Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put gutters/covers on, has leaked from day one, refuse to come back and fix it, now need to fix inside damage, charged me 3 to 4 times the going rate, forged my name on paperwork to get the rest of the financed amount.

  

  Business response

  12/17/2024

  *he installation of this job completed on 3/19/23 with the exception of 10' of drip edge and the section of toppers that were drop-in verses standard.  *hese two items were completed on 4/10/23.  

  Notes from *** (Installed with balance due):

  *** Start Date: 03/20/2023

  *** Reason: S*ILL OWE *HE CUS*OMER DROP IN *OPPERS WHICH HAVE BEEN ORDERED. (3/20/23 AB)
  
  10PC Of White Drip edge and 2-Cedar 1x6's staged in SVC Area-MKJ-3/22/23
  drop in topper in warehouse (3/23/23 SC)
  
  SE* FOR 4/10. (4/7/23 AB)
  
  **B IS COMPLE*E. CUS*OMER NO* **ME *O SIGN *******. *AKINIG *O ****** *O CON*AC* AND SEE IF *HEY CAN SIGN ONLINE. (4/12/23 AB)
  
  Called customer and tried to have COC emailed. Customer was very unhappy. Says our communication from that start of install has been horrible. He says he is not signing anything without inspecting the work. He will be in town Friday or Saturday to take a look. Customer also says he was told he didn't have to register his warranty by one person and was told by another person that he need to register. Again, says communication is terrible and would like the actual answer by the time we speak on Monday. ****** to follow up Monday to get COC signed.(4/12/2023 KR)
  
  Called and left VM 4.17.23 (4/17/2023 KR)
  Called and spoke to *** **** it was okay for me to send out COC. He will have is signed tonight or first thing tomorrow. He is driving currently. (4/19/2023 KR)
  
  Called customer and stated that he now doesn't want to sign COC until him and manager can walk the job together. Customer hasn't been to the home to look at yet himself. (4/25/2023 KR)
  
  *alked to *****, he has a lead in same zip code, he will go and walk job tonight and call customer while at home. He will send pictures to customer if needed. (4/25/2023 KR)
  
  ***** saw issues when he was out. Customer called in and spoke to ****, **** is going out to meet with homeowner 5/4 @ 9am. (5/2/2023 KR)
  
  **** performed complete inspection:
  Customer wants all drip edge to be replaced due to damage from gutter install
  Pending:
  Check all gutter for proper drainage and install diverters at *******. Will need 30 pcs of white drip edge. *** sent. (5/8/23 AB)
  
  30pc of *************** in warehouse staged in *********** area-MKJ-5/8/23
  
  ******Set for ****** & **** 5/16/2023******
  
  ****** and **** fixed gutter and miter problems. Drip edge still needs to be fixed. Needs reset for regular toppers to be installed Per ********** (5/16/23 AB)
  
  Set for ****** & Al 6/6. (6/6/23 AB)
  
  ****** & Al nailed/screwed down all drip edge on home. Where they couldn't get the stuff nailed down (from being damaged) they removed and r/eplaced with new. Also installed 2 diverters above the pergola in the back of home. ****** text *** ********* with pictures and he responded with "looks good".**** Notes were taken over the phone with ******. *** Pics are uploaded in customer docs. **b is now complete. Customer not home to sign *******. *aking to ****** to contact and see if they can sign online. (6/7/23 AB)
  
  Per ******: Best time to get ahold of customer is before 8a and after 5p
  
  Called customer to get COC signed he said he was not signing still has a few concerns said that on the ends he is worried water will get behind his siding said he was going to text ****** pictures over the weekend i asked he also send the pictures to the service cell phone customer was very nice but will not sign until all issues are resolved (KS 6/9/2023)
  
  Set for ****** 6/15.
  ****** went out and took pieces of metal and capped siding where there were holes from the old gutters and patched all spots. (Notes were taken over the phone with ******) (6/20/23 AB)
  
  
  Called *. ******** to see if he had talked to the customer to sign the completion. **** has tried to call multiply times I told him i would call and give a shot. I called *** ********* he answered the phone said that he has not had time to inspect he is very busy and is annoyed that he has to check our work due to the guys cutting holes and leaving it as if the job was done when it was not. *** said that he is not signing anything until he inspects and would like for **** to call him when hes in ****. ( i dont think he wanted to talk about it he was very short). I called **** he is going to call him and set up time to inspect *** ********** (KS 6/26/2023)
  
