Complaints

This profile includes complaints for Unified Home Remodeling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Unified Home Remodeling

  107 Grand Ave Baldwin N Baldwin, NY 11510

  
• 

  Unified Home Remodeling

  757 Central Park Ave Scarsdale, NY 10583-2503

  
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  Unified Home Remodeling

  757 Central Park Ave Scarsdale, NY 10583

  
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  Unified Home Remodeling

  757 Central Park Ave Scarsdale, NY 10583-2503

  
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  Unified Window Systems, Inc.

  373 West Jericho Turnpike Huntington, NY 11743

  

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:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Had over 12 windows replaced using this company. About 2 months after installed, the windows failed and I notified Unified. I was asked for pictures which were sent. Was asked for more pictures which were sent. Did not receive any response to the replacement of my windows. I asked for them to send someone to take a look at my windows and I was denied that option. I was told everything had to be submitted via email photos. Which I sent several times 10/06/22, 10/19/22, 6/20/23, and 2/27/25. Unified does nothing to assist their customers after installation. Very bad service.

  

  Business Response

  Date: 03/03/2025

  We have talked with this customer and the issue is being handled. We have an appointment scheduled for 3/6/25 with our service department. We will do everything we can to help the customer with their problems. We have waived our $95 service fee for this customer as a curtesy for the delay in response. We have left the customer happy and will continue to work with them to resolve the issue they are having. At this time the customer is satisfied and we are doing everything we can to rectify the situation. 

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We had a roof done in April 2016. It was $7,194 and a lifetime warranty for labor and materials.They used ***** Corning Duration 130 mph architectural shingles.I recently found a roof shingle in my yard and called a contractor to repair. He said that several shingles were missing but suggested that I contact the company that did the job. Which is what I did.I first called Unified on Feb. 2, 2025 and since then have spoken to 2 different people who both told me that hey would speak to their manager and get back to me. So far I have not heard from any manager. This is now almost 3 weeks!!!I don't understand how a company can have salesmen promise good service and then not deal with customers after the job is done. I would like to resolve this as quickly as possible so no more shingles are lost or water possibly entering the house.

  

  Business Response

  Date: 02/21/2025

  We're sorry to hear this customer has blown off shingles from their roof. We Installed this roof in March of 2016, and there were no issues with leaks or anything for the past 9 years. Unfortunately, with all of the hurricanes and superstorms bringing unusually heavy winds over the past years, some of the shingles must have finally come loose. This is not something covered under warranty, and we informed the customer of this On Feb 4th when they called. Instead of charging for the inspection, we asked the customer to take pictures and send it to us, however, we never received them even with 3 follow up calls Feb 12, 13th and 17th. This morning a manager spoke to the customer and set an appointment up for Monday the 24th for one of our service techs to drive by and snap the pictures so we can get a price for the repair. We waived the inspection fee as a courtesy. The customer also has the option to file a claim with the manufacturer (******************) if they feel this should be covered, or they can utilize their homeowner's insurance. 

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Subject: Formal Complaint Regarding Poor Installation, Defective Windows, and ******************************* Dear ******************************************* repair department,I am writing to formally address my dissatisfaction with the installation and quality of the windows provided by your company, as well as the inadequate customer service I have received during the resolution process.1. Installation Issues: The windows installed in my home were poorly fitted. Also poor installation of outside window capping resulting water intrusion. This not only compromises the energy efficiency of my home but also raises concerns about the overall quality of your installation services.2. Defective Windows: Several of the windows provided by your company are defective, showing signs of malfunction and poor craftsmanship. This is unacceptable given the cost and expectations set during the purchase process.3. Customer Service:Despite numerous attempts to resolve these issues, I have been subjected to a frustrating runaround by your customer service team.I was asked to pay an additional fee for services that I had already paid for, which is both unreasonable and unethical.The repair personnel you sent on January 7, 2025 to address the problems were unqualified and failed to provide an adequate solution.This experience has left me extremely dissatisfied and questioning the reliability of your company. I am requesting the following actions to resolve this matter:Immediate inspection and reinstallation of the improperly fitted **************************** all defective windows at no additional cost.Assurance that future service personnel assigned to my case will be adequately trained and qualified.I trust that your company values its customers and reputation and will address this matter promptly and professionally.

  

  Business Response

  Date: 01/10/2025

      We are always sorry for any of our customers being unhappy with the services provided, and we always look for ways in ensuring the end results are one the customer is happy with. This has been **********************'s approach to any issue which arises in over 35 years in business. This is how we have been able to maintain a 99.6% satisfaction rating on all platforms. 

