ComplaintsforUnique Home Solutions, Inc.

• 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

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unique Home Solutions purchased ***** who did the work 10 years again with lifetime warranty. Today Unique says they can not fix it or honor the warranty because they don't have anyone close to my location. The picture shows we just need a small piece of the vinyl siding replaced. Unique is also no longer taking my calls for help.

  

  Business response

  03/30/2024

  I spoke with the homeowner.  He has placed the piece of siding back into position remedying the problem.  No replacement of product was needed.  I also reviewed the steps with him regarding how to file a manufacturer warranty claim if applicable for any future needs.  

  Attached to this reply is also the letter Unique sent out in 2019 notifying Larmco customers that we would no longer be able to service warranty issues and how to proceed with such claims.

  We apologize for the communication errors that took place in preventing a speedy resolution.

  Thank you.

  Customer response

  03/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• 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).  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been a total nightmare. It took months to install the bathroom, when they finally came they put the cheapest stuff in,they aren't even from the same vendor. when they said they were done, i called several times& left voicemails to complain about the job they done, my calls & voicemails were ignored they finally sent a guy to fix something that didn;t get the 1st time. I showed the guy all the stuff that was wrong, he wrote everything down, i waited 2 weeks to here from Unique on what they were gonna do, no one contacted me,so again I had to contact them, they set a day to come, i called that day to cancel cause i wasn't feeling well. they never called to reschedule, so finally couple weeks& i called them. The man came, he was rude, telling me that some of the things that were wrong in the bathroom my daughter did, telling he was gonna polish that top of the vanity that has scratches, mind you I'm paying $23,000 for a bathroom that is in a mobile home & is 8 by5. The man wrote all this stuff down on1/18/2023 & said he would call to take care of this as of 3/3/2023, have not heard from him or anyone from Unique. I am 71 yrs old& have alot of medical issues. i feel like ive been taken advantage of. I don't want them to come back to my house, i can't handle the stress. I pay monthly on this bathroom, I'M asking to not pay anymore money& this disaster be put behind me..

  

  Business response

  03/27/2023

  Please see attached document.

  Customer response

  03/30/2023

  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 do not accept this. This bathroom cost $23,000 I can't imagine why there would be different vendors on all the parts they installed. The ceiling & the walls were done by a professional contractor. When the installation manager came to my house he accused my daughter of putting the scratches on the vanity,which was very un professional of him& now he is lying & saying it was done by the person who done the ceiling which is a professional contractor,so which is it? I don't feel like it should just be buffed out for the money i paid for the bathroom. I have never seen the pictures that they say they have, they never brought them with them when they came to look at the bathroom either time. And about the chalk, my daughter never said he couldn't re chalk it, there were several places he saw that needed re chalk already because there wasn't enough chalk put on places. About the smoking in the home there isn't excessive smoking in the home, I have COPD & I'm trying to cut back on my smoking, so I don't appreciate someone saying that when they don't live here& don't have a clue what they are talking about, his assumptions are getting riduclious.Also the bathroom door stays shut, so maybe they need to find a chalk to use for people that smoke in their home, I'm sure I'm not the only customer they have that smoke in their home. Why haven't I heard from them since their installation person came out? This is the 1st thing I've heard from them since Jan. 18 2023,why?? They didn't even address everything in their complaint, that the installation person, wrote down. I sent the attachment in my complaint the 1st time. this is under warranty& the customer isn't satisfied with this at all& if they can't make it right then i want refunded for this, or I guess my next step is to contact my attorney.
  
  Regards,
  
  ***********************
  

  

  Business response

  04/03/2023

  Dear *******,

  I have attached a copy of our entire service panel for this customer, along with the pictures taken upon job completion on the final day of installation for your review.
  

  UHS has decided to withdraw our courtesy offer to ** to complete all items the company is Not responsible for which include:
  

   

  1. Will not change toilet seats.  The soft close seat which the ** selected and purchased is operating normally according to manufacturer specifications.

  2. Will not re-caulk perimeter of shower walls as this was done perfectly at time of installation as evidenced by attached post-install pictures.  

  3. Will not buff vanity top scratches caused from either painter tools, or daughter's hair iron, or other, as evidenced by attached post-install pictures.

   

  The company will do the following work that we agree we are responsible for, provided the ** agrees to treat UHS staff professionally and respectfully while on site completing the work:

   

  1.  Will clean silicone on shelf tip(s)

  2.  Will service (re-attach) pop-up stem on faucet drain

   

  As you can see from the pictures, this bath remodel was completed, as all others, with our company's high quality professional craftmanship.  

  It is our conclusion that all other customer complaints were caused post install by the homeowner's neglect and/or abuse; and that neither cause entitles this customer to a 'free bathroom remodel' which she is trying to get with her unreasonable request for a full refund.  
  

