Unified Window Systems, Inc.

Review: on 12/ **13 ordered 13 vinyl windows , windows were measured by their representative on 12/*/13. Windows were installed on 2/**/14, 12 of the windows were measured incorrectly. Three of the windows were measured and ordered to be replaced in the future by the installer ([redacted]) same day.. I complained to the installer that the 9 of the windows were short by two to three inches length wise. I spoke to [redacted] regarding the balance of bill and paid a portion based upon the three remaining windows not installed. I contacted the sales man [redacted] and told him that 12 of the window were the wrong size, he told me that he would look into it and replace all the windows that were incorrectly sized. [redacted] told me to call [redacted] who is the installer [redacted], I spoke to [redacted] and he came to my home and inspected the windows and the photos of the installation. [redacted] told me that he would come out and take the measurements so he could replace the windows. I called [redacted] on 3/*/14 and left a message called again on 3/*/14 left a message . Called on 3/**/14 and 3/**/14 and left messages never called me back. On 3/**/14 they were supposed to install the three windows which were ordered on 2/**/14 they never showed up or had the decency of calling me.Desired Settlement: I f they can not replace the incorrectly sized windows , I expect a refund for the windows which I paid for.

Business

Response:

To whom it may concern:

[redacted]'s windows were inspected by our [redacted] who assured him that all new windows have been ordered with the manufacturer. [redacted] will be contacted within the next 2 weeks by our scheduling dept to arrange to have the new windows installed.

Thank you very much for your assistance in this matter. We apologize for any inconvenience this has caused our customer.

Unified Window Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had unified windows and doors replace my roof and siding in 2013 . Soon after the job was completed I started getting water in my basement . I call unified and they sent a repair out and is told the problem was solved. Well it wasn't every time in rained my basement flood causing my newly remodeled basement flooring to be destroyed. After about 10 visits the roofing repair tech told me that it wasn't the roof it was the siding that was installed wrong which left a opening that alowwed water to flow to the basement . Unified sent out a tech to fix the issue and I still have the problem. Unified also sent out a [redacted] . The [redacted] took my garden hose and ran water on the siding and verified that there was a issue because the water ran straight to the basement. I was promised that when there tech comes off vacation he would be at my home to fix the problem . That was four weeks ago . I also was told that they would send out there insurance company to address the damages to my property. I paid unified over 12000 in full to have this work done after hurricane sandy and it is unfair that I would have to deal with this problem for over a year.Desired Settlement: Fix issue and to pay for all damages that was cause by faulty work.

Business

Response:

Our mission at Unified Windows is to provide our customers with the best products and installation experience at affordable prices. We believe that our customers are the most important part of our business and our goal is to ensure that each one is completely satisfied. Some installations are more difficult than others and may have several factors that contribute to problems on a job. We are committed to working through these issues and providing our customer with a completed project on their home as if it was our own.

We have been working on fixing this customers leak which has been a challenge but we have kept trying. We suspect the issue could involve the foundation but have now scheduled another appointment. We intend to do whatever is needed to stop this leak permanently and once we are sure the leak is stopped we will address any water damage in the basement. Although there was extensive damage to the basement prior to the roof being done, the customer has assured us he knows which damage was old and which is new.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

2/*/2015

This is a on going issue that I have with unified windows . I had siding and a roof done by this company the siding still leaks and it has ruin my basement . Every time I call unified windows they have assured me that they will take care of the problem and pay for all damage done by their faulty work . I've hade a manager out to my home where he verfityed that there is a problem with the siding insulation and he promised to take care of all damages and fix the problem . That was in November of 2014 and I still have gotten no where.

I would like unified windows to either repair my siding and pay to have my basement redone or give me a full refund for my siding and funds to hire a new contractor to repair my basement .