  That being said, this complaint is not accurate, and *** ******** has misrepresented the facts in his complaint. regarding the leak, there was only one complaint of water pooling on 1 window back in August of 2018, and we dispatched someone to inspect and resolve this. A leak was never found, and we informed the customer to contact us if they have a visible leak on the inside of the house. Water can sometimes pool in an area on a heavy rain but run off quickly once it stops. Even to date, this customer has not reported a leak, nor have we seen signs of any water penetration on the interior of the home on our recent inspections for other issues. This BBB complaint is the first we have heard about a leak from this customer in the past 7 years. 

  Regarding the actual issues recently, the customer contacted us and reported that the bathroom window does not stay up, and they cannot remove the slider panels to clean them on the kitchen window. We charged a $95 service deductible and dispatched a service technician. He found that there was a broken Balancer on the bathroom window, and he made some adjustments to the slider window. Though the balancers were not covered by the manufacturer since they only cover the hardware for 5 years, Unified ordered and paid for these parts and returned to replace them. During the waiting period for the parts to arrive, a manager spoke to the customer and agreed to re-cap 3 ********************* because the customer mentioned it has a slope. We scheduled an installer to re-cap the ***** on 1/7/25, however, admittedly, our scheduling made a mistake and scheduled for the installer to replace the balancer as well, however, installers do not typically know how to take apart a window and replace the parts. So, we would need a service technician to return on a different day to replace the balancers. We told the customer to let the installer do the work he is able to do because he won't need to return, however, the customer refuses and insisted they want us to come in the spring because it is too cold. We informed him this is not acceptable since he is wasting another appointment, and we need to do the installation part of the work today. He refused, despite our extensive appeal. Under normal circumstances we would have to charge for a return appointment, especially since most of the work requested are not covered under warranty, despite what *** ******** has said. However, we are willing to return in the spring and complete the repairs, however, if the customer continues to obstruct our workers from performing the work, we will certainly charge for return appointments. 

  We will expect the customer to call us in the spring to schedule when they are ready.

  It is important to note; we are not responsible for any damages caused between now and then, as mentioned above, we have never found signs of a leak, neither has the customer reported any leaks in the past 7 years, and if it is in fact leaking, the customer should have allowed our installer to work on January 7th and recap the windows.

   

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Door does not close properly and bangs very loud they came out about 6 times and cannot fix it ceo called me yesterday and said thats way it is and I shouldnt of bought it and that I should of bought a better one if it a poor quality door they should sell it they very cocky there

  

  Business Response

  Date: 11/13/2024

      We are very sorry *** ****** isn't happy with his storm door; however, we have tried to make him happy on many occasions. His original complaint was that the door isn't closing properly. We then dispatched a service technician immediately. On inspection, we found the door is operating properly and as intended. The issue he complains about, is when the storm door pump closes the door, it comes in slow, and at the very last second, slams shut. This is a normal feature in the hydraulic pump, to assist in making sure the locks engage. This helps avoid the door being left ajar and then the wind catches it and rips it out of the frame, at which point a customer will have to purchase a whole new door, which can be costly, because it would not be covered under warranty. *** ****** continued to complain anyway, even though we have explained all of this to him. We have sent our technicians out on many occasions to appease him, and at no time was he satisfied with the assessment and conclusion. I got on the phone with him and personally told him we cannot stop the last second release because when we did so in his presence, the door did not close properly. So, we have done all the possible adjustments in his presence and showed him the outcome. Finally, he said he wants another door, and for us to refund him for this door, which my response to him was that if he gets a different door, he'd have to pay for it, as we cannot do an exchange when the door is operating as it should. Further, if he gets a different door, there is no guarantee he won't have the same issue. He was never told the door is inferior or anything of the sort. As a matter of fact, the door in question is one of our best sellers and we do not get complaints for it.  

       If *** ****** still wants a different door, we will give it to him fully installed, at the cost price which will be significantly lower than the list price, after any manufacturer's discount and waiving our labor fees. He is welcome to call me and discuss those prices.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   He is not telling the truth he told it an inferior door to try and sell me a more expensive door then they should not sell inferior products not fond of this CEO at all poor business man  and I complained about the door from when it was first installed it nothing to do with warranty at that point if it cant be repaired the right way I want a refund and will go to a reputable business

  
  

  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We used Unified Home Remodeling to install a front door and storm door four years ago. In the last year, the paint on the storm door handle has begun to fade / peel.When we contact Unified we were told that warranty has expired, and our option was to purchase a new door handle from Unified. They want $89 for door handle and $140 for labor.When we requested that the part be shipped to us so we can install ourselves and save the money on labor, we were told their policy is not to ship parts.We would have to travel to store (60+ miles), pay them for part, then return (another 60+ miles) when the part arrives to pick up.This vendor has taken no ownership on the quality of the products they sell, nor do they wish to resolve issues in a satisfactory manner for customer, unless they can get more money.

