Universal Windows Direct of Cleveland

Great service! Fast and easy process!

Excellent - the young men were very helpful and thoughtful in answering any questions we had, and rendering any help that we needed concerning the windows.

Awesome 👍 Don and the crew did great. Very polite, professional, cleaned everything up. I will recommend Universal Windows Direct to our family and friends. Thanks for an awesome experience. I / we love our windows.👍

It went very well. The team was very friendly and professional, and did a great job with the work and with cleanup. They also did their best to be friendly to our dog and put her at ease, which we really appreciated.

DO NOT TRUST. Signed a contract for some windows and a door via Universal Windows Direct in the first week of October 22. I was told I would hear back in 10 to 12 weeks for scheduling. It's February 2023 I still have not heard back from them so I reach out and they say I was put on production hold due to an issue. Talk to sales manager he says the issue was with a measurement and he just needs me to sign off on the measurement revision for the door. So he sends the contract over again which I had read over the original one completely so I just sign off because it's just a measurement change. Have to reach out several more times for other issues but eventually door Install comes around May 9 23. Door shows up and it's not what I ordered. Turns out they changed the door without me asking them to or telling me they did it on the amendment to the contract. Says I'm to blame and won't resolve issue. They either proposedly changed door for a bait and switch or made a mistake.

They did an excellent job. I don't have any complaints.

They were great. Everything was on time and the installers were quick and did a wonderful job.

Excellent. However, I have not yet received the referral $ for two other induviduals who have contracted with your compa? MLKny (one had his work completed and one who is scheduled to have the service completed).

If I could give ZERO stars I would. In November, 2022, UWD showed up to install a slider. The installers noticed an outlet that would prohibit install unless I had it removed. The original sales guy, and the guy that came to measure after the sales call missed it. I had it done and the installers returned. The installers didn't have trim for the inside to complete the job, so they said they had to come back. Before they left I pointed out several places where I could see daylight where it was supposed to be insulated. They acted put out to fix it. Then I reviewed the whole install and noted a gap of 1 inch about the door that was totally uninsulted and the door only had one screw barely holding it. I could see daylight outside, which means the outside had never been properly waterproofed/flashed to avoid pests, water, snow, wind etc. Today is two months later, and the job still isn't done, or scheduled to be done, but they want full and final payment anyway!! Ha! And if I don't pay up sucker, they will file a lien and send me to collection! Oh and by the way, the second payment of about 40% on "delivery" means when the manufacturer (not UWD, Polaris Glass in Youngstown) delivers the door to UWD! Not you sucker!! It's in the fine print. You thought delivery meant delivery?! Like UPS or FedEx defines delivery? Ha! Got you again. So let me summarize. We will install improperly. We won't protect your home when our contract installers tell us it's done. We will lie about the condition, but YOU MUST PAY US!! Yep, they qualify for ZERO STARS. If you hire them expect the same. Why repeat my mistake. I have photos, emails and phone recordings to support any statements made.

I signed this contract in May and put $1,000 down. It is now October and cold with no word during the 4 months of what the hold up was. Finally, I get a call mid October with an installation appointment. 2 days later, I get a call saying my installation is cancelled because their contractor quit and we can’t reschedule until they hire a new one. DO NOT SIGN ON WITH THIS COMPANY.

Worse experience ever. Inferior product, no integrity, terrible customer service, and didn't fix their mistakes after they came out the second time. My original report is below, and I am frankly too tired to do this all over again, but it's still not good and at this point comical. Please visit the link to see my report. My email is atoinnocent@gmail.com [*** Link removed ***]

They did a fantastic job and very efficient. It was excellent. They explain the process. They are been courteous and clean up everything. It was perfect. I highly recommend them.

Installation was flawless considering the cold and snowy day. Jake and marek were both professional and installed my windows beautifully.

Crew of Stephan and his two helpers were polite, courteous and spot on with their installation and explanations. Would want this crew again.

Amazingly well! Not one hiccup. Professional cleaned windows before they left - vacuumed area in each room. Neat, on time, nice!! Very good and price better than 2 other quotes. Highly recommend.

After many communication failures which included being woke up in the middle of the night on vacation it took 4 months to be told that we could not have what we paid for. Our door was supposed to be blue on the outside and white on the inside. Instead it was white on both sides. Installers saw the problem, person who checked out the issue saw the problem, the people who we talked to on the phone afterwards said there was a problem and that another door had been ordered. Door never came and instead got three phone calls from accounting wanting us to pay the last money we had withheld until the issue was resolved. In the third and final phone call from accounting they finally told us that the color we wanted was not available in that model door..???. They presented a document that we had signed earlier when the measurement guy came thinking it was to show he had come to the house and to correct the type windows he said we needed for the basement. No mention that the door color was changed. We also did not receive a copy of that document at that time that we know of. The only time there was any communication about door color was a phone call to tell us we could not have blue on both sides of the door, but we could have White on the inside of the door and blue on the outside of the door. The only response from accounting was that we had signed a document changing the door color to something we did not want and offered to create another quote for another door after we already spent thousands. No apologies at all. Complete breakdown of communications throughout the process between their departments and individuals. We sent them a check for the remainder. Very disappointed. Had terrific experience with them a few years ago when we had several large windows installed and that is why we went with them again.