Sincerely,[redacted]

Business

Response:

Our mission at Unified Windows is to provide our customers with the best products and installation experience at affordable prices. We believe that our customers are the most important part of our business and our goal is to ensure that each one is completely satisfied. Some installations are more difficult than others and may have several factors that contribute to problems on a job. We are committed to working through these issues and providing our customer with a completed project on their home as if it was our own. I am confused by this continued process from the Revdex.com. We responded that we have a set appointment with the customer. We have an appointment set for the [redacted] of February which was in our original response. We have been back to this house more than 6 times and have done thousands of dollars’ worth of work to correct a problem we do not believe is actually our responsibility. The customer has a large awning which was attached to the house prior to the siding being done. Removing that awning and reinstalling it was not part of the original contract but we will be removing the new siding again (which we have done a few times already) this time removing the awning from the house to install a drip edge on the awning to be100% sure the siding cannot possibly be causing the problem once and for all. We will also be recapping the frame of the basement door also as a precautionary measure since the door is where the leak seems to be coming from. We cannot address any interior issues until we get the leak stopped which we have told the customer on many occasions. I do not understand what more we can do until we go back out on the [redacted] and get this leak stopped. Our company is fully insured for the interior damage. Once the leak is stopped we will either pay for any damages to the interior ourselves or if we cannot come to terms with the customer on what is actually our responsibility we will turn it over to our insurance company to send out an independent adjuster to determine what the damages are. Either waythe customer would be covered.Respectfully[redacted]

Review: In September 2004 I purchased a fully finished steel front entry door (with a "full lifetime guarantee" and "all warranties and guarantees by the various manufacturers") from the company. The finish on the door is white and the door was installed by the company. I also purchased a full glass storm door from the company at that time to protect the steel entry door from the elements. I recently noticed several areas of rust spots appearing from under the exterior surface of the entry door which have become visible through the white surface. There is no damage to the exterior surface of the door in the areas where the rust spots are forming. I contacted the company and spoke to [redacted], an individual identified only as "[redacted]," and was informed that the guarantee/warranty only covers "warping" (although I don't know how a steel door could warp), and that I should sand the door down and repaint it myself. I asked [redacted] to send someone to inspect the door to see that the rust is actually forming from underneath the exterior surface of the door and he declined. I informed him at that time that I would be filing a formal complaint. The following day I received a message from an individual identified as "[redacted]" who stated that he wanted to speak to me about my complaint, but every time that I have called the company and asked to speak with him he is unavailable. The steel entry door is only nine (9) years old. It is rusting from the inside. Whether under the explicit guarantee/warranty from the company, or under an implied warranty of merchantability, the door is defective.Desired Settlement: The door is defective and needs to be replaced under the guarantee/warranty.

Business

Response:

To whom it may concern,

[redacted] was immediately advised of the $85 service charge that was needed to begin the warranty process.

This is not the first time that a customer did not fully understand the great benefit of our warranty program. The truth is that our warranty program is one of the best, if not the best in our industry. Within the first year of a completed job there are no charges associated with a warranteed item.After the first year there is a one time service fee( like an insurance deductable) of $85. Once the $85 service fee is paid there are no other additional charges for any labor or materials. This is our standard procedure for all issues or repairs that require a field inspection to as what steps need to be taken to address the customers concerns.

Thank you for your assistance in this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Firstly, I have absolutely no idea what $85 charge they are referring to in their response. I have never heard of any such fee and no fee was mentioned to me by [redacted] who initially informed me that the door was only warrantied against "warping." More importantly, the sales document that I have in my possession states that the company represents that it will "secure for the benefit of the owner all warranties and guarantees by the various manufacturers" as part of the purchase price. There is no additional charge for that promise expressed to me or the corresponding obligation to do so placed upon them. Further, there can be no additional charge for an implied warranty of merchantability for a particular product. That is the essence of the word "implied." All of that said, I am asserting that the steel entry door is defective and, most likely, from some sort of manufacturing failure. Again, the door is rusting from the inside underneath the finish of the exterior surface. It is truly amazing that the first time there is any mention of any $85 fee is after I have submitted a formal complaint to the Revdex.com. What is even more shocking is that they apparently do not even think that there is any need to come to inspect the door to determine the problem. They are apparently able to determine that the defect is not their responsibility without even leaving their offices. As is clearly evident, there is no proposed resolution to my complaint from the company, other than to attempt to avoid the liability that they voluntarily and legally assumed under the sale agreement.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The simple fact is that any contract that was signed more then a year ago and has a service issue that requires a visit by a service technician, will incur a one time service charge. This is clearly stated on the contract that [redacted] signed with us more then 9 years ago along with the explanation that the products covered by the warranty can be serviced for a reasonable charge. This will be our last attempt to address the misleading statements and accusations regarding our products and warranty program that this customer has stated. Upon receipt of the service charge payment we will be happy to initiate our warranty process.