  

  Business Response

  Date: 10/30/2024

      We are of course very sorry this customer is unhappy with our policies. As far as the product, I would point out the door itself is not defective, the handle which is used multiple times on a daily basis, can eventually scratch or peel after some time. This is commonly due to items in hands or oils from the hands, including jewelries etc. This is why all manufacturers of locks do not warranty a lock for more than 1 year when it is a painted lock. Some manufacturers offer a longer warranty when it is a plated finish like Brass or Nickle. This handle in question is a white painted handle and took 4 years to peel, however, the lock works perfectly. It is important to point out we are not manufacturers, and this customer wants us to take ownership of the product, which we have explained works the same way as a car dealership. The warranty on a car, is with the manufacturer, not the dealer who sold and delivered the car.   I have explained to **** ****** and her son, like most or all home remodeling companies, we do not have shipping accounts and departments set up to ship large packages. If it was a small item which can fit in a **** envelope, we would've gladly done so. Regarding the price for installation, as the customer mentioned, the distance is over 60 miles from our Service hub to their home. The price we quoted for the installation of the part, is $139. I believe any reasonable person would agree that $139 is a fair price to drive over 120 miles (60 miles both ways) to professionally install a lock. The repair itself would be about a 15-minute repair but to get to the home with drive time and do the repair would be over 3 hrs. 

      We always try to be fair with all our customers and do our best to make them happy. This is why I believe we were able to stay in business for over 35 years, with a 99.6% Satisfaction rating, however, some complaints such as this one, makes up the .4% when a customer is not hearing what they would like to hear, and feels we have treated them unfairly. From my conversation with ************************* Son) yesterday, he assumes we are a parts supply store; however, I have explained, we are not. We install the parts and materials we supply; however, we made an exception to sell this lock, supply only to attempt to help this customer.

   Our offer stands be for this customer to mail a check for the price of the part, we can then order it and when it comes in, we will have it sent to our Patchogue showroom, and they can pick it up there. This will be about a 21-mile drive from their home.

    It is important to note, this can be a longer process, because our Patchogue showroom hours are limited for walk-ins but open by appointment for longer hours. We would order the lock and await delivery, then coordinate a drop off to this location for when someone from that area is coming to our service hub and going back to the ********* showroom and then arrange a customer pickup. So, this may delay the final resolution. 

  We await the customer's call to make these arrangements, should they accept this offer. 

   

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  One of our children has lead poisoning. DOH provided us with list of home improvements. Hired the company Unified for exterior door installations. Door installer had poor craftmanship, ruined original home molding, cracked new door frame, new door frame has nails going through it, wrong screws were used, new door had fine hair scratches in it. I sent emails and photos to the company. Door installer told me he does not fix molding and I would have to call Unified to get a contactor to fix the damage and this is an additional charge to us. Ordered a punch door lock. Door installer told me I would have to get a locksmith to get the punch lock installed this is an additional charge and expense to us. Requested a lead safe installation. Door installer haphazardly hung a plastic barrier further exposing potential lead dust, placing our children to further risk. Date of installation was June 9th 2023. As these hazards were occurring, I was taking photos, calling and emailing the photos Unified. We requested to keep the original doors worker took doors with him and half of our SimpliSafe security alarms were on the doors that were taken away by installer. Company called in August despite me sending emails in July 2023 requesting a manager to come and walk through our home to assess the poor craftmanship and to come to a mutual resolution. This never happened. Seeking full reimbursement for I need to hire a contractor to reinstall the doors, fixed or replace the original home molding and replace cracked doorframe that was installed.

  

  Business Response

  Date: 08/31/2023

  We are aware of the issues at hand. We were waiting on parts to come in from the manufacturer and they have now arrived to our warehouse. We are contacting the customer to schedule a new installation date to fix all issues. We will be sending a better installer to make sure they do the best work possible. We will also have a manager come the day of this installation to make sure the customer is 100% satisfied with the finished product. 

  Customer Answer

  Date: 09/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please view attached letter attached above.

