Unique Home Designs, Inc.

This is not just service rust.My research online shows this is an ongoing issue with this door so replacing it will cost me money then it will happen again.I'd rather get a repair credit so that I may fix it.

To Whom it may concern, This email is in regards to Revdex.com complaint #[redacted]. We have been in contact via email and phone with Mr. [redacted] regarding the customer on his door. Customer purchased one of our steel doors just under one year ago. Rust is not covered under our steel door warranty,...

however as a one time courtesy, we are going to make an exception this time. We have offered to ship a new double door to customer. Labor of uninstall and reinstall will not be covered. Please let me know if you have any questions or concerns. Thank you,Katharine D[redacted]

THE PROBLEM WAS RESOLVED QUITE FAVORABLY BY [redacted] FACTORY REPRESENTATIVE FOR UNIQUE Home DESIGNS.THE PROBLEM WITH MY DOOR WAS COMPLETLY RESOLVED AND MR. [redacted] WAS VERY COURTEOUS AND UNDERSTANDING AND A  PERFECT RESOLUTION WAS  MADE  ANY QUESTIONS YOU CAN CONTACT ME AT [redacted] AND ALSO THANK YOU FOR ALL YOUR HELP

Based on all the information available to us including the pictures of the door supplied by Mr. [redacted], the door itself appears to be within our specifications.  In the spirit of customer satisfaction, however, we have offered to provide Mr. [redacted] a new door.  This would require Mr. [redacted]...

to remove the door he installed and return it to The [redacted].  We will arrange with the [redacted] store to replace the door at no cost – for the door itself -to Mr. [redacted].   Mr. [redacted] purchased the door from The [redacted] and installed it himself.  The [redacted] offers professional installation services and Unique Home Designs supports DIY installers with detailed installation videos on the [redacted].com website. We hope Mr. [redacted] will accept our offer for a new door and await his response so we can make arrangements with the store in question.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To Whom it may concern, I wanted to make you aware that Unique Home Designs has contact the customer directly through email to hopefully get a better understand of the quality issues Mr. [redacted] has experienced with our patio screen doors. We look forward to the...

oppertunity to work with him on a resolution. Thank you,Unique Home Designs

I am writing to provide additional information from our follow up with customer [redacted].   UHD is focused on ensuring complete customer satisfaction. As the manufacturer, we are very interested in supplying consumers with a quality product that delivers the expected performance. Anytime we hear problems encountered in the use of one of our products, we want to get involved and resolve the difficulties the best we can.  We have offered customer to replace his door and cover the labor fee as well. Custoemer agreed that this would be ok if he did not have to pay for the door or labor.   Kind Regards,   The Customer Satisfaction Team Unique Home Designs Phone: ###-###-#### Fax: ###-###-####

THE PROBLEM WAS RESOLVED QUITE FAVORABLY BY [redacted] FACTORY REPRESENTATIVE FOR UNIQUE Home DESIGNS.THE PROBLEM WITH MY DOOR WAS COMPLETLY RESOLVED AND MR. [redacted] WAS VERY COURTEOUS AND UNDERSTANDING AND A  PERFECT RESOLUTION WAS  MADE  ANY QUESTIONS YOU CAN CONTACT ME AT [redacted] AND ALSO THANK YOU FOR ALL YOUR HELP

To whom it may concern, In regards to Complaint # [redacted]. We have attempted to contact Mr. [redacted]. We would like to send Mr. [redacted] a free trim kit so that he can install the Unique [redacted] Designs door he purchased. If customer would prefer refund, we will honor that request. Once...

we’ve confirm with Mr. [redacted] which option he would prefer, we will send an update on the “submit a Response” on the Revdex.com website. Please let me know if you have any questions. Thank you,Customer Relations TeamToll Free: [redacted]Fax: [redacted]

Based on all the information available to us including the pictures of the door supplied by Mr. [redacted], the door itself appears to be within our specifications.  In the spirit of customer...

satisfaction, however, we have offered to provide Mr. [redacted] a new door.  This would require Mr. [redacted] to remove the door he installed and return it to The [redacted].  We will arrange with the [redacted] store to replace the door at no cost – for the door itself -to Mr. [redacted].   Mr. [redacted] purchased the door from The [redacted] and installed it himself.  The [redacted] offers professional installation services and Unique Home Designs supports DIY installers with detailed installation videos on the [redacted].com website. We hope Mr. [redacted] will accept our offer for a new door and await his response so we can make arrangements with the store in question.