Thank you for your assistance.

[redacted]- Unified Window Systems

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once again, contrary to the continued evasive, redundant and irrelevant responses from the company, this complaint is not about some service fee, but rather the question of whether the company will stand behind one of their core consumer products. The complaint, which the company continues to avoid, remains without response even as of today. Once more, the complaint is that a steel entry door purchased in 2004 is now rusting from the inside through to the outer surface and is, therefore, defective. This is not a "service" or a "repair" issue - it is an assertion that the product that the company sold and installed does not meet industry standards. As previously stated, the literature provided by the company at the time of the sale/installation states that "[t]he door comes painted inside and out in any color with an eight coat baked enamel finish. Just like a car's finish it never needs to be repainted or refinished." There has been no substantive response to this complaint from the company since the initial filing with the Revdex.com and, as such, there is no proposed resolution to be considered. As for the "take it or leave it" tone and tenor of the messages from the company, my only response it that their words speak volumes as to the company's commitment to its customers.

Sincerely,

Review: the salesman came to my house and priced a basment window for me at $294. I agreed to the price and gave a $100 deposit. after a week I recieved a call that he cant get that window but could get me a similier window for $425. I said no and asked to have my money refunded. He said he was doing me a favor by getting the window for me and that he was gfoing out of his way. he said the only way I could get my check back was to send back the card in the sale agreement that said I was cancelling. The card said that I would need to send it in withing 3 days. it was already a week later. he said I could get my money back until I did it and I sent it in but still have not recieved the check. There is no reason I should have to go out of my way to get my check back if they cant supply the agreed item. they seemed unscrupulous, selling me one item and then telling me I would have to pay more to get the work done.Desired Settlement: none yet

Refund-Check

Business

Response:

We are bound by law to have a cancellation notice signed by the customer. The cancellation notice itself was created by the government oversight committee and we are required to print them in that exact way. This customer signed the cancellation and dated it himself 1/**/14. The notice requires us to return the deposit in 10 business days. Today has only been 8 business days and the check is written. It can be mailed today or picked up by the customer. Please have him let me know which he would prefer. I can be reached anytime at ###-###-####.

I would also think that once again this complaint should be removed from our record since we have done nothing wrong and followed our policy and the law to the letter.

Review: a storm storm door and steel door were installed in rear of our home in april of 2013. the company, prior to installation, unified window systems , sent a person to measure to insure a proper installion . during the month of january 2014, with the brutal temps we noticed cold air coming in. an inspector came and told us the seal was tight. a short time after I opened the door and noticed all these openings on the window part of the storm door . it doesnt go all the way to the top. there is at least 1/2 opening on the top and bottom as well as opening in slots on both sides. the service guy told us the door is intenionally designed that way to prevent fog. he also told us this information is on the rear of the contract. not so. only info there concerns leaks. cold air isnt a leak. he was told that its impossible to believe that doors designed for the north east would have these openings.we purchased a door from home depot and there isnt a single opening. there is nothing he can or will do. we've wasted costly fuel that heats our home. since that conversation, to insure less wind entering and less fuel wasted, we've placed weather stripping around. this is shamelful. how does a business design an outer door with a window that doesnt close and therefore doesnt protect. we will never do business with them or sure never recommend them.Desired Settlement: the ads that are online show their storm doors with windows that go all the way to the top. the exact opposite of what we're being told. we are not is and havent seen a storm door with a window that doesnt closeall the way to make a tight seal.

Replacement

Business

Response:

We are sending our General manager out on monday 2/*/2014 to inspect the storm door and we have discussed with [redacted] that a storm door will not be air tight.

Business

Response:

Repair has been completed

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,