  *ext **** received from *** *********:
  ****,
  *his is ***** ********* from ********************************************** Unfortunately, we had a good rain test a couple mornings ago and the pictures above show that the corner seams are not sealed, water is getting behind the gutters, then tracking in soffit seam into the house. We have had this looked at once, but was not fixed
  
  Waiting to find out when ****** is coming back to work so I can schedule for him and **** to go out there and fix these issues. Pics uploaded in customer docs. Note- the pics are the same that the ** sent in april. (7/12/23 AB)
  
  
  ************Set for ****** & **** 7/14. (7/13/23 AB)
  
  ****** & **** caulked everything metal as possible. Added metal pan under roof to cover hole in decking.
  Soffits are draining away from the house so water cannot travel back to the house. Checked gutters to see if there was any new streaking and pitched terminator a little bit to help drain. *ook pics they are uploaded in customer docs. All work completed, customer not home to sign COC. (7/17/23 AB)
  
  Resent COC, called and left message for signature. (8//9/2023 KR)
  Having ******* pull call log for this customer. (8/31/2023 KR)
  
  ****** signing and sending COC. (8/31/23 AB)
  Order funded by ***. No contact from customer in over a month. ********************** considers this job completed. Ending ***. (9/4/2023 KR)

  NO CON*AC* FROM **ME OWNER BE*WEEN *HESE DA*ES!!

  Notes from Service #*****:

  Service Reported on 10/31/23

  Description:
  *ime Investment reached out, customer is stating work is not completed. Attempted to reach out to customer to see what was going on. He asked my name and my position, then said he didn't want to talk to me. **** he wanted to speak to **** out of ****. Says that he has issues and is considering talking to an attorney but didn't want to tell me anything. Sending info to *********** (10/31/2023 KR)
  Full history in *** notes. Work was completed on 4/10/2023. We went back and forth with customer until 7/14/2023 when we were out there for the last time fixed what customer asked us to fix. We tried contacting customer multiple times over a 3 month period and customer would not respond or call us back. (10/31/2023 KR)
  
  Spoke w *** ***** corner porch still leaking. Water has leaked into house. **** *. will attempt to repair exterior work and also contact **** direct to inspect interior for drywall (plaster) damage to ceiling. **** only avail on *hurs 11/2. **** will start all remedies between 11/1-11/2. Ho sending pics to **** phone. Will ***** for **** and upload into customer docs. *** 10/31/23)
  
  Work Completed on 11/2/23:
  
  **** tried to call ****, n/a, l/m @ 11:02am.
  Visited home without making contact @ 5/530pm; and she was home.
  Inspected ceiling and gutter/soffit used a level to check pitch-it was correct on both sides; including the run on the side of porch although optically it may look off due to front porch post/slab has settled.
  water seems to be getting into soffit; none the less- the soffit is pitched away from house and water can not travel up toward the house/roof while sloped in the opposite direction.
  staining on soffit appears to be older- and prior to our installation
  determined that the ceiling damage from any leak is not likely caused from gutter/topper system.
  company willing to complete water test.
  
  Scope of Work: water test on front of house in corner left of porch.
  Materials Needed: Water hose
  Set for **** *****. (cm 11/3/23)
  
  Mr lvm on svc phone stating if he has to involve lawyers he will hes tried of not getting answers ( 11/8/23 KMS)
  
  SW ** H/O called in @ 4:43pm wanting to speak with ****. Call has been saved to shared drive. Email and text sent to ****. Also advised that would reach out to ****** because he mentioned speaking to her in the past. He feels that everything above from inspection notes is incorrect. (cm 11/8/23)
  
  **** and ********** are handling this account and will update it accordingly. (cm 11/9/223)
  
  
  **** spoke w *** @ 7:55a 11/14/23. Advised that he would be out for water test on *hursday 11/16.
  
  **** *. did water test on 11/16/23. Did various water testing (over gutter, in gutter, with and without toppers, and could not replicate any drips or water penetration behind gutters. **** was home, she came out at end and took video. **** to phone *** and advise of findings. ** to call *** after **** makes contract w ** (***) *** 11/17/23)
  
  *** called in @11:06am vented for some length regarding not being happy. States water leak is still an issue. Put on hold to determine a conclusion for him. Call retrieved @11:22am attempted to set appt with ******. H/O states he is in HVAC business and is booked out 10 days. Offered to have ****** come to appt before he starts his work day. We discussed several scheduling options and not able to set. H/O demands that **** call him today. Message passed to ****. (cm 12/7/23)
  
  On12/9/23 **** ******** spoke w *** via cell phone call. Not recorded. He informed ** that he completed an extensive water test- approx 30 minutes attempting to find any area that the gutter system is allowing water to enter/leak. He found no area that the system is failing. *** insisted that UHS do the test again when he is home; he believes his wife is not competent to observe, listen and relay the result that there is no leak from the system. ** was advised to contact his homeowner's insurance agent and if their adjuster determines that the gutter system is the cause of the leak into the interior ceiling that may have happened before the drip edge was replaced, that ************* would cover any drywall repair costs. ** insists that the drip edge installed on 5/8/23 did not resolve leak and there is still water coming in. *** could not make any water enter via the water test done on 12/9/23. ** keeps sending the same pictures from April 2022 to claim evidence of current leak, even though **** told him numerous times that the pics he sent again were the same ones sent in April.
  
