Universal Windows Direct of Charlotte

Excellent knowledge of windows

Excellent knowledge of windows

It went very well.

Crew knew what they were doing! Minimal disruption, pleasant, efficient, did good job of cleaning up!

The entire process from meeting the sales rep to working with the installation team was spectacular. Every bit of communication with the Universal Windows team was beyond professional and easy and I can't help but brag on them every time someone comes to the house and sees the window updates. They come highly recommended and we will use them again once we decide on changes to our front door and indoor sliding door.

Mike and his crew were wonderful. They arrived on time, stayed on task, and picked up before they left. They were polite and considerate. They were always happy to answer my questions and knew enough to answer them. The windows look great and I feel good about the installation. No worries about gaps or hidden issues. They were detailed in the wrap, spray foam, and caulking. The front door was a little tricky since it was built on site in 1973, but Mike figured it out. Even installed the screen door I bought elsewhere.

No problems or issues. They delivered the products exactly as promised.

We had a great experience with the installation and service we received from UWD. The product is higher quality and we have already been able to tell a difference in the temperature in our home. We can't wait to see how it affects our heating and cooling bills. The only reason they didn't earn 5 stars was because we didn't care for the extremely high pressure salesman. The salesman was very professional but very high pressure. The only reasons we signed that day was because we had already agreed we were going to replace all of our windows. We had another company quote us previously for a similar product, but UWD windows seemed to be overall a better product. The installation team was great! They were able to remove and replace all 12 of the windows in our home in one day. They cleaned up after the install. The sealing and caulking work is nice and clean with smooth lines. We definitely recommend UWD.

Very smooth. Installers were very professional and they cleaned up!!

Crew came on time, was professional, knowledgeable & completed the project efficiently.

amazing job of the installers.. They were in and out in half a day... Couldn't have asked for better people.. A better product.. Or salesman!!!!

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Very well. The installers did a great job and were fast!

Great!! Awesome to work with from the first phone call to the end of installation.

The salesman was great and knew the product. While expensive, the price was good for the quality of the product and warranty. The windows were ready to install in the time frame promised. The installation took 3 days when we were told numerous times it would be 1 day. This put a burden on us personally. The installer did quality work but was slow and unprepared. He was very nice but not professional and did not represent Universal well. I called to discuss with the owner and it took over a week to get a response and that was after I called back. We had an issue with one window component and Universal sent someone out within a few days. He actually was able to tell me what to do to fix the issue (which I did) but he still came out to check the work. In the end the owner did work out a rebate with us and we had a conversation that left us feeling good about the overall project. I think we received a bum installation and bad timing with the owner's initial response. Most comments we've read were very positive so we feel the portion of our installation that was negative is outweighed by the positives. Ultimately the difference was the owner finally working this out with us.

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They were not that good in the service department. I think their product was okay. We had about 20-25 windows to replace and we did not realize that we could replace the panes and not the whole window. They did not give us that suggestion, which of course they wouldn't, because they are not going to be able to sell us any windows. When they did install a couple of windows that we just decided to try they did not match the other windows that we had existing. We never thought that would happen but they did not seem to tell us about it. So we abandoned them altogether. I guess their customer service could have told us our windows were not leaking so all we needed to do was to replace the glass. Then when they took our order they did not tell us there was a possibility they would not match the house. I am sure their price was comparable. What they did was sell us something we did not need and then what they sold us did not match the house.

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They came late, 5 weeks later than the agreed time frame. They came on November 3rd. Except there was only 21 windows. When they installed the windows, they completely forgot to uninstall the entire window including frame. They said that they were going to install the forgot window once they retrieve it from the warehouse and we'll call you in a couple of days. I ended up calling them after a couple of days and they said it would be a week. I called them again on November 22nd, and they told me they actually ordered a week ago, and it would arrive in a week. I called them on the 30th of November, they said they think that it is in the warehouse, but don't have an installer, but said owner will call you back. I finally made an appointment for Dec. 7th from 10-12, by 2 I called them and they told me they cancelled all jobs due to a family issue. I told them that I could be at home this Friday if they could get someone. They never confirmed their appointment until my doorbell rang at 8:15 am. I showed him the Window that needed to be installed and the baseboard that needed to finished as well. He said he doesn't have the supplies for the baseboard he'll have to go to home depot, I told him where it was he was gone for a quite a while so I had to call my work to let them know I would be late. He finally installed the window but it was actually a plain window unlike the ones I ordered which had grids. There were so many excuses for not showing to a job. The minute I expressed that I was going to the better business bureau the owner immediately got on the phone when before he was away from the office or any other excuse.

