Stacey Moving & Storage, Inc.

Business response taken over the phone by Revdex.com staff 5/8/*** *** will call around noon Monday 5/11/to set up a time to correct the doorbell issue Please advise of the best number he could reach you at

Business responded to rejection.***, we will have this dispute resolved with Wells Fargo by November 14thThe $that you paid them will be refunded by Wells Fargo to you per Wells FargoWe will refund the $to the credit card upon receipt of doorAny other questions please feel free to contact meThank You

We sincerely apologize for the issues experienced by this customer, almost all of which are tied to the original paper order taken by a relatively inexperienced sales representative, and all of which we have taken immediate steps to correct. Specifically, as of today's date, our teams have already been back out to the Hadley's residence to rekey all of the locks so that they all fit one key (known as "key-to-like", which unfortunately was not indicated on the original order). The keys provided to the Hadleys at the install on 1/7/worked, but each door had a different key, and the Hadleys did not have the correct key with them when they returned, causing them to be locked out. UWD has already rekeyed the locks and handles free of charge and has agreed to reimburse the Hadleys for the locksmith fee they incurred. With respect to frosting of the windows, this again was not indicated on the original paperwork for the order, and we have placed a rush order on replacing the windows with the finish recently selected by the Hadleys. We sincerely apologize for the issues and delays experienced by this customer, and we have already taken numerous internal steps in retraining our sales personnel with respect to all of the specifications and finish details necessary for future orders involving the doors in question

Thank you for the opportunity to respondCustomer service is our number one priority at Universal Windows Direct, and we welcome the opportunity to resolve this matter to *** *** *** *** full satisfaction
As an initial matter, we are very happy to hear that the *** had “a
great experience” with the window installation that we performed for them earlier this yearWe greatly appreciate their feedbackWe also appreciate the fact that, based upon their earlier positive experience with us, they came back to Universal Windows Direct when they decided to make an additional investment in their home with new custom-made front and rear entryway doors
We also acknowledge and apologize for the delay in completing this orderIn this case, the *** order has been delayed due to a few different factorsFirst, the relatively young sales representative who took the initial measurements for the ***’ new doors was not very familiar with the particular custom doors in question, and he inadvertently mis-measured/mis-identified a couple of measurements that needed to be redone by a more experienced technician (in light of this incident, Universal Windows Direct has already given the young technician who took the initial measurements additional training)Second, while it is true that the *** eventually decided against ordering storm doors, it is also true that the *** were considering ordering storm doors in the days following their initial order, and the door order was delayed for a short time while the *** considered different storm door options (Universal Windows Direct usually places door and storm door orders together in order to ensure matching/sizing)Third, when the finished doors arrived from the factory last week, Universal Windows Direct’s initial attempt to install them had to be postponed due to the severe lake-effect snowstorm that hit last Friday evening, which made it unreasonably unsafe for Universal Windows Direct’s installers to travelWhile it may have been clear in Ashtabula, it was still very snowy and slick in the areas surrounding Universal Windows Direct’s warehouse, and we were not willing to put our installers in harm’s wayNotwithstanding, we apologize for the additional delay caused by this necessary postponement
We recognize that the *** have busy schedules, and we want to minimize any further delay or inconvenienceFor this reason, when we spoke with *** *** yesterday, we agreed to send two full teams of installers to install the doors for the *** as quickly as possible on the first mutually-agreeable date that we could identify - Saturday, January 7, We remain committed to installing the *** new doors in a prompt and professional manner, and we are confident that the *** will be very pleased with the results
Thank you again for the opportunity to respond in this matterPlease feel free to contact us if you have any additional questions

Thank you for the opportunity to respondWe apologize for any delay Mr*** experienced in receiving his refundOur records indicate that Universal Windows Direct timely processed MrAdam's refund immediately upon its receipt of his Notice of CancellationPlease note that the attached
refund check is dated August 25, To the extent that the mailing and/or delivery of the refund check was delayed, such delay was not intentionalWe regularly review our internal processing methods to minimize such delays, and we always strive to provide the best possible customer experienceAt Universal Windows Direct, customer service is our number one priority

We are sorry that MrP*** has had a negative experience with our company, and we would like to try to resolve this matter To that end, our company President just left a voicemail for MrP*** and looks forward to speaking with him We will update as warranted Thank you for your patience and the opportunity to respond

We are done hearing I'm sorry We want to be reimbursed in some wayIf we can't figure this out our next step is to take further action You expect us to follow the contract we have given you enough time to fix the problems and all we get is more and more problems with I'm sorry to follow

Mr***,Thank you for your feedbackUniversal is looking into this matter and will be contacting you shortly with a resolution to your concern.When is a good time for you to be reached?Respectfully,Universal WindowsCustomer Service Dept216-518-

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that I will be working towards a resolution that will be satisfactory to me. Regards, *** ***

We are sorry to hear of this miscommunicationWe are in contact with the customer and are going to see them Friday the 6th to place a order for their free window

Consumer statement taken over the phone by Revdex.com staff 9/10/ Consumer said they did get their refund, cancellation is complete, and they consider the matter resolved

