Stacey Moving & Storage, Inc.

I was contacted by an attorney representing Universal Windows Direct (UWD) earlier today.
He stated that the company would like to resolve this issue by canceling the contract and refund my deposit. Unfortunately since I was told I would end up in court by one of their company representatives I contacted my attorney to assist with this issue.
According to the UWD attorney he is bound ethically to contact my attorney to resolve.
I provided contact information.
I would like to close this issue but at this time I cannot state that it is resolved.

Thank you for your feedback. We are aware of the customers concern and are working closely with our factory to provide the customer with a brand new door. We will contact the customer shortly with a solution... Thank You,Universal Windows DirectCustomer Service

Email update from consumer:This issue has been successfully resolved. Refund received. Thank you for your assistance,[redacted]

Consumer sent following...

response:Dear [redacted]:Thank you for your prompt response concerning our recent door purchase from Universal Windows Direct.To confirm, we agreed on our phone call on October 2, 2014 that a full refund will be processed from our account.The total bill was $8,450.The deposit of $1,000 was made on April 1, 2014 on our Chase VISA card.The Chase credit card company has also been notified of this refund of the deposit.I contacted Chase on October 8, 2014 regarding the deposit.Their dispute department indicated that Universal Windows would have to either contact Chase and refund our deposit orpay the full amount of $1,000 back to me.Which method of payment is agreeable to Universal?Please let me know via email.In addition, the remaining balance of $7,450 was provided by Wells Fargo Company.This amount was to be paid in full within 3 years of no interest financing.I have paid a total of $630 on this account.A payment of $210 is due on October 14, 2014.You indicated on the above phone call that you will contact Wells Fargo to suspend this payment.I did contact Wells Fargo on October 8, 2014.They did indicate that the October payment has been suspended.However, they need to resolve the remaining balance by November 14, 2012.Would you be able to resolve this by that date?Please let me know via email.We have agreed to the following:1) A new front door from a different source will be purchased by us.2) We will contact you when the new door will be installed.3) You will then pick up your door at that time.4) The full refund of $1,630 will be issued upon receipt of the door.5) The remaining balance of $7,450 will be credited to our Wells Fargo account to bring this account to a zero balance.Thank you again for this resolution,[redacted]

Thank you for bringing this matter to our attention. While UWD’s print, online, radio, and television advertisements all disclose that certain restrictions may apply to its promotions (such as the owner-occupier restriction referenced by this customer), we are always updating our website and other...

communication outlets to ensure that such information is more easily accessible. In this case, we have already had additional communications with Mr. P[redacted], and we believe that we have arrived at a mutually-agreeable solution to resolve this matter. Providing excellent customer service is our number one priority at Universal Windows Direct!

We appreciate the feedback and apologize for the problem that this customer is experiencing with one of the four windows that we installed.  We are aware of the problem, and we have reached out to the customer to discuss proposed resolutions.  We will update this response once the matter is resolved.  Thank you again for the opportunity to address this situation.  Customer satisfaction is our number one priority at Universal Windows Direct.

Thank you for contacting us. We are in the process investigating this matter, and have attempted to contact the customer multiple times, so far without success. We will continue to reach out to the customer in the hope of amicably resolving any issues to the customer's satisfaction. Customer...

satisfaction is our number one priority.

We apologize for the misunderstanding/mis-communication with Mr. [redacted], and we appreciate the opportunity to respond. Please be advised that we have already contacted Mr. [redacted] directly and are in the process of resolving this matter to his complete satisfaction. He will soon be receiving his...

new window delivered and installed free of charge. Customer satisfaction is our number one priority here at Universal Windows Direct.

To whom it may concern:Thank you for contacting us. Universal has been trying to contact the customer since early Feb to resolve with no response. Please have the customer contact us about this misunderstanding. We will also continue our efforts to contact the customer.Thank You,Universal Windows...

