Stacey Moving & Storage

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, 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!

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

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 sidesThanks again.Universal Windows Customer Service Team

Consumer sent following response:Dear ***: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, that a full refund will be processed from our account.The total bill was $8,450.The deposit of $1,was made on April 1, 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, 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,back to me.Which method of payment is agreeable to Universal?Please let me know via email.In addition, the remaining balance of $7,was provided by Wells Fargo Company.This amount was to be paid in full within years of no interest financing.I have paid a total of $on this account.A payment of $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,will be issued upon receipt of the door.5) The remaining balance of $7,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 the opportunity to respondWe regret that this customer has chosen to terminate his purchase contract with Universal Windows DirectThe customer entered into a contract for new windows and was properly advised in writing of his right to cancel the contract within three business daysAfter the three-day rescission period expired, we placed an order for raw materials for the windows with our supplierNearly 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 offerCustomer 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 apologize for the misunderstanding/mis-communication with Mr [redacted] , and we appreciate the opportunity to respondPlease be advised that we have already contacted Mr [redacted] directly and are in the process of resolving this matter to his complete satisfactionHe will soon be receiving his new window delivered and installed free of chargeCustomer satisfaction is our number one priority here at Universal Windows Direct

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!

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

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

Thank you for the opportunity to respond to this complaint Universal Windows Direct, Inctakes 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, Incon May 17, 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

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]