We had no choice in the matterAfter talking with an attorney we decided to again talk with the General Manager *** *** and see if they could possibly explain to us why $3,was a restocking feeThey could not give us any documentation nor explanationHe basically told my husband over the phone it is either the $7,return or nothingI had already before this phone call had contacted the Revdex.com and Angies List about this companyMy husband in order to get a refund check had to sign this documentI still feel that this company acted unfairly and we will never do business with this company againI can send the documentation to you if you like.I did not sign the waiver of liability form they requested my husband to signI notified both Revdex.com and Angies list prior to our phone conversation on August So I am not in breach of any thing

On 8/18/Universal Windows Direct entered into a settlement with *** and *** *** located *** *** Dr *** Ohio *** concerning their order with Universal Windows DirectPlease see the attached settlement agreementPer our agreement $was refunded labeled check
number #***A $restocking fee was paid in accordance with the settlement agreement with customerThe customer also was released from his original agreement with Universal Windows DirectThe file has been closed. The customer is also in breach of settlement Line 6-stating that "they could not make any claims with "The Revdex.com, Angies List, or any Social Media." Universal Windows Direct will be pursuing the breach of the settlement..Thank You,Universal Windows Direct

Business responded to complaint I received a letter today (attached) concerning complaint ID number *** The name on the complaint, *** ***, is for a person we have never done business with We have never met nor spoken with this person I am guessing the complaint
is possibly meant for a competitor with a similar name There are a few companies with similar names in our industry and people do get us mixed up from time to time. Could you please double check with the complainant so that this can be handled appropriately? We work very hard to not got complaints and I’d like to keep our record clear Let me know if I can help. Thanks!-Sam Sam S*Window Universe Clevelandwww.windowuniversecleveland.comoffice: 216.485.2656cell:

To whom it may concern:Thank you for contacting us.  Universal is reviewing the complaint and gathering all information to obtain the best resolution for both sides. Thanks again.Universal Windows Customer Service Team

Consumer response taken over the phone by Revdex.com staff. Consumer reports issue not resolved. Company didn't follow through, did not respond further.

Thank you for the opportunity to respond. We regret that this customer has...

chosen to terminate his purchase contract with Universal Windows Direct. The customer entered into a contract for new windows and was properly advised in writing of his right to cancel the contract within three business days. After the three-day rescission period expired, we placed an order for raw materials for the windows with our supplier. Nearly a week after the order had already been placed and confirmed with our supplier, the customer called to cancel.

Without getting into the details of the customer’s description of events above (some of which we remember quite differently), suffice it to say that we take great pride in the quality of the windows and the other products that we offer. Customer satisfaction is our number one priority, and we will be promptly reaching out to this customer in the hope of reaching a mutually agreeable solution.

We are sorry to hear that Ms. [redacted] reports that she is experiencing a problem with this installation, and we would like nothing more than the opportunity to remedy any issues that may exist free of charge.  Universal Windows Direct takes great pride in both the quality of its windows and the professional quality of its installations.  In fact, this is why all replacement windows from Universal Windows Direct come with a full lifetime warranty.  To the extent that something may have gone wrong with the caulk or any other aspect of the windows on this installation, Universal Windows Direct will not hesitate to honor Ms. [redacted]'s lifetime warranty, and it welcomes the opportunity to fix any such problems that may exist at its sole cost.  However, the only way that UWD can honor its warranty is for Ms. [redacted] to allow UWD's installers to return to her home and inspect the windows.  At the risk of overstating the obvious, unless and until Ms. [redacted] allows UWD the opportunity to inspect and repair this installation, UWD cannot actually make any necessary repairs.  Universal Windows Direct also respects the fact that Ms. [redacted] made a significant investment in her home by purchasing high quality replacement windows, and it remains hopeful that it can promptly complete any necessary repairs to Ms. [redacted]'s full satisfaction if it is simply afforded the opportunity to do so.   However, Ms. [redacted]'s repeated refusal to allow UWD to even inspect the windows in question, her repeated demands for money, and her repeated threats to sue UWD if her demands are not met, all suggest that there may be other motives at work here.  Thank you again for the opportunity to respond.  Customer Satisfaction is our No. 1 Priority at Universal Windows Direct, and we look forward to continue working with the Revdex.com and Ms. [redacted] towards a mutually agreeable resolution of this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Their claim is false.  I have not spoken with any representative from Universal Windows Direct.  I'm not really sure why they would say that.  It's an outright lie.  So, no mutually agreed upon solution has been agreed upon, as their customer service claims.  One adjustment, I would like to make to my original post is that I had the Manager's name wrong with whom I spoke to the week of January 23rd.  I spoke to Steve S, not Nick, and the date was 1/24, not 1/25.As it stands now, this company does nothing but misrepresent themselves.  They doesn't stand by their advertisements.  They makes mistakes and don't hold up their end of the bargain, even when they admit when they are wrong, they don't have the integrity to do the right thing.  Now, they lie about speaking to me and coming to a 'mutually-agreed upon solution'.  Again, this conversation never happened.  Maybe their President and CEO should know how you're conducting business.  Then again, maybe he doesn't care either.   I hope these posts are read by other customers to warn them.  Their customer service doesn't need to contact me because I don't trust this company.  I don't want anything from them.  So, now we are mutually agreed upon.
Regards,
[redacted]

I have attached a copy of our new contract as we were using the rest of the old inventory. That way you can see that we made the changes on our end to remove the B.B.B. logo. Thanks