Customer Service Team

The company misrepresented themselves, from the beginning.  Not only did they give me an unprofessional job, my windows are different from what the salesman showed us.  Do you know what it's like to have something NEW, only to need an immediate repair?  And, upon further inspection, it is different from what you were shown to receive?  I have photos of the bad work.  I have had no contact with them since before I contacted your office.  I do have an atty. on another matter, but have not consulted about this issue.  My reference was in asking them if I should speak to him on this matter.  Their employees were grumbling about driving the distance to my home, and smoking in the yard, and the smell came into my home.  They rushed their work, and I couldn't even get an acknowledgement other than a repair.  I felt like it would be worse, the second time around, on brand new $2500 Windows!  Would I want a poor mechanic fixing my brakes, NO!  Is there anything you can do on my behalf?  Universal Windows direct is lying, and being snarky about my motives.  This makes me sick!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you for contacting us.  We are sorry to learn that this customer is not 100% satisfied with her purchase, and we are currently working with her to address her concerns.  The customer contracted with Universal Windows Direct for siding on March 26, 2016 and the siding was installed...

shortly thereafter.   As indicated in her contract (a copy of which is attached), the customer selected "Storm" as the color for all siding, and she selected "shake" style siding for the peak of her front roof (which is a common decorative accent choice for this type of roof).  Universal Windows Direct installed this job as agreed, but the customer later decided that she preferred a different option.  Notwithstanding, Universal Windows Direct wants every customer to be fully-satisfied with their purchase, and we are currently working with her to resolve this matter to her complete satisfaction.  We want her to love her new siding!

Thank you for your email.  We apologize for this misunderstanding and we have already contacted this customer to resolve the situation to his complete satisfaction.  Customer satisfaction is our top priority at Universal Windows Direct!

[redacted],We are sorry for any inconvenience. At the moment we converting our old database into a new one which is causing us trouble with call logging. We will remove your name fully from the database so this wont happen again.Thanks,Universal Windows Direct

Thank you for the opportunity to respond to this complaint.  Universal Windows Direct, Inc. takes great pride in both the quality of its windows and its commitment to customer service.  As detailed below, we are aware of Ms. [redacted]'s complaint, and have been actively attempting to remedy...

any problems that she may be experiencing with her windows.  Mrs. [redacted] and her husband originally purchased four custom replacement double-hung windows from Universal Windows Direct, Inc. on May 17, 2016.  Once the windows were completed and assembled, Universal made arrangements with Mrs. [redacted] to have them installed in their home.  The installation went forward on June 29, 2016, and Mrs. [redacted] was present during the installation.  At that time, Mrs. [redacted] seemed pleased with the installed windows, and she did not indicate that she had any complaints or concerns regarding the windows or their installation to Universal's installers on site.Shortly thereafter, however, Mrs. [redacted] began posting complaints regarding Universal on the company's [redacted] page.  Universal immediately responded to Mrs. [redacted] via [redacted] Messenger (a kind of text messaging system) attempting to identify any problems she may be experiencing and make arrangements for any necessary repairs.  Scanned copies of these messages are attached to this response for your reference.  In addition, Universal attempted to reach Mrs. [redacted] by telephone numerous times (leaving approximately six voicemails for Mrs. [redacted] and her husband).  Unfortunately, Mrs. [redacted] has been unable or unwilling to speak with Universal directly regarding any alleged problems with her installed window, or to make arrangements for Universal to come back to her home in order to make any necessary repairs that.  Rather, as shown in the attached messages, Mrs. [redacted] has refused to speak with Universal by phone and is demanding that Universal simply send her a  check for a partial refund.  Moreover, Mrs. [redacted] has threatened to sue Universal and to post more negative comments regarding the company on social media and other outlets if the company does not immediately comply with her demands.  Universal remains ready, willing, and able to come inspect Mrs. [redacted]'s windows and make any necessary repairs at its cost.  Universal takes quality  of its windows and its installations very seriously, and if there is in fact a problem with this installed job, we would like the opportunity to fix the problem and ensure that it is remedied going forward.  However, this is impossible unless we are permitted to return and inspect the installation in order to identify and fix any problems that may exist.Thank you again for the opportunity to respond.  Providing high customer service our top priority at Universal Windows Direct, Inc., and we look forward to resolving this matter to everyone's satisfaction in the very near future.  Please feel free to contact me with any additional questions.