Universal Windows & Roofing Direct

We hired Universal Windows complete a window job for us in 2013, which was completed without an issue. This year when we were looking for a company to replace our siding naturally we contacted them to come and give us a quote. On 9/8 we got a quote to replace the siding on our house, as well as all of our soffit, fascia and gutters. We signed the contract and we were advised that our siding would be installed before Halloween.
On 9/15 another employee, [redacted] came to our house to make sure that the measurements taken by the sales rep were correct and to go over the job with us.
On 9/24, 16 days after we signed an installation contract, the owner of the company, [redacted] contacted us to say that his sales person under sold the job and he would need to charge us an additional $2400 or the company would not move forward with the job.
We considered going back to the other 2 companies that we got estimates from, but Universal had all of the measurements and we really wanted to get this done before winter so we agreed to the additional cost on 9/25. John, the owner of the company turned our job over to his employee [redacted] (the same person that came to [redacted] to confirm the siding colors (which were incorrect for the trim and an accent area of the house). He assured us the main siding had been ordered and the job was right on schedule, to be completed before Halloween. We never heard back from [redacted] or from anyone else with Universal Windows after that call.
On Friday, 10/31, I called Universal Windows to find out what the status of our project was, since we had been told on more than one occasion that the siding would before installed by that date. I was told that [redacted] had left the company and he was replaced by someone named [redacted] knew nothing of our project and after pulling our file could not tell me if our siding had even been ordered. He stated he would have to call me back on Monday.
I did not hear from [redacted] by 3pm on 11/3 so I called to get some kind of information. [redacted] did call me back at 4:30, but could still not give me much detail regarding our project and stated that he did not see any mention of gutter replacement on our original order. He was still unable to tell me if the siding had been ordered. I advised him that I needed something from Universal Windows, detailing exactly what work they thought our contract included, with specific details, including measurements and colors. [redacted] then wanted to turn me back over to the owner of the company.
On 11/4, at 10:42, I was contacted by [redacted] who stated he did not understand why he needed to talk to me. He went on to say that he did even remember who I was until he had the file on his desk. He wanted me to "go easy" on [redacted] because he was new and continued to complain to me that [redacted] had left without giving them proper notice. I explained to him that he had turned our job over to [redacted] and that I didn't blame any of our issues on [redacted] their new employee. I stated that if I had a problem with anyone it would be him for the way everything had been handled and that as the owner of the company, I would have thought that since he had turned our job over, when [redacted] left it should have been a priority of his to make sure that our project was handled smoothly.
He stated he would have [redacted] follow up with me. I specifically pointed out to him that I work 3rd shift and had a busy week. I asked that rather than contacting me by phone he have [redacted] contact me via email with the details of our project and to advise me of when the siding had been ordered. He was agreeable to that and confirmed my email address.
The next day at 9:24 am I got a PHONE call from [redacted] He was telling me that they had an employee in the area and would be sending him over to our house to take measurements. (Something that had already been completed twice.)I asked when he would be coming and I was told it didn't matter because he did not need to get inside the house. I went on to explain that I had just gotten off of work from my 3rd shift job and was taking my daughter to an appointment. I was going to be coming home to go to bed. I went on to explain that if their employee came to my house it would cause my dogs to bark and depending on what time that would be the dogs would wake me up and to me it would matter because I was going to be working a 16 hour shift starting at 11pm. (I knew I could only sleep from noon until 4:00 so to me it mattered a lot.)
I continued to press him about the status of the siding order and he finally admitted they had not even placed the order. I told them not to place the order that I was done. He told me he was going to have to talk to [redacted] about it. I advised him he could talk to whoever he wanted and that I did not want anyone from their company ever coming to my residence.
After my phone call with [redacted] I sent an email to John advising him of the same. I also pointed out that we were happy with their service in 2013 and I did not understand what happened with their company. I never heard back...
Now we are looking for a company that can replace our siding before winter... Grrr

Brad the contractor(bak "9" construction) treated my home as he would his own home. If he came to a problem he would give a couple of options on how to fix the problem.
They showed up everyday. Each day the would clean up any mess they had made that day before they left for the
Day.

On July 22nd I ordered a bow window, front door and storm door for my house, to be installed by them. I was told by the salesman 6-10 weeks for them to be made, which I was fine with. That time came and went, with no communication from them. I called and was told it would be 8-12 weeks, 6-10 weeks was wrong. Well 12 weeks past with no communication, so I called again and was told it would be a few more weeks by the secretary. Well that time past, emails went unanswered and I was never called back when I called on a Friday afternoon. I finally decided to cancel the order when they called me, the window and doors where installed, 2 days before Christmas. They will be out Monday to correct a trim mistake, by the installers after talking with a manager. Overall a horrible experience, extremely poor communication.

Review: After a three and a quarter hour long sales call on Friday night, February 20th, 2015, we placed a window order with this company. We were told we had three business days to cancel. Sunday morning I called the rep and told him we were wanting to make a change to the order, not cancel. Instead of three windows, we'd like to order four if the price was right. If the price was too high, we'd just order two from the original order. He said okay and that he'd get back to me on the pricing. In the next two weeks we had pricing emails going back and forth. This ended with me stating the maximum we would pay for four windows, and if it was too low for them, that's fine, just give us the price for the original two and we'd be good to go. That was the end of their communication with us. They've not responded to our repeated emails or phone calls. We do not know the status of our order, if, indeed, we even have an order. Yet they have cashed our $200 deposit back in February.Desired Settlement: Please refund our $200 deposit.

Business

Response:

We have worked something out with deposit and the customer plans to move forward with the project.

Consumer

Response:

On Mon, Oct 5, 2015 at 1:11 PM, [redacted] wrote:[redacted],Friday I received a check from Universal Windows for $400: $200 deposit and $200 additional.Thank you for all your help,[redacted]