   

  Sincerely,
  

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

  D. ******************************* VP

  Unique Home Solutions

  
  

  Customer response

  04/05/2023

  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. 
  I do not accept any of this, this bathroom cost me $23,000 for a 5 by 8 bathroom in a **** trailer, i own my place& the bathroom needed work, I am on a fixed income, I pay $ 400 a month for a bathroom in my opinion was done poorly& cheaply on the company part, the materials didn't even come close to $2000. I feel like i paid to have this done,then i should be totally satisfied with it& I'm totally disgusted with it,when people come to my home& want to see this bathroom they laugh. This bathroom is suppose to be under warranty & I'm suppose to be satisfied with it& Im not, I almost will like to tell Unique to come& get all this cheap stuff& I'll find some other honest company to put a  bathroom in for me. You guys change your stories all the time, when **** was here my daughter told him to leave because he was accusing her of the scratches on the vanity,the was rude& very un professional,especially in her home,now you are saying the professional painter did it,so which is it? No my daughter wasn't going to agree to you buffing a brand new vanity. The pictures you sent with this, none of them were close up,they were far away where you couldn't see all the problems. I have close up pictures where you can see all the problems. And for you saying I just want to get a free bathroom is crazy,I was paying on that bathroom before it was even done. I pay $ 400 month. I'm tired of you guys just assuming things& making things up. How in the world would you know how much anybody smokes in this house& for your information, no one smokes in that bathroom, so now what's your excuse of the caulk turing yellow?? My attorney is out of town this week, I will be contacting him to see what can be done. I have lots of pictures close up at that, of that mess of a bathroom.If you want to see them I will be glad to send them to you. So since you don't wanna fix this mess of a bathroom, I'm going to see what can be done.
  Regards,
  
  ***********************
  

  

  Business response

  04/10/2023

  UHS feels that we have already adequately addressed the situation and we stand by our previous response.

  Thank you.

  Customer response

  04/13/2023

  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 already responed to this, why hasn't unique???
  
  Regards,
  
  ***********************
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of sales pitch 7/15/22 was for a new roof and and new gutters total cost of *********- They processed the down payment of ********* on 7/16/22 on my credit card. Per the documents the sales person had us sign if we cancelled by midnight 7/19/22 all deposits would be refunded within 10 business days. These documents did include the email to address the cancellation was to be to. I sent an email to the the email that was provided on the paperwork to cancel the contract. We then received a phone call within 10 minutes contacted by the company. They set up a meeting for 5pm on 5/21/22. At this meeting he had us sign a document stating that he has given us back the cancelled contract.

  

  Business response

  08/09/2022

  Dear Mr. and *****************,
  
  Your refund check was issued Friday 8/5/2022. This falls within the corporate policy for refunds. If you have any questions or concerns,please feel free to reach out to us by phone.
  
  Thank you!
  

  Customer response

  08/19/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted Unique Home Solutions to install a set of french doors with a custom built-in doggie door. During the initial home visit they assured us that our request could be filled without any issue so we agreed to the contract. After approximately 2 weeks we were notified by Unique Home Solutions that our special request could not be honored because they changed door manufactures but that they would attempt to work out a deal with their manufacturer in ****. More time passed before they contacted us again to advised that they were unable to get our order fulfilled and that we would need another visit by them to discuss second choices. After the additional home visit we agreed to have a new sliding patio door installed along with a separate doggie door that would be installed in the wall. When the install happened the doggie door was damaged by the installer but Unique Home Solutions made every attempt to blame it on the manufacturer, however, they never acknowledged why their installer would have installed a damaged door. That question fell on deaf ears apparently. They agreed to work with the manufacture to acquire another doggie door and approximately 2 weeks later we still do not have a resolution and continue to be unable to use what we are paying for. They have not notified us of any updates and when reach out to them via phone the messages are never returned. We are asking for immediate correction to this and compensation for our troubles and their poor business practices.

  

  Business response

  06/21/2022

  Dear ************ BBB,
  
  
  We are happy to report this service was resolved on 6/20/2022 to the customers complete satisfaction.
  
  Sincerely,
  Unique Home Solutions

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company will not stop calling my cell phone. I tell them to stop calling all the time and block their phone number. The next day they call again from a different phone number. I just told them again to stop calling. I explain how I block their phone numbers and she just started talking to me about their specials. Hung up on her and blocked that number. Please stop with the telephone harassment.

  

  Business response

  05/31/2022

  This homeowner filled out an online form from a third party provider requesting an estimate on their project, who in turn sent it to us for fulfillment.  We called them three times.  Twice there was no answer.  On the third time they answered and asked us not to call again.  We did then remove them from our database. 

  When a homeowner fills out an online form from a third party, they are sent to multiple companies such as ours to make contact.  That is likely why they keep receiving calls; but they are not all from  us.  As stated above, we made three calls total, made contact once, and then removed them from our records as requested by them to prevent further calling. 

   

  Thank you,

  ******************************* SVP

  Unique Home Solutions.  

  Customer response

  06/01/2022

  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,
  
  *******************************
  

*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. ↩