  Sending this detail, in addition to the *** notes to *IC. Closing service. *** ***************** reached out saying that our shotty work has failed again he said we were out to fix a leak on the front corner of his porch said its leaking the exact same way as before and again leaking into the home, ** also stated we illegally signed his name on the completion form and that if we dont get this fixed he will involve lawyers and sue us for that and the damages from the leak, he wants someone out there immediately, i went through the svc notes and also looked through customer docs and he saying all the same things as before to the * ** said leaking started again last night he said previously we kept saying the leak was fine when in fact is was not and we refused to fix the inside work previously also, ** said **** P and ** handled his svc before i will reach out to ** ***** & ****** to see how to proceed (11/14/24 KMS)
  
  SW ** she said we have already handled this and determined the leak is not from our gutter system closing svc ( 11/14/24 KMS)

   

   

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/14/2004 We purchased through Unique Home Solutions siding, gutters, and gutter covers all with lifetime warranty that also included labor. Because we had bought a lot of product at an exorbitant amount from the same sales man, we received free shutters.About 5 years ago, maybe 6, we noticed that the red shutters they installed had bled onto our white siding. We asked them to come out and to replace the shutters that was bleeding onto it and the siding. They would 'look into it' and get back to us. We have called multiple times a year and told the same thing, they needed to talk to a manager or look into the problem. Last year, we were looking at replacing our roof. They came out to give us a quote. We showed the sales guy the damages we had and he apologized saying they had 'bad staff' that wasn't following up on things. He asked to give them more time because they had a back log of complaints.We finally got hold of someone complaining again. Someone came out said we had painted the shutters which we hadn't. I had booked for them to come before our roofers came, to remove the drip pans so it wouldn't void our warranty. I was to be charged $16-18 a sq ft for this, which I agreed. On the day our roofers came, they were nowhere to be seen and our roofers removed them gently and finished their work. I called them and they said because I was upset for being accused of lying about painting the shutters, they 'felt' that I had canceled the appt. I was paying them and the siding was a different issue! They said we voided our warranty w/roofers touching.They asked to try a cleaning service for the siding, we agreed. After 7 mos of being told they couldn't find a company to do, I asked them to honor their lifetime warranty and replace the siding. They refused. When I called a manager in ****, she said to never call them again, they would never do work for us/do anything for our warranty again & call and attorney. We need gutters fixed/gutter covers replaced too.

  

  Business response

  08/13/2024

  History on this account is attached.

   

  Sincerely,

   

  ********** *****

   

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company notes are not complete and are obviously doctored. The only thing this shows is that we have contacted them with our lifetime warranty repair since 2015 and it is 2024 and it has not been resolved, never once sent out any repair technician. The woman who had responded with notes, ********* ***** is the final woman I spoke to just once and who kept denying that we had not received proper response from them. They kept saying that we were upset and angry as if we raged at them, we were polite until the end when we were told they would not respond to any of our claims, that our lifetime warranty would not be upheld. She was the one to say that we were to not contact them ever again, to call an attorney and they would never repair any of their products with lifetime warranty.

  There are 4 issues we have apart from their lack of customer service:

  1. The gutter covers they put on damaged my roof as they slid them under the existing shingles. This caused water to back up causing damage. We had to replace the roof. We made an appointment willing to pay them for the drip pan removal and they did not show up. I was not notified in advance that they had canceled the appointment, not in phone call, text or email. I had delayed the roofers doing their job because we were waiting on Unique to come out. When it became apparent they weren't showing up, the roofers continued.Otherwise I would have had to pay a lot more money for the roofers to come out a second day. So the gutter covers that also were lifetime warranty needs replaced with something that won't ruin my new roof.

  2. The gutters were inspected by another company after this, and we were told that the brackets to hold the gutters up some of them were not given the proper support and/or the brackets were installed improperly. This needs to be addressed as noone touched the gutters themselves, but the drip pans only. So the gutters need fixed or additional brackets where there is not enough support.

