Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received a notice on Aug 25, 2022 about making a payment to a project from Universal Windows Direct from the James Dunn law offices. I have contacted the owner Kevin M*** and he has not responded. I am willing to make the payment but the job is unfinished. When we had a disagreement about the type of door that was supposed to be installed, the workers installing the door stopped working, until the owner came. We argued about ‘he said, she said’ and I asked them to leave because he was not interested in resolving the issue. Before the workers left, they said the sliding door is waterproof in case we need to replace it. We also spoke about removing the remnants of the previous sliding door. I will include a picture/video of the siding door. The job is incomplete! Who replaces a sliding door and does not remove all the remnants (the frame, the tracks, etc) of the previous door?? It’s bad business! I do not understand that. (I have sent this same video to owner). After speaking with my husband, he said just make sure the job is completed and make the payment. I have texted the owner (Friday, Aug 26), but he had not responded for 4 days now. The notice states further legal action, if the payment is not made by 10 days. We approaching 10 days on Friday, September 2. I want to end this nightmare of a job! They need to finish the job, so that I can make the payment and be done! Please help!

  Business Response

  Date: 08/31/2022

   While we always strive for complete 100% customer satisfaction it saddens us that despite our efforts Mr. and Mrs. ******** wrote the previous complaint. Please note that prior to this complaint being filed we had already started legal action against Mr. and Mrs. ********. The letter that she referenced in her complaint was a letter drafted by our attorneys requesting payment in full for the products and services that had been performed and completed, giving them 10 days to make payment in full or further legal action would be taken. We unfortunately had to seek legal action, as on the last day of installing Mr. and Mrs. ******** windows and door, they had a disagreement with the sliding glass door that our crew was installing. Despite us having a written contract, signed by Mrs. ******** clearly stating that a “sliding glass door” was to be ordered, she continued to say that it was supposed to be a French door. She then proceeded to call me and my employee false and defamatory names, then stated that she would not be paying for any of the windows or door and would not let us finish the install of the sliding glass door. She then kicked me out of her house and even had her husband physically escort me out of the house.

   As a business we know that verbal promises or conversations can be misleading or misunderstood sometimes, which is why we have a contract signed by both parties prior to moving forward or ordering any products. A written contract is the only way to ensure that both parties are on the same page and agree to everything that's being ordered and all work that will be performed prior to moving forward. We have attached the signed contract for reference. Everything that is listed on the contract is exactly what Mr. and Mrs. ******** received and currently have. The door that she is stating is not finished is because she kicked us out of her house and would not let us finish the install of the door. Prior to us seeking legal action there was no communication from Mr. and Mrs. ******** after we left the residence that day. Only after receiving correspondence from our attorney did we hear from Mrs. ********. After we offered to take back the sliding glass door and install a French Door for them, if they just wanted to just pay the price difference, is when we received the last correspondence from Mrs. ******** that she referenced in her complaint. We received her message Friday evening after business hours stating that she would like to just keep the sliding glass door that was listed on her contract and will pay us in full for all the windows and door if we would come finish the install on the door. We replied to Mrs. ******** Tuesday, August 30th, two business days after her last correspondence, as on Monday we had to consult with our legal counsel on the correct response/ course of action moving forward as we had already started legal action. On August 30th (the day she wrote this complaint) we told Mrs. ******** that we would be happy to come finish the sliding glass door as long as she agreed to payment in full, which she has since agreed to. Our crew has already finished the door, today August 31st and payment has been made in full from Mrs. ********.

   Due to the fact that prior to this compliant being submitted we had already taken legal action, and as a result this issue has already been resolved with the homeowner, we kindly ask that the complaint be removed/rejected.

  
  

  Customer Answer

  Date: 09/01/2022

  
  Complaint: ********
  
  

  I am rejecting this response because legal action was not taken before this complaint. As I stated in my initial complaint, I received correspondence threatening legal action.  He mentions contacting him Friday after business hours, well, he acts like he did not do the same on Thursday, Aug 25, when he contacted me wanting to argue again about ‘he said, she said’ at 7:22p.   That is besides the point, I just want potential customers to be well informed of my experience. It was a nightmare!  Also, he has never given me the option of paying the difference for the product that I thought I was getting!  Instead, he said I will have to pay for the sliding door AND French doors if we wanted to install those. That absolutely did not make any sense!  So yes, I kicked him out of my house. He also mentions that my husband was physical in removing him, that is absurd!! No one touched him! He tries to act like he is fair and responsive and that is not the case. He tries to make it seem as if I contacted him after business hours on Friday, so he couldn’t respond until 2 ‘business’ days later. Which happens to be the business day, the initial complaint was filed. So, for him to say that I made the complaint after the letter (legal action, so to speak) was sent to me, can be construed to be the same situation - whereas he did not respond until I made this complaint. The situation has been resolved. I was not going to leave a review on his website, but now I will absolutely be doing so. There is a reason they’ve been in business since 1985 and they only have 7 reviews! As a consumer, I would really like this type of information and reviews available to me. The business with this company has been concluded and payment has been made. But I think the complaint should remain!

  
  Sincerely,
  ***** ********