We live in a simple home and are average down to earth folks. I made the appointment and specifically asked for an estimator who would not pitch us because we only needed the most basic style to replace simple basic windows so we could sell the house. The lady who took the appointment was very nice and upbeat... Laughed and said "no problem...we do the simplest jobs all the time....and I will make a note of your requirements for the estimate." I said either me or my husband would be home. I could not be more disappointed when my husband called a little disturbed while I was still driving home and about 30 minutes out. Apparently the salesman used one of the oldest tricks in the book... Saying he would not leave a written estimate unless the wife was home! (I'm in sales, and that's an age old technique to pit the spouses against each other... usually the wife wins, no matter what the price... happy life... happy wife) We are not like that and totally together on decisions! And, remember, I specifically said, either me or my husband would be home. Then when pressed by my husband, the salesman quoted prices that would make Bill Gates and Warren Buffett cringe! I got home and asked my husband if the dude ever even told him about the April Sales Discounts that the nice appointment lady told me about....apparently not! Now to add insult to injury, since I Googled them in the first place, no matter where I go on the internet, I get flashing Universal Window ads with $100 discounts on every window! Really?

Everything went well from start to finish. After getting quotes Universal seem to be the best deal for the quality and cost. Once the windows came in I was contacted and scheduled the next day. By 1pm the windows was in with all the trim done and mess from old windows gone. I inspected all windows and trim and found no issues. Pleased with all services. Would recommend and seems to always over some sort of special.

This is a story of bad to worse: 1. It all started with the salesperson who came to the house. I was very up front and honest with him that if we couldn't get our windows done before October, we did not have any desire to move forward because my wife and I are bulding a vacation house and we have to spend 100% of our efforts concentrating on that undertaking and not worrying about windows. The sales person ASSURED us that even though the contract says 8 weeks, it never took any longer than 4 or 5 weeks and that we wouldn't have a problem getting the installation in September. I'll give you 2 guesses when they got installed?!? They took EVERY BIT of the 8 weeks and that was before the installation appointment was scheduled. I am fully aware of what the contract said and that this falls under "cave=at emptor". The message here is DO NOT BELIEVE ANYTHING THE SALES PERSON TELLS YOU. If it's not on the contract, it's a lie. 2. The second problem came with the blinds in my home. The message was not clearly and loudly delivered that my blinds would not be resintalled when they left. Thank goodness that I was home because had they left my wife at home alone with fully uncovered windows for everyone to see into at night, I probably would have completely lost my cool. This is the first of the two safety hazards they caused, my wfe's personal safety in a house that screams out loud that she's home alone at night. She wouldn't have any clue how to reinstall the blinds herself. Universal Windows needs to make this VERY CLEAR to their customers and they should also offer this as a service so as to not put people in danger. 3. I hate to admit that this is the least of my complaints, but when they left EVERY SINGLE WINDOW on my house was covered in fingerprints. I'd say at least 8-10 prints on every window. 4. This is the straw that broke the camel's back!!! They left sharp screws and razor sharp aluminum slices all over my yard and in my back yard pool area. I cleaned these up as I found them for the first week and a half, but when I went out to clean the back yard area prior to some company coming over that evening, I had had my fill! I found a Tupperware container full of these items across the entire back of my house!! (I have the picture, feel free to ask me for it) That evening, even after my cleaning was done, our 5 year old neighbor cut her foot on a piece of the aluminum shavings, and while my wife was out there tending to her, she cut herself also. The bottom line is this: The product that UWD sells is decent enough, but they are not any better than any other replacement window on the market. The only way a company has to really shine is via the sales process and the installation, and this is where UWD fails miserably. I've had windows done by other companies in the past (I don't know if I can name them in here so I won't) and I can assure you that they were head and shoulders better quality than what I received from UWD. You may get decent windows out of the deal, but you are taking a real risk with the quality of service you'll receive. To answer the questions I know you're asking: Yes, I have contacted them about these issues. No, besides saying "sorry", they haven't done a single thing for us, financially or otherwise.