  3. The siding we have asked for 9 years to uphold their lifetime warranty that by their own recording while a customer is on hold, states that it does NOT decline in value AND includes labor. 9 years and more phone calls than their notes show, and they have only come out to inspect and accuse of of something we did not do. Who wouldn't be upset? The siding that had the bleeding shutter color on it needs replaced.

  4. The free shutters that Unique installed because we had spent a lot of money for their gutters, gutter covers and siding, damaged our property. I was told by their customer support that if I wanted ********************** to install any additional shutters, I was to buy them, which I did last July. They stated they would install those for free while they were out working on our siding. So my new shutters need installed.

  
  Regards,
  
  ***** *****

  
  

  

  Business response

  09/12/2024

  All of this information is in the first response attachment with many details outlined in the copies of the two services representing the home owners complaint.

  The following reiterates the overall timeline of events:

  The siding and shutter installation was completed on 3/16/2004.

  The first service was called in and reported by homeowner on 9/1/15.  We called her back on that same day, 9/1/15.  The home phone was disconnected and a message was left on the cell number.

  The home owner never called in again until 1/23/17 - seventeen months later stating we have done nothing.

  Our service tech went to home on 2/6/17 and inspected the issue of 'bleeding shutters'.  We then sent pictures with explanation to our supplier.  The supplier instructed us to contact the manufacturer.  

  On 3/9/17 we went a tech back to the house to remove a shutter to send to the manufacturer.

  On 3/10/17 we submitted the claim information and sent shutter to manufacturer.

  On 3/27/17 the manufacturer notified us that they received the shutter and claim.

  On 5/23/17 the manufacturer denied the claim.

  Then, SIX YEARS later on 5/22/23 the homeowner called in and stated we have done nothing.  So, again- we tried to resolve.

  We scheduled a tech to go out again on 6/6/23.  

  On 7/5/23 the homeowner called about the gutter topper removal and was told we could schedule it for 7/10; but then she started yelling about the shutters again and refused the removal appointment and hung up. 

  Then on 7/15/23 she called in again regarding the shutters, never mentioning the gutter topper removal service requested, and we offered to remove the shutters, and hire a power wash company to wash the house, and then we would return to hang her replacement shutters.  We also offered to repair a hole in the siding that was caused by homeowner damage and not under warranty- at no cost to her.  Pressure Doctor was unable to schedule a date when we called on 7/17/23.  We called them back 8/31 and 10/11 and were told we were on the list for scheduling.  We informed the homeowner and asked if they wanted us to do the removal and repair and then wait for the cleaning appointment to be able to be scheduled, but she refused.

  This homeowner has been belligerent to our staff on numerous recorded phone calls that I am happy to provide recordings of if you would like.

  We have done everything we can to resolve this and have only gotten refusals from the homeowner to complete the work that again, is Not covered under warranty.  Additionally, we have no staff that we will allow to be subjected to this type of mistreatment from a homeowner.  

  Please take the large amount of time needed to read the entire history previously provided.

  We have NO further remedy.

   

   

   

  Customer response

  09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The business has obviously doctored their 'records'. We were told many lies from the different employees we dealt with. 1. We were told that we had a labor only warranty and they wanted us to pay. Their own recorded message while on hold states that the warranty "never declines in value AND includes labor". It took years and us sending them our paperwork repeatedly to get them to agree that we had a lifetime warranty with labor. 2. They said they would 'look into it' and not get back to us repeatedly. 3. We were asked to give them time (months) because they blamed 'bad staff' for the reason no one got back to us and now they had a backlog of complaints. 4. At no time did we deny them access to the house. 5. They lied and said that we did the damage to our siding (when an icicle forms there yearly and it caused the damage due to a damaged/incomplete j-chain above). 6. They lied and said we painted the shutters. After months of going back and forth they determined we did NOT cause the damage, the shutters delaminated either due to weather or bad product (which they gave us and installed on our house-we did not touch or install these). 7. They refused to come out and fix, they wanted to do things on only 1 date which was to be determined AFTER we gave them 7-8 months to get a cleaning crew out there. They wanted the 'cleaning' to occur first. We were willing to wait but many months went by and they could not secure any companies. 8. I can document that I called somone like they claim, doesn't mean they actually did it. We have never had a disconnected number and have had the same number for 23 years. Every time we called them, we left the correct phone numbers. They had our address. I have lived here over 23 years, at no time did they even try to mail us something to get this resolved. All they did was prove they did nothing in 9 years and then doctored all their records saying I was beligerent. I was upset atONLY the last call with the person who submitted the notes in response to my complaint. It was 9 years and going back and forth and being lied to, and ONLY after they said they would NOT honor their lifetime warranty and to not call back that I got upset, and rightly so. I cannot get another company out here to replace the siding they damaged w/THEIR shutters because it is a UNIQUE brand product. I would have to get the whole house re-done and then sue them for the cost of the entire work because they won't honor their lifetime warranty.

