resulted in a total a five days to complete the job and my husband and I having to take off three days of work total. If this company can get their act together to provide the stellar service that is warranted by their product, than they might stand a chance in this business. The response from the provider contains inacccurate information. We did not specify to keep the orginal installation on the project due to his extenuating circumstances. We are sorry for his loss and wanted our project wrapped up as expediently as possible, as promised to us by the company. This did not happen due to poor communication and scheduling from the company. Thankfully, it is over and we have beautiful windows but ran into yet another snag with the financing option. Inaccurate information was sent to the creditor from the company. I am still waiting for that to be corrected so that I can begin paying on the windows.

The process went very smoothly. The installers arrived on time and keep the workspaces clean. The windows look great, and they took care with some of the finishing details. For example, the caulking looks clean and there are no messy spots. The only item that we noticed after they left is that one of the finishing strips that was attached to one of the upstairs windows is now splitting in one spot. That is a minor issue.

Explained options- took full day to put in window- punctual and did a god job

The sales man arrived when he said he would. Very personable and informative. Everything went smoothly. The installer arrived on time and went to work. When he was finished, I had a new door that looks great, and weatherproof caulking all around.