To whom it may concern, In regards to Complaint # [redacted]. We have attempted to contact Mr. [redacted]. We would like to send Mr. [redacted] a free trim kit so that he can install the Unique [redacted] Designs door he purchased. If customer would prefer refund, we will honor that request. Once...

we’ve confirm with Mr. [redacted] which option he would prefer, we will send an update on the “submit a Response” on the Revdex.com website. Please let me know if you have any questions. Thank you,Customer Relations TeamToll Free: [redacted]Fax: [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom it may concern, I wanted to make you aware that Unique Home Designs has contact the customer directly through email to hopefully get a better understand of the quality issues Mr. [redacted] has experienced with our patio screen doors. We look forward to...

the oppertunity to work with him on a resolution. Thank you,Unique Home Designs

Review: Purchased a [redacted] security door white from [redacted]t on 10/2/12 and it was installed on my home 10/6/12. the screening on the door has completely rusted and the companys solution is to send me touch up paint. The WHOLE door screen is rusted after only 9 months of use. This is a bad finish on the door not a touch up paint issue.Desired Settlement: I want a new door installed. One that has been properly finished with the white paint and coating. I expect the door and installation should be no charge.

Review: Purchased Riviera model Screen Door from [redacted] by Unique [redacted] Designs. It stated that a free trim kit is available upon request by going to their site: [redacted]

Going to the specified site, return page error could not be found. Since I purchased it more than a month ago from [redacted], it has passed the return date. And I'm stuck with an expensive screen door that I cannot install and cannot return. I need the trim kit for me to install the screen door apparently! The specified door size of 32" is not the true size. It is smaller and if you want to install it to be 32" door, I need that free trim kit.

Going thru their site on everything I could clicked on, yield nothing on where to get the free trim kit. Nor I could find the phone number to contact the manufacturer.

Searching on [redacted] website on the screen door I purchased, have many complaints by customers equally frustrated with their purchase and misleading advertising on free trim kit. Wished I checked [redacted] site first for customers reviews before purchasing this screen door. Cost me almost $100 for this junk that cannot be installed.Desired Settlement: I would like a refund either by the manufacturer or [redacted]. The screen door has not been opened at all by me. Still in original condition with the plastic cover.

Business

Response:

To whom it may concern, In regards to Complaint # [redacted]. We have attempted to contact Mr. [redacted]. We would like to send Mr. [redacted] a free trim kit so that he can install the Unique [redacted] Designs door he purchased. If customer would prefer refund, we will honor that request. Once we’ve confirm with Mr. [redacted] which option he would prefer, we will send an update on the “submit a Response” on the Revdex.com website. Please let me know if you have any questions. Thank you,Customer Relations TeamToll Free: [redacted]Fax: [redacted]

Review: I had 4 Unique Doors installed in my home over 5 years ago. I am so fed up with Unique Doors lack of customer service. The doors are of excellent quality and, accordingly, expensive. But their CS is abysmal, at best. I was looking to see how they were rated by Revdex.com. Wish I could make a report. My double door has a very poorly designed locking mechanism. Though seldom used, it nearly amputated my finger. It is something that should have been corrected by improving this feature. Unique Doors could not have cared less about this issue, but were quick to charge for a service call.

Now I have a problem with one of the closers. It needs to be repaired or replaced. Again, their response was disconcerting. The suggested replacement did not work as a replacement. And I do not want to remove all the screws and have to drill additional holes in the same area.Desired Settlement: There should be a replacement that fits perfectly and replaces only the barrel, and not have to reinstall the bracket. This is so maddening!

Business

Response:

This email is regarding your claim that was filed with the Revdex.com in July of 2013. We were just recently made aware of your claim and do apologize for the delayed response. We would like to rectify this situation. We are aware that your claim is regarding the locking mechanism on your double door and also an issue with a closer on either the same door or a separate door entirely. We are requesting some clarification on the locking mechanism for your double door, is it the lever and dead bolt that you are having issues with or the pins that hold the inactive door in place? Any insight would be greatly appreciated. Please feel free to contact me at your earliest convenience at [redacted]. I look forward to hearing from you. Have a nice day,[redacted]Unique Home Designs, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Review: Unique Home Designs delivered through [redacted] a defective Pima Outswing SECURITY Door Model#[redacted]. The lockside jamb was manufactured in an irregular manner. The door will not close tight which allows Scorpions, Black Widows and every other poisonous and undesirable insect to enter premises. This is a burglar proof security door and was very hard to install and even harder to uninstall. This door is made to be burglar proof! The framing is attached to the house framing with one way lag screws and are not meant to be removed as they are burglar proof. Unique Home Designs after numerous calls to their office by me and [redacted] refuses to send or purchase the part needed to fix this problem. Unique Home Designs say they don't stock any parts and that I need to remove the whole door and send it back to them! This door & frame came by freight trucking it was so heavy. If it is burglar proof can you imagine how long if possible to remove the ONE WAY lag screws! [redacted] did give me a $150 gift certificate for remove and reinstalling the lockside jamb, but has gotten nowhere with their supplier Unique Home Designs.Desired Settlement: Replace the lockside jamb for their model#[redacted] Pima 36x80. Order a new door, have [redacted] deliver this very heavy door, take the replacement jamb from the package in exchange for the defective jamb. I do not want the whole door, only the lockside jamb.

