Universal Windows Direct of Baltimore

9 26 26 purchased 3 windows.No install til 2 6 26.Was told October windows to be built and November they would be installed . I then sent 3 checks to UWD to get ahead on payments. They claimed they only got 1. They cashed this check and never got it posted to my account. I called over and over again about the other checks. No resolve til this day on them.If the first check got there. I believe the other two did too. After this mess , they told me Green Sky is who must be paid. So,chaos ultimate chaos occurred. A claim that investigations by Green Sky were going on. I guess they are still figuring out where my checks are to UWD.... Then l sent payments about three or four sent to Grern Sky; not a ll were deducted from my account yet. Windows were finally put in on 2/6/26. This has been a total nightmare for a 70 year old woman!! ; me. They will be paid in full. No recomm endations ever will be given by me. Two staffers were nice; one was very ugly..argued with me and slammed the phone down on me. So sad how I have been treated. Why ?.??

Excellent job done on replacing our old windows and door. Highly recommend this company if anyone wants to install new windows at their home. The crew also helped us in putting our window blinds up after installation. Great experience! ?? On 07/23/25 we had the sales rep come out, on 07/25/25 we had the order confirmed, on 10/22/25 we had the new windows installed in our home. However, there was an issue with one of the bathroom window as it was supposed to be grid design window instead of plain window. I noticed that the same day of the installation and called UWD right away to get this taken care and replace that window. I was promised that it would be fixed within 2 weeks as they would rush order the replacement window for us. Today on 01/15/26 we still have not had that window replaced after repeated calls to the Baltimore office and speaking with multiple associates to get this matter resolved. It is so frustrating to not get the right windows in the first place and then not getting a proper response from the office of when the right window will be installed. At this time, we owe a small balance on our final payment and my request to the office is we are willing to keep the existing non-grid window in place of waving off the final balance due which would be a win-win for both of us as I understand its a hassle to pay for the labor crew to come out again and replace the one window; but UWD is not able to assist with this request as well. Its been more than 6 months when we had the initial order placed till today and still not getting the job done correctly first time without proper communication and follow-up is not what I expected from UWD. I would certainly not be willing to work with this company in the future if I need any home projects done down the road.

The Sales Rep, Brant Nielsen, was very informative. He gave us 2 window options and explained the quality differences. We selected the better window than standard. The Installers finished the job at 5pm. It is 8pm at 46 degrees outside and our house heat has not come on yet. The Installers were also very professional and detailed oriented.

UPDATE: I originally gave 2 stars, but I am now changing it to 1 star. I was promised a small refund back in August for all the troubles that we had from start to finish with the company. It is now October and I am still waiting for it. I have followed up with the manager multiple times, but I'm still waiting. At this point I'm not going to hold my breath. Let's start with We were lied to by our sales rep, Dan, likely to just make a sale. He promised an install date of July 15 that should have never been given to us (this date was important because we had someone try to break in to our house by smashing one of our windows and wanted to get it replaced as soon as possible). When the final measurements were scheduled, we would told we could schedule for after 4pm. When they called to confirm the appointment they said that a time was never ok'd and that someone needed to be home between 2-4. I called customer service to explain that my husband was told that as long as someone was home at 4pm, they could do the measurements. I had to leave work to be home in the time they wanted someone there and the person still didn't show until 4pm. When we called to see what time the install was happening on the day we were promised, the person I spoke to called us liars, said we were never told a date and that we didn't know what we were talking about, basically gaslighting us. I explained that I had taken the day off work and made arrangements for my dogs because we were promised July 15th. I asked to speak to a manager and she refused to connect me with one stating "I am a manager" even after asking to speak to someone above her. I asked again to speak to a manager at the beginning of July, then again at the end of July and finally in August. The only reason that I gave 2 stars (I was only going to give 1 star) is because of the manager Mike who ended up reaching out to me. He listened to me and my frustrations with the whole process and apologized stating that he knows of other instances where the same sales rep we had gave someone an installation date when he shouldn't have. He promised to do further training with the sales rep as well as the rude person who called us liars and claimed to be a manager. He also took a lot of notes and passed them on to his regional manager. If you want to get in touch with someone It's nearly impossible to get someone on the phone. You almost always have to leave a message, even if it's an important matter. The app they tell you to download is a waste of time. All it's good for is referrals. It says you should be able to follow the project, but that's not true. We finally got our windows installed a month after we were promised and as nice as the windows are and how seamless the install went, I hate to say that we will likely never use Universal Windows Direct and will never refer anyone to them due to their horrible customer service and the way they treat and talk to their customers. If you want a place with good customer service and respects their customers, Universal Windows Direct is not the place.