  I want my siding fixed under my lifetime warranty, I want the new shutters they told me to buy installed on said siding so that it maintains my lifetime warranty.  I want my gutters fixed as they did not install proper support or they installed it incorrectly and is under lifetime warranty. I want the leaf guard system I paid for and got the lifetime warranty on replaced as theirs caused damage to my roof and I am NOT suing them for (which shows I'm being agreeable). I want what I was promised and have documentation of.
  

  
  Regards,
  
  ***** *****

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called for 10 days left several messages fir them to get back with me about a window that needs fixedthat is under warranty

  

  Business response

  08/13/2024

  Regrettably, the Unique Home Solutions of ************* branch was closed in 2018.  This is a separate company from Unique of **********  The Cleveland Unique has no affiliation or responsibility for the Columbus branch.  The Cleveland branch cannot resolve any issues on contracts made with the Columbus location.  Our best suggestion is to reach out direct to the specific manufacturers for any warranty coverage.  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the fall of 2023, I called Unique for repairs on our siding that come loose. I was told my request would be sent to service for scheduling. The next communication came by text message from ******* on Nov. 15, 2023. Per Candaces' request I called her at ************ and was informed Unique would no longer provide any service to us until we paid an outstanding bill of over $400. This is the first we heard about an outstanding bill. I requested an itemized invoice on Nov. 15, Nov. 24, Dec. 1, 2023, and again on Jan. 12, 2024. As of this date I have received absolutely nothing from Unique regarding this issue. No itemized bill and no response from ****************. I left a message for ***************************** in HR on Jan. 24, 2024 at 11:56 a.m. but never spoke to her. I sent a letter dated Mar. 11, 2024, to ********************************* and Confidential, regarding my concerns and as yet he has not responded. I have no way of knowing if **************** actually received my letter or if it was intercepted in the office. It appears that ******* is attempting to extort money from us since no one has addressed out issue. So what are we supposed to do about the siding on our home that frequently comes loose? There are multiple pieces of siding around our home where the clips are gone and we have no way to secure it. Once a panel is loose it causes other panels to also loosen. Therefore, is Unique going to pay another company to do repairs on our home? Every service tech who has previously come out to fix our siding has said there would be no charge as it's an installation problem. Hardcopy and supporting documents to follow via US Mail.

  

  Business response

  07/11/2024

  We are in direct communication with homeowner and in process of resolving all issues.  Thank you.

  Customer response

  07/11/2024

  A representative from Unique yesterday to access the siding issue.  He confirmed what we are experiencing is an installation problem and that it could be fixed but he had to obtain authorization first. It may be next week before they come to fix it.

  Additional information:

  When I spoke with ********** regarding a previous appointment she stated that a representative came but our gate was locked and no one was home.  This is what is not documented in our file:

  1.  A Unique truck pulled in the movie theater parking lot (adjacent to our property) close to our appointment time that day and sat there for an extended period of time. We anticipated he would come on over and thought he may be writing a report or doing some other business.  The next time we looked out the truck was gone.  He reported to the office that our gate was locked and no one was home. A, our gate was closed with a snap link but is never, ever locked.  B, both me and my husband were home all day. C, he never came to this property, did not try to open the gate, did not call us or attempt any communication. When I called the office that afternoon to find out where the service tech was ******* told me the gate was locked and no one was home.  That is a total lie!! Employees do not document everything in our file.  That's a fact.

  2.  I requested multiple times a statement of charges, dates, and services provided and have yet to get one single statement.  I will not accept a verbal adjustment for any charges. I want it in writing.  

  3.  The only charge I was aware of was $125 for a window replacement.  I offered to give the tech a check before he left and he said Unique would sent us a statement.  That never happened.  I'll be more than happy to pay that $125 when I receive a statement/invoice. 

  4.  I still don't have an answer for the letter I sent to ******************* on March 11, 2024.  ********** knew nothing about it.  So why isn't there a copy of it in our file and where is the response from Me. ******?

   

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  A representative from Unique yesterday to access the siding issue.  He confirmed what we are experiencing is an installation problem and that it could be fixed but he had to obtain authorization first. It may be next week before they come to fix it.