  I am not satisfied with the work that was done upon hire. I have had to reach out to the company to seek a resolution. I do not want my job subcontracted out. The company did this on June 9th and the job had extremely poor craftmanship and lack of providing a barrier for a lead safe installation. I do not want to continue business with this company.

  I want the materials we paid for delivered to us. I want a refund of installation costs and to proceed with our hired contractor to repair the damage and reinstall the door frame and door. I believe there is a 7-year warranty for the doors. Unified can remove the warranty if they choose. We can proceed with installation with a private contractor as mentioned in the letter. I find this resolution satisfactory. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 09/08/2023

  *******************, I believe my previous response were clear that we are willing to meet your demands. But we must be able to communicate with you efficiently and that cannot happen through the BBB platform. While we are accepting responsibility for the issues you have complained about, we have always been a company with amicable resolutions and do not refuse to work with any of our customers. I am very sorry it had to come to the level of dissatisfaction it did, and we can only move forward and do our best to make things right. I am aware you made these requests to the manager who called you in Mid- August and we did approve your request to drop off all materials and refund you for the labor, I do not see why we haven't been able to complete that request, but it certainly cannot happen if you do not answer our calls. We will deliver your storm door and your frame for your installer to perform the install. We will then calculate the finalized bill and give you the necessary credits for the labor. 

  Your cooperation is highly recommended in this situation to reach out to us directly. I will be calling you on Monday the 11th and I'd like for you to pick up the phone so we can discuss how we will carry out your request.

  Quite frankly if you continue to only respond through BBB, we may end up in a loop where I will continue to request that you contact us directly to resolve this situation. We need to communicate properly in order to discuss how we will do this and in order to properly schedule the items.

  I urge you to call me at ************ or answer my call on Monday when I call you.

   

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your response. I appreciate Unified's willingness to reach to an amicable outcome. I accept the offer of Unified to provide me with the owned materials and to have out contractor complete installation and make necessary repairs. I understand and accept we will return the damaged installed doorframe. I understand Unified would not like to use the BBB platform any longer to continue to finalize this matter. I will move to private email to further plan and discuss this process.

  I work swing shifts in a hospital and do not always have access to my phone. Email is the best and quickest way for communication. I wish to continue to communicate through email. I want to keep the communicate professional and wish not to have confusion or experience any he said she said matters. We can arrange a date and time for materials to be dropped off via email. This will have to be coordinated with the availability of my contractor. Please provide me with the dates and times and I will work out a schedule with our contractor. 

  Happy to continue our efforts off the BBB platform and in private email.

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On April 30, 2023 we went into contract with UNIFIED to side the front of our house. The issue at hand is the addition of a storm door that was accepted as "top,of the line" to be delivered and installed prior to the installation of the siding. As we were replacing a PELLA door, we wanted a door of equal quality. The $799 (and $99 additional for a special door knob) seemed consistent with the salesman's analyses of the product. While the k*** was subsequently unavailable, it was replaced without addressing the "upcharge" set forth on the contract. - The door was installed on 6/27/23. Following that, we noticed an unacceptable noise level when the door closed on the striker. With that, I emailed UNIFIED to bring this to their attention. After multiple follow-up calls, ******* was dispatched (three weeks later) on July 21st at 8: AM to address the issue. The technician sprayed WD40 on the hinges of the door and we were told that the door was functioning correctly and there was nothing that could be done. He took a video of our complaint, said he would show it to the office, and left. Eventually the office called to see the status of the door. He insisted that the door was functioning as designed and I informed him that the auditory issue had been addressed. With this, my expectation was for a final bill to be sent and payment would follow. In the meantime, the quality of the door became an issue with rain. - In early August we were contacted by "****" from the Unified office. His demeanor reflected condescension and threats .that they would send our account to "collections". He said that when a customer buys a product with a problem we should go to the manufacturer & not the company who sold it. Although the product is poor quality and NOT what was promised, we sent a check for the full balance amount (via Registered and Certified Mail) on August 14th.While the siding was done with perfection, the storm door issue left a stain of discontent.