The installation team came on time as scheduled and finished the job sooner than expected . I love the windows they are very good quality, easy to open and clean if I want to.

The initial phone call and appointment with the salesperson went well. About two days after that initial appointment, I started receiving emails and phone calls with a rebate offer and explanation about why they could offer a rebate. For some reason, they need to send out a different person (manager) to discuss the rebate offer. During a pandemic, other companies do not feel the need to have all of this in-person contact, so that was slightly uncomfortable. Then I would get calls from their number and when I answered, nobody was on the other end. This usually preceded a real live phone call with a person. A second appointment was scheduled (a phone appointment) and the day before the appointment a live phone call was made confirming the appointment. After the call ended, that person called back and wanted to change the time of my appointment. I said no and he agreed to keep my original time. The next day, 30 minutes before the appointment, I received a generic text message confirming my appointment time and I responded "yes." When the time came for my scheduled telephone appointment, there was no phone call from this manager. I waited 20 minutes for this call and then I blocked their number from my cell phone. Who has time for all of this nonsense? Their prices are high and part of that explanation is because of all of the advertising they do. This was a waste of time for everyone involved.

Initial consultation was great. Nathan showed up on time and was very thorough and helpful through the whole process. He was even able to work with my littlest making it difficult at times. Highly recommend.

salesman told me it would be January but it was march before installed. were on time and thorough

Our experience was as expected. The install was delayed due to COVID restrictions on importing materials but only by 2 weeks. The crew who installed was very nice and professional. Our only concern was when outside one of the crew members was smoking a lot. Even when using power tools. That seems unsafe to me. They did a nice job in cleaning up as well. Later that day the company called to see how things went. We explained about the smoking but she just said “well in this profession some of the guys do that. We can’t stop them”. The sales person was nice and the person who did the measurements did a good job. We still think the price was a bit high but so were all the estimates. We went with them because of the lifetime warranty. Haven’t had to use it yet. We did not use their financing so we cannot speak to that. Overall it seemed to be a routine job. So far we are pleased.