  Additional information:

  When I spoke with ********** regarding a previous appointment she stated that a representative came but our gate was locked and no one was home.  This is what is not documented in our file:

  1.  A Unique truck pulled in the movie theater parking lot (adjacent to our property) close to our appointment time that day and sat there for an extended period of time. We anticipated he would come on over and thought he may be writing a report or doing some other business.  The next time we looked out the truck was gone.  He reported to the office that our gate was locked and no one was home. A, our gate was closed with a snap link but is never, ever locked.  B, both me and my husband were home all day. C, he never came to this property, did not try to open the gate, did not call us or attempt any communication. When I called the office that afternoon to find out where the service tech was ******* told me the gate was locked and no one was home.  That is a total lie!! Employees do not document everything in our file.  That's a fact.

  2.  I requested multiple times a statement of charges, dates, and services provided and have yet to get one single statement.  I will not accept a verbal adjustment for any charges. I want it in writing.  

  3.  The only charge I was aware of was $125 for a window replacement.  I offered to give the tech a check before he left and he said Unique would sent us a statement.  That never happened.  I'll be more than happy to pay that $125 when I receive a statement/invoice. 

  4.  I still don't have an answer for the letter I sent to ******************* on March 11, 2024.  ********** knew nothing about it.  So why isn't there a copy of it in our file and where is the response from Me. ******?

   

  Regards,
  
  ***************************

  
  

  

  Business response

  08/13/2024

  UHS Response:

  1.  Tech arrived on 9/22/22 to complete window service.  Gate was closed and he could not pull in.  He called both phone numbers and got no answer.  He waited 30 minutes and tried again.  No answer.  Sent three text messages on 9/23 to attempt to reset.  Made contact on 9/26 and reset appointment for 10/17.  Service was completed on 9/17/22.  Service closed.  Not sure why customer is making complaint regarding this service that was completed 23 months ago.

  2.  The statement for service charges totaling $411were mailed out of our office on 11/16/23.  ******** stated she never received.  We sent copies out again on 12/1/23.  Customer still states she did not receive.

  3.  I spoke with homeowner on 7/9/24 regarding past service charges and informed her we would wave the current and all prior service charges.

  4.  Every member of our administrative staff was asked about receipt of letter that customer states she mailed to ******************* our owner.  ********** has no receipt of this letter.  

  Regarding the current service for siding; I spoke with her on 7/9/24, we sent a tech out the very next day on 7/10/24 to inspect issue.  He returned to office to review with manager and on 7/12/24 the manager determined we would need two techs for one day to remedy service needs.  We have since been unable to make contact with customer to set a date for this service.  Due to gated property we must confirm customer will be home to allow access to complete.  Last message was left on 8/6/24 advising her we are trying to reach her to set service date.  No further response from customer has been made.  If customer does not call back to set appointment within the next 30 days-by September 12, 2024 we will close this service as no response from home owner.

  Customer response

  08/20/2024

  Proof of delivered letter by the **** to ******************* on March 18, 2024 at 1:35 pm.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer response

  08/20/2024

  I am closing this complaint against Unique as the case has not progressed. The siding repair issue has been lost in unverified charges for over $400. I spoke with ******************************* on July 9, 2024, at 2:22 pm. She advised me that she would be handling this complaint from that point forward. I have not heard from nor spoke with her since that date. 

  1. I was told there would be a charge of $125 for window replacement. Please refer to original statement.

  2. You provided no proof that copies of the original invoices were ever sent or to what address. I never received any statements. You had the option to send copies of the original invoices via text message to my cell phone, or as attachments to my Gmail address, or by registered mail. None of that happened.

  3. You offered to wave current and prior service charges but AGAIN you have provided no copies of the original invoices.

  4. I provided documentation by the **** that yes in fact you did receive my letter addressed to ******************* on March 18, 2024 at 1:35 pm.

  Therefore, I conclude that since you have not been compliant with my requests for copies of the original invoices your company, specifically *******, is attempting to extort money from me.  ************ is unethical, and I will no longer respond to any communication from Unique.