  

  Business Response

  Date: 08/30/2023

  Unfortunately, the events are not accurate with this customers complaint. The storm door in question is in fact a top of the line product, made by ********************* in ******* ***. ************** and I spoke and I explained the noise he complained about were from the *********** release from the closer which is intended by the manufacturers. ************** was not happy with this because it was determined after inspections and videos, that the door is functioning properly. ************** was in fact offered a different door (to be quoted) if he felt another door would be an upgrade but I told him the issue is not guaranteed to be gone, as all storm doors make this noise when the air in the pump is released at the last few seconds before latching automatically. ************** told me at that point, he has gone to ********** and bought something else and installed it and this seems to work. I explained this is not something we could have done, as we are not allowed to install a different part on the door or it could lose the warranty with the manufacturer and could also cause damages to the product if not compatible with the manufacturers specifications. ************** promised to send in the final balance the day after our last conversation, however, 2 weeks had past and he hadnt done so. When I reached out to confirm payment was mailed, Both Mr. and ************** got on the phone and told me they didnt feel they should have to pay the final balance because they didnt like the door, to which I responded the payment must be made because the product functions as it should.  As far as any issues with the rain, we were never told of any other issues other than the (Normal) sound of the door locking. Wed be happy to return and service any issues the customer may have, if they reach out to us and put in a service request. 

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The clearly subjective quality of the product does not measure up to our expectations. It should be stated that our contractual obligations were never in issue. Rather, full payment had been completed for the siding and subsequent balance on the storm door was never in question. To suggest otherwise is misleading. Our previous door was a ****** product and functioned quietly. This one does not. Again: Buyer Beware. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In 2019, we contracted with Unified to install a Newport Craft aluminum storm door for our side door for $598. The door is poorly designed and, after a couple years, we noticed that periodically the storm window will simply fall out of position, creating a hazardous situation and defeating two primary purposes of a storm door -- blocking precipitation and retaining heat in winter. We contacted Unified this year to address the problem. They notified us that other customers had contacted them with similar complaints. After our call, they sent a technician who evaluated the situation, took some measurements, and left. We paid $85 for the service call, assuming it would result in repair of the door.A few weeks later, the technician returned, made some modifications to the door frame, and claimed the door was "fixed". However, the storm window still falls at random times. My wife followed up with Unified after we noticed the problem recurring and was notified by the company that they had done all they can do and there is no solution to the problem except to upgrade to another model. The service representative stated a price quote of $1600 for the upgrade. This is a ridiculous "solution" to the problem. The door is a lemon and the design is faulty. Had we been informed by Unified at the time of purchase that the door's design was flawed and hazardous we would have purchased a better door or contracted with another company. In addition to my above complaint about the flawed merchandise, I want to point out that since the $85 "repair" did not actually solve the problem, the company should reimburse that expense. There is no difference in the behavior of the door's storm window before and after the technician's visit. Why should we be liable for this expense if the device was not repaired? I would like immediate reimbursement of the $85 repair fee and replacement of the door with one that functions properly and is not hazardous to human beings.

  

  Business Response

  Date: 10/25/2022

  This customer purchased a Bonded storm door in 2019 and has used it for 3 years without issues. Early in 2022, they reported an issue and we dispatched a service tech to inspect and repair. We found that the door was slamming and causing the glass to fall out. In addition, we found that the tracks were worn from not holding the weight of the glass up but rather the glass was slid down and left to engage by the force of the spring. Although this was not covered by the manufacturer, we were able to get replacement parts and make the necessary repair as a courtesy and we charged the customer only the $85 service deductible.
  A few months later the customer stated the issue has reoccurred and requested an option for a replacement. Unfortunately between this time Bonded went out of business and therefore the door is not under warranty anymore. We offered the customer an upgraded door from a different manufacturer which carries a coil balance system instead of the latch system like the one they have now. The upgrade door price was $1699 and we have offered to discount the previous price the customer paid for the first door from this price. It is the best we can do in an attempt to resolve or alleviate the issue. 

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company claims we used the storm window incorrectly and this created the problem. I dispute that. In fact, I am very protective of my $600 door and have been cautious about raising and lowering the storm window gently and NOT allowing the spring operated catch mechanism to automatically snap into position. Furthermore, I dispute that the door "slammed shut" and this exacerbated the problem. The storm door has been on a normal setting and closes at a normal rate so that the latch can correctly secure itself upon closing.

  The door has been subject to normal wear and tear from normal usage over the three year period in question. However, beginning about two years of use, the storm window would suddenly slide down at random times. I believe this is because the window latches were not strong enough to support the weight of the window. I contend that this is a manufacturing defect, not because of normal wear and tear or because of misuse of the product by us. The customer service representative at ********************** reported to my wife that other customers had made similar claims about the storm window malfunctioning. 

  The company charged $85 for a "repair" of the door. However, the door continues to malfunction. I would like a refund of the $85 fee, because the repair work did not fix the problem and the company is unable to honor the warranty on the repair. 

  After the company reimburses us for the $85 repair, I would like the old door replaced with one of equal value with a functional and safe storm window mechanism.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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