Business

Response:

Good Afternoon Mr. [redacted],This email is regarding your claim that was filed with the Revdex.com in July of 2013. We were just recently made aware of your claim and do apologize for the delayed response. We would like to rectify the situation. We are aware that the claim is concerning the lock side jamb of your 36x80 PIMA security door. If this issue has yet to be resolved we do have two possible solutions for you. The first solution would be to send just the lock side jamb for the PIMA directly to your home along with replacement one-way screws and a one-way driver that is used for installation and un-installation of these screws and you will be able to do the install yourself. The second solution would be to send these parts to [redacted] and have a [redacted] installer come to your home and replace the lock side jamb free of charge. Please feel free to contact me at your earliest convenience at [email protected] if either of these resolutions are acceptable. Thank you and have a nice day,[redacted]Unique Home Designs, Inc.Customer Service Analyst###-###-#### Toll Free###-###-#### Fax

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This issue was resolved by the retailer [redacted], not the vendor. The vendor obviously does not stand by their lifetime warrantee in replacing the security door in a timely fashion as the retailer replaced it as their expense.

Regards,

Business

Response:

[redacted]In regards to the recent claim filed on the Revdex.com site from Mr. [redacted], CS did reach out to this customer via email on1/2/2014 advising him that we do apologize,and would like to rectify the situation. His claim was in regards to the lock side jamb of his 36x80 pima door. We did not hear back from this customer. We then called customer and left a voicemail. We again did not hear from customer. We then reached out again to customer on 1/15/2014. Again, we did not hear from customer. [redacted] sent this information via email to Lyndsey Mullens at the Revdex.com on 2/13. Lyndsey responded to Lori's email with confirmation that she had received this information from us.

I've order a solana security screen door (by Unique Home Designs) from the [redacted] store back on March 15 2013. The first 2 times it was delivered to the [redacted] prior to the installation, they were delivered defective.

The door was finally installed on May 30th 2013 with some slightly chipped paint on the upper right hand corner of the door. However, it was at least functional so I accepted the shipment.

I've had to spend 3 mornings of my working days to arrange for the door installation due to these defective shipments. The [redacted] reached out to this business to request on my behalf for a concession but was denied.

I would recommend any business doing any 3rd party selling of Unique's products to work with them on defective products delivered.

If anyone wants to know more about this business transaction, please speak with the [redacted] regarding this order provide below

[redacted] Order ID: 6**SSN**

They provided rollers for a sliding screen door at no charge when I called and explained that I needed some. I had them in the mail in three days.

Review: I bought an arcadia 36/80 security door and installed myself properly and then I realized the screen door was defective. the top hinge was welded improperly making the door kinked and difficult to close properly. I spoke with [redacted] A Representative for the company and requested they bring out a new door and install it for me . they refused saying I should just bring the door back to [redacted] where I bought it and they would give me a new one. I requested them to take it off and install the new one or give me 200.00 dollars for take off and replacement. the reason I came up with that sum was they charge 150.00 for installation and since I installed it perfectly they should have to do the same with a new doorDesired Settlement: my desired outcome is for them to bring a new door to replace the defective one and install it. I believe they should be the ones to correct the problem since it was their product that caused the problem

Business

Response:

Based on all the information available to us including the pictures of the door supplied by Mr. [redacted], the door itself appears to be within our specifications. In the spirit of customer satisfaction, however, we have offered to provide Mr. [redacted] a new door. This would require Mr. [redacted] to remove the door he installed and return it to The [redacted]. We will arrange with the [redacted] store to replace the door at no cost – for the door itself -to Mr. [redacted]. Mr. [redacted] purchased the door from The [redacted] and installed it himself. The [redacted] offers professional installation services and Unique Home Designs supports DIY installers with detailed installation videos on the [redacted].com website. We hope Mr. [redacted] will accept our offer for a new door and await his response so we can make arrangements with the store in question.

Consumer

Response:

THE PROBLEM WAS RESOLVED QUITE FAVORABLY BY [redacted] FACTORY REPRESENTATIVE FOR UNIQUE Home DESIGNS.THE PROBLEM WITH MY DOOR WAS COMPLETLY RESOLVED AND MR. [redacted] WAS VERY COURTEOUS AND UNDERSTANDING AND A PERFECT RESOLUTION WAS MADE ANY QUESTIONS YOU CAN CONTACT ME AT [redacted] AND ALSO THANK YOU FOR ALL YOUR HELP