   

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2024 Unique contacted me wanting to sell me something. I told them I had issues with my shower that needed to be addressed. One of those issues was a crack on the edge of my shower wall. ***************************** came out on 2-14-2024 to look at all of my issues. He said he could fix 2 of my 3 issues now or I could wait and fix everything at one time when he knew how the company would address the crack. I said that was fine. They were suppose to call me the next day to set an appointment. I never heard from them. I contacted them on 3-11 and was told that I had refused service. I said I had not and wanted service. They came out on 3-22 and fixed 2 of my issues, but he couldn't address the crack. After many phone calls they told me on 3-28 that I had done something to cause the crack and they wouldn't fix it. They would replace or repair it at my cost. I don't feel I should have to pay. I have followed their instructions on cleaning the shower. I thought my warranty would cover any problems I had with my shower. I always thought Unique was an outstanding company, but this has changed my opinion of them and their customer service. I have asked repeatedly to talk to someone higher up than *************************, but was told there is no one higher that I could talk to. I am not asking for money or a brand new shower, I just want the one I have to be fixed or the end panel be replaced.

  

  Business response

  04/29/2024

  We are currently in communications with this homeowner to provide the best remedy for the crack that occurred in the acrylic material.  We are deeply sorry for the delay in providing a solution which was due to inaccurate information within our staff.  We will work diligently to resolve this issue as quickly as possible.  

  Customer response

  04/29/2024

  Unique contacted me last week about repairing the crack.  They said they need to check to see if the have a repair kit in stock.  They are to contact me this week to set-up a date to come repair the shower wall.  

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  It has been almost 2 weeks since Unique Home Solutions contacted me about fixing my cracked shower wall.  I have heard nothing from them since that time.  I tried contacting them a week ago and had to leave a message to tell them I was having some issued with my phone and they could leave a text, voice mail or email and I would call them back immediately.  I am to the point that I want my shower wall replaced.  It would be quicker.  I am getting tired of waiting on them.

  
  Regards,
  
  *******************

  
  

  

  Business response

  06/06/2024

  The original job was installed on December 24, 2018 and this complaint was for damage reported to UHS on January 31, 2024.  The damage was a hairline crack on the side wall.  This was not a product or installation defect.  The crack was repaired and completed per manufacturer's instruction on May 18, 2024 at no charge to customer.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been trying since Sept. 2023 to have replacement windows installed that are under warranty. Had left numerous messages without a return call. When I was able to talk to someone we were given the wrong info. They finally scheduled an appt. to have the windows installed on 4-8-24. Installed 3 of 5 windows. They sent one window out of the 2. It was the wrong size. No one called to apologize for the mistake. I called them last week. Still waiting to hear the status. Unbelievable! Would appreciate any assistance to have this resolved. Thank you.

  

  Business response

  04/22/2024

  The original purchase was in 2005, nineteen years ago,  and we have never had to service these windows since the purchase.  We did have a problem locating the original order and identifying each unit's dimensions and as a result two of the five replacement units were ordered in the wrong size.  Through much further research with our previous manufacturer we were able to determine the accurate size and placed the parts on order immediately.  They are due in from the manufacturer on May 1st and the service has been prescheduled with the homeowner for May 10, 2024.  At the time of this service we will also diagram all of the units in the home indicating each size and coordinating that information with the original order so that any future service needs will be able to be handled expediently.  We sincerely apologize for any duress this has caused Mrs. ************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had filled out a card at a fair in town because I wanted an estimate on windows. Someone came out and gave that estimate last year. I then went with another company. Unique home solutions kept calling me, I answered one time and told them I was not interested that I went with another company. The phone calls still continue despite me blocking their number. They don't leave a message ever. I would like them to take me off their list and stop harassing me.

  

  Business response

  02/23/2024

  This could have been handled immediately if you would have answered the phone and made such request at that time, or if you had simply called in and made the request, instead of calling in and hanging up without speaking.  You have been removed from our database as now requested via your official BBB complaint.    Going to the source is usually the best and quickest way to address a problem.  Perhaps you will keep that in mind if you have future issues with others.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered windows , gave down payment of eight thousand dollars. Financing didnt go through for the remaining . Trying for three weeks to get my money back. I have called for three weeks . Financing never sent the check back and now they will never answer the phone , I have left several messages, with no return call. Very unprofessional way to run a business.

  

  Business response

  01/02/2024

  The refund check was mailed to the customer on 12/19/23; and it cleared our bank on 12/21/23.

  Our sincere apologies for the delay in processing.

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** continues to fall off the back of the house and front top portion of the house several attempts have ben **** to correct the issue but have failed . I was tolled the the installers went to school to learn how to install this particular siding and when I called the ***** corp office they said there was no such thing

  

  Business response

  10/17/2023

  All services requested have been completed for this homeowner.  Thank you!

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************
  

  Customer response

  11/08/2023

  some one from unique home solutions came out to make repairs on the siding falling off the house **************** and the new piece on the front of the house is falling off again several attempts have ben **** to contact the company and we have not received any phone calls back I would like some one to make the repairs in a way that we do not continue to have this problem.