My journey with UWD began on 4/2/2019 and has become a quest since. We purchased over $16K in windows & doors from them and were promised a delivery & install of no later than 6/19/2019, I put $10K in at the start. As June was coming up I reached out to them to see if they could provide me a timeline so I could plan my time-off, much to my surprise the timeline had shifted to July, but they did not see it important to call us to share this news. We were finally able to setup a Fourth of July week install date. The installers came and did a nice job and found that one of the window frames was miss shaped, all the patio door lock sets were keyed incorrectly and the wrong color (Nickel not Bronze as requested), one of the patio door screens was destroyed. All this despite being assured it was inspected before arrival?? Because it was going to be 12 weeks for the replacement frame they installed the damaged window and planned on replacing it once the new frame arrived. The 12 weeks made me less than happy seeing that it wasn't my fault the window was incorrect, so after much conversation with them we were promised 10 weeks, WOW! During that time they worked on correcting the patio door locks & screens and I provided them 3 great leads, two of which purchased thousands of dollars of windows each. After installing the proper locks & replacement screen door the locks worked fine but none of the patio screens would lock. They sent someone out to adjust the screen locks and while he corrected the locking on two of the three screen doors he put a hole in two of the screens and left one lock not working at all. They sent another person who corrected the one lock and rescreened the two torn screens, only to leave and somehow while leaving tore another hole in one of the screens he had just replaced. This was not normal screen mesh this was the heavy duty pet screen mind you. So after many calls, texts & pictures sent, they finally agreed to send someone out to replace the screen again, normally the customer is not the bad guy when trying get their project done, but they made me feel just that!! That took most of the ten weeks and the new window frame arrived, I was again told it was fully inspected was correct and ready to go, they promptly came out and installed it, my wife taking another day off to ensure it was correct. This made the 6th day off one of us had taken for this two day install. Guess what, after it was fully installed my wife took one look - - it was the wrong color........... Did the installer notice - NO. He fully installed a light brown window frame, put back the bronze windows in a huge sunroom full of BRONZE windows. Now they have to manufacture it AGAIN. This time NO 10 weeks, I am mad as ****. This time they commit to three weeks and thankfully it arrived in about two, winter is coming in now. During this time I am reaching out to my salesman (Dave), the warehouse staff (Paul) and anyone else who will listen, I am promised that once this all gets resolved I will be getting a call from someone on the executive team to discuss all these problems as some kind of restitution. It was initially shared that a credit of $2500 would be likely. The correct window frame finally arrived and was installed, it looked correct for the first time but this time the took a huge nick out of my cedar siding and made no mention of it. I called but no one seemed to care. So I paid to have it fixed on my own as I was just too tired of calling these people. I waited & waited but no call came from any member of the executive team, Dave & Paul kept telling me when I reached out to them that it was coming but it never did. So early in 2020 I just stopped calling as again I was tired of the BS. You might think the story ended there, but no this is where it becomes a quest! In late sprint I get a call from their collection person asking me to pay my balance due in full that day. I explained my story to her in detail and she promises to look into it and have some call me. No one does, mind you to this day I have never raised my voice nor used a curse word to anyone from UWD. Time goes on and in the summer I get another collect call asking me to pay my balance it full, I again explain my story and she promises to get back to me, no one does. Late summer early fall comes around and John (new CFO, Finance mgr. or something) reaches out to me and asks me to pay in full. I explain my story to him and he tells me that an email was sent to me in July offering a onetime $1000 discount if I paid it but seeing that I never responded the discount today was only $400 and it had to be cash as my 18 months same as cash financing had expired in Jan. of 2020, again something nobody bothered to share with me as we move through this quest. I asked him to send me copies of that email, which to date I have never received. He sent me a test email while we were on the phone and it never arrived either, we did verify my email and it appears that it is correct in their database. I shared that I was open to resolving this issue with them but only after someone with authority explained to me why I had never received the call from the executive (team) that I was promised and provided me a fair discount for all my time, trouble and efforts. His email outlining the $400 discount never arrived either, he did reach out one more time and I called back & left him a message, but that was the last time I ever heard from anyone at UWD. UNTIL this week 2/8/2021, Another collection person called, I again explained my story and she promised to have some call. Finally a call back in the same day, Kerry reached out to me and asked that we resolve this, I again shared my story. To which he stated we had spoken or exchanged voice mails he wasn't sure. He asked if he could call me back and this time he did! The discount was $400 and again it needed to be paid that day. I explained that the initial discount was $2500, then $1000 and now only $400 I asked why?? He stated that that was all the Executive team would authorize. The mysterious executive (team) that speaks to no one! I shared that $1000 was my minimum, also I wanted the 18 months 0% financing I was promised in 2019, he stated he would reach out to the executive (team) and get back to me on Friday or Monday. Monday 2/15/20 he did reach out and was able to get the $1000 but no financing and if I did want to finance it the discount was only $400. Either way it had to be paid today in cash or credit card. seeing that I don't have that kind of cash laying around I used a high interest credit card. Kerry was the only person with any kind of authority that spoke to me with respect, understanding and offered any kind of an apology for all their missteps and fubar's. For that I give him credit and respect, personally not to UWD. So they now have my money and you have my review. Please if you have anything to do with UWD do not believe anything associated with the "executive team", and please talk to other window companies before making your decision. I am sure their response to this will be that they made a good faith effort to resolve this. To that I would say that I made more than a good faith effort to resolve this. As the today I still have not received any copies of emails supposedly sent that I asked for, or calls from the "executive team".

DO NOT WASTE YOUR TIME AND MONEY ON THIS COMPANY!!! We ordered windows back in MAY- we were told it would be no later than end of July/beginning of Aug for installation. Sales lady forgot to include our (tiny-12"x20") bathroom window because she didn't want to climb into the tub to measure and said "that's about the size of a basement window so I will just jot that down". When they came to measure they said it wasn't in the paperwork and they wanted to add an additional $800 for that ONE window so now we have one old window amongst the new.. Windows and doors weren't installed until September 15- one door size was apparently ordered incorrectly (the measurement was correct on the paperwork from the team that came out to measure) and we've still yet to hear where that door is or when we will have that installed (Oct 23), one window has cracked, and there's scuffing between the panes on another. FINALLY got a hold of someone (October 8th) after weeks of calling and they ordered replacement windows for the cracked and scuffed and said another guy would be calling us concerning the loan because THEY MESSED THAT UP TOO. We were sold on the "zero payments and interest for 2 years" promotion they had going on and received our first notice for payment due this month (Oct). We looked into it further and they dated the paperwork for the END of September so we missed the "promotional date" for that even though the loan was applied for in May when we signed everything. The lady said we will be receiving a call from this guy about the loan in a few business days and it has been almost 3 weeks. GO WITH ANOTHER COMPANY THAT WILL TAKE CARE OF YOU!!!!!

Received quote signed contract and they broke the agreement. They claimed not enough info. they sent those person and he had the information. I wonder if they would allow you to break a contract. Very bad business ethics

My wife and I called Sales Representative Jake Frantz to come and give us a quote for 10 replacement windows. We had used Universal Windows last year for replacement of 10 other windows in our home. Jake came to our house measured the windows, explained the safety features and heating/cooling efficiency results the new windows would have. He made sure we understood that the price we paid last year would be honored for this job also. He was very professional both times that he was in our home. His professionalism was the reason we specifically asked for him to return. All of our windows in our home will now be new Universal Direct quality windows!! Couldn't be happier with the service and professionalism this company displays. Dan