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:04/11/2023

  Type:Product 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.

  On March 1, 2023 I met with a UWD rep at my home to discuss replacement of 6 window for 2 1/2 hours. She provided me with an estimate of the costs and pressured to have me commit then. On March 2, 2023, someone from UWD contacted me as a follow up. ********************************* of UWD contacted me on March 3 giving me a "total" price. I entered into this agreement with much urgency on UWD part to get me to sign this agreement without adequate time to review it since he required me to go to my computer when we were on the phone and sign the agreement he emailed to me then using DocuSign. I provided my credit card number at that time. On March 6th, my credit card was charged $1909.When I spoke with ************************, he stated someone would come to measure my windows within 3-5 days. Also, on March 3rd, I received a separate email congratulating me on my purchase and enclosing information on what to expect. It stated, A representative will be contacting you within the next week to schedule a detailed measure of the items we are replacing in your home. As of March 27th, no one had contacted me at all from UWD for measuring or anything else. I called UWD and spoke with ************************ who informed me someone else would call me the next day. No one called until 4/4. With the lack of customer service inconsistent with the agreement, I sent the cancellation of the project on 3/31.I was to get approval for the windows from my HOA for the project. I did so and provided the acceptance of the project to UWD by email on March 23rd. I sent the message to the email address provided on an email I received on March 3rd about the project which stated, Throughout the production process, should you have any questions, comments, or concerns please feel free to reply to this email," and later found this was a no-reply email address only after I did not receive any response from UWD and called UWD. As of April 11th, I haven't received the refund due me. I requested with the cancelation.

  Business Response

  Date: 05/05/2023

  Thank you for the information regarding Complaint ID #********. We would first like to apologize if this homeowner felt that the communication, especially around the timeline of the project, fell short of their expectations. She did speak with our Sales Manager and this project was cancelled in April. At almost the same time, the customer issued a chargeback on the card that was used to make her deposit, so we do not have any of the homeowner's money that went towards this project. We appreciate the chance to provide clarity and to respond. We hope she will think of us in the future. Thank you! 

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as the charge dispute on the credit card is accepted as fully completed as well. 
  
  Regards,
  
  ***********************