  

  Business response

  11/21/2023

  *** did receive another service request on the customer's siding.  Immediately we ordered the material from our other location in ************ and it was delivered to the **** branch as quickly as possible on 11/18/23.  Our tech will install the replacement panels at the very first available appointment time; which weather permitting will be no longer than 10 days out.  Thank you.  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Unique Home Solutions to upgrade my bathroom with walk in shower, new vanity and floor.Service was completed 9/30/22. They did not use new plumbing parts, left hole in the floor (can see thru basement ceiling. Vanity is not installed correctly, 5 of 6 drawers are not straight (even) and are not all flush with cabinet. Drywall work is horrible even after trying to fix it. Shower doors do not stay closed while showering which ends up with water all over floor. They bent radiator pipe while installing floor, which has caused radiator to leak. The caulk used has turned yellow (only been installed for 6 months in the shower, and caulk keeps pulling away around window even after they recalked it couple time, which is now letting water run down inside of wall. Did not put finishing caps on shower post ends. Shower was not the size I was told it would be, they cut into the studs of the wall to push the shower pan into the instead of moving drainpipe to accommodate the pan. I have made several calls and have had the company out a dozen times to try and repair some of the stuff which did not help a lot of the issues I am having. I cannot get anyone to call me back or keep me posted as to what is going on. On Jan9.2023 I gave their employee and itemized list of the problems and did not hear back from them. On March9,2023 I placed a call to try and get answers and was told someone will call me. Today is March *******, I called again and asked to speak with ********** the general manager was put on hold till they hung up on me. I have been patient for 6 months with no resolution on their part.

  

  Business response

  04/10/2023

  Please see attached.

  Customer response

  04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************************
  

  

  Business response

  05/09/2023

  *********** has offered a resolution to each individual item, including the good will of even the items we are not responsible for.  The customer seems to be refusing any resolution other than a full refund.  *********** will not agree to a full refund.  The offer of resolving each item still stands.  The customer need only contact the company to proceed with the offered resolutions. ***********, as always, wishes to be fair to all sides and hopefully the customer wants the same and will agree to everything we have offered to remedy her dissatisfaction.  Thank you, Unique Home Solutions of ****.

  Customer response

  05/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I have obtained documentation from my HVAC company which shows they were out early September to do yearly inspection of my boiler system.  They have also written letter stating there were no leaks or bent pipes. Quote comes in around 10K for repairs and replace damage caused by Unique homes.

  For the vanity - kraftmaid offers warranty on their products. Unique needs to replace the vanity due to either poor craftsmanship  or replace due to poor installation which is not covered by warranty but should be covered by Unique Home Solutions. Because the vanity was not installed properly.  Their way to resolve the problem with drilling new holes to adjust the drawers will compromise the integrity and quality of the vanity . 

  My final request for expenses to repair all issues caused due to poor installation is $18,736. This also includes all the other issues as well.  

  Can you please help me communicate this to them.

  Thank you in advance for your help with this. 

   

  Kind regards, 

  ********************************;

  
  
  

  
  

  

  Business response

  06/06/2023

  *********** agreed previously to contact the cabinet manufacturer for replacement if determined to be defective.  *********** also agreed to complete other additional items as requested by the customer and as specified in the Company's previous response.  Also, as stated in the previous response, the Company does  have photographs showing the radiator pipe to be 'bent' which were taken prior to the installation of any work. Hence our employees did not damage this pipe. *********** will agree to continue to extend the offered remedies if the customer agrees to such.  *********** will not refund the monies the customer is requesting.

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I agree to let them replace the vanity and do needed repairs as listed on paperwork dated 1 /2023 witnessed by *** their handyman.  Which contains more than listed in their response.

  I want to see pictures they have of bent radiator pipe prior to installation of new floor.  I want the damaged radiator repaired to state where it was prior to Unique Home Solutions came in and did damage to radiator while replacing the floor. 

  Please supply your pictures.

  I have paperwork from my HVAC company that was there prior to Unique coming in - that states there were no bent pipes or leakage to bathroom radiator.

  I want to be reimbursed for my HVAC expense to repair Uniques damages to radiator.  I will not settle for anything less.

  Thank you

  ********************************;

  
  

  
  

  

  Business response

  07/17/2023

  The company maintains it's position of all prior replies.  The offer of completing the services notated, including contacting manufacturer of cabinet to request replacement due to defect will still be honored The radiator pipe was bent prior to any work starting; pictures attached.  Not willing to refund 50% of contract price.  Customer need only call in to the company office to schedule the service(s).  

*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. ↩