ComplaintsforUnique Home Solutions, Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I were interested in a new shower for our bathroom so we reached out to Unique Home Solutions to get information. We told them while we are interested she will be giving birth to our son next week so just give us some time and we'll get back with you. They called us like crazy until finally a few days after coming home from the hospital with my wife They called and we agreed to meet. The salesman came in and was very fast in his presentation. We had been sleep deprived and honest we were not ready to decide that day but he told me he gave us a one time discount but we had to sign today. He also reassured us that we can cancel or modify the order if need be. Well after considering the offer a little longer we said no and called and told the people we'd like to cancel 2 days after. The salesman reached back out to us several times but ultimately we though things were canceled. Now months later they have been calling me saying my parts are in and ready for installation and if I don't get it installed they will *** me and put a lien on my home. I explained to them even if I wanted to I couldn't because our financial circumstances have completely changed since we 1st spoke. Also I have gotten sick and have to take an immune suppressing medication were its very risky to have people in my home. So I spoke with a lady and again told her no I thought things were canceled months ago and they said they never received our form to cancel so now we are going to be sued! And to have to go through this over a product that was basically forced on us, we never paid for or got installed just because we were rushed into signing papers while being sleep deprived is just so low. And after the year we've had is just the absolute worse! Never again will I recommend this company!

  

  Business response

  11/04/2021

  Chronology of Events:

  1. Matthew Malone and Valencia Claytor (The Homeowners) signed a contract with Unique Home Solutions (The Company) on 06/07/21 in the amount of $13,453.00 for a custom bath remodel project.
  2. As per the Company’s normal procedure, a verification technician met with the Homeowners on 06/17/21 to review, confirm, and sign-off on final measurements, colors/styles and scope of work. 
  3. The verification technician did complete a Preinstallation Review form with the Homeowners indicating the estimated installation date window of 12-18 weeks from 06/17/21; this period being 09/09/21-10/21/21. 
  4. At the Homeowners request, on 06/28/21 the verification technician met with the Homeowners again at which time a contract addendum was signed stating that the Homeowners would complete the necessary plumbing through a plumbing contractor to enable the Company to install their “customer supplied” vanity; and an additional contractor to complete the drywall work necessary prior to the installation of the products purchased from the Company.  The Company does not provide plumbing services; and Homeowners declined the Company’s offer to add the drywall work to their existing contract.  The Homeowners agreed to have this work completed before the Company’s install. 
  5. The next step was completed by the Company’s production department of auditing the job and ordering the materials.  The expected delivery date of all materials was 09/01/21-09/29/21.
  6. On 09/09/21 the Homeowner (Matthew Malone) called into the Company’s office for two stated reasons: 1. To get “update” on their installation date. and 2. To inform the Company that they could not secure a contractor to do the drywall work and requested an estimate from the Company’s Handyman Department. 
  7. On 09/17/21 the Company’s service technician went to the Homeowners property to inspect the scope of work for the drywall portion which also included numerous additional items at Homeowners request, to enable him to prepare a price quote.
  8. On 09/21/21 all materials for the contracted bath project were on-site and ready for complete install. 
  9. On 09/22/21 through 09/24/21 the Company’s bath department installation manager made several attempts to contact the Homeowners to schedule installation.  He left several messages as the Homeowners did not answer his phone call. 
  10. On 09/24/21 the Homeowner called into office stating that he and his wife have Covid-19 and cannot afford their project.  The Company’s customer service representative who took the call informed the Homeowner that their products were in warehouse and agreed to call them back to resolve in one week after their ten-day quarantine period was over.
  11. On 09/28/21 the Company’s service administrator called the Homeowners to give them the price of the additional work.  The cost total was $4912.60.  At this time Matthew Malone informed the service administrator that both he and his wife had Covid-19, that they were no longer working and would not be able to pay for their bathroom.  Note:  The Homeowners did not put any money down on project; but did get approved for 100% financing of their project through Time Investment Bank.  He said due to the fact he was cancelling his original contract he would no longer need the Handyman estimate. 
  12. On 10/01/21 the Company’s customer service representative called the Homeowner as planned to set up an in-person appointment.  This time the Homeowner stated that he now also has Crohn’s disease and is worried about his immune system and therefore would not schedule an appointment for resolution.
  13. On 10/04/21 this project was put into an internal company stage called “Problem Job” by the senior vice-president.  The documented history was given to the vice-president of sales with direction to contact customer for resolution.
  14. After several attempts, the vice-president did make contact with the Homeowner on 10/06/21.  The Homeowner told the vice-president that he had taken another Covid-19 test and that he was still positive.  The homeowner then stated that he would call back the vice-president on the following Monday when he “felt better”.  He did not call.
  15. On 10/18/21 the senior vice-president instructed the Ohio Finance Manager to send a letter to the Homeowners informing them of the two options available to them.  The first option being to allow the Company to complete the install, or the second option of the Company taking legal action to collect 50% of the contract price, which are the terms of the contract for a cancellation outside of the rescind dates (72 hours for sales made in the Homeowners’ home). 
  16. On 10/22/21 Mathew Malone called the Company office, stated he received the letter, and spoke with the senior vice-president.  The Homeowner stated he was back to work part time and his wife was still out of work with no date of return.  He asked if the Company could just let him out of the contract.  The senior vice-president reiterated the two options available and told the customer he could have until the following Monday to call back and either schedule the install start date or the Company will proceed with legal collection on the contract.  He did not call back. 
  17. On 10/26/21 the Company received notice from the BBB regarding a complaint filed by the Homeowners. 

   

  The facts presented by the Homeowners in their complaint are untrue.  The first and only request for cancel made by the Homeowners was on 09/24/21; 109 days after sale date.  Additionally, the Homeowners continued to make changes, and requested to add-on more work during this time. 

  The Company’s contract does state the remedy for jobs cancelled outside of the legal cancellation period.  The terms of the cancellation are not only on the contract, but also on a separate document stating the terms of cancellation and legal obligations of purchaser.  The Homeowners signed both the contract and the Notice of Cancellation.  Copies of all supporting documents are attached to this response.  Call recordings of each phone call are maintained by the Company and are available at your request. 

   

  Customer response

  11/04/2021

  Describing a time line of events doesn't Describe the miscommunication that was given from the start. We had the understanding that we weren't locked into things until the work began because we hadn't paid anything yet. And once we found out other wise it was outside of the time frame to cancel. I just don't understand how as a business when a customer acknowledges that there was miscommunication and lack of understanding in terms of the contract agreement why you wouldn't care more about your brand and how you are represented and just cancel the job and move on. Why would you do a job for someone who clearly doesn't want it. And from the begin a day after coming home from the hospital giving birth to our child having barely slept we made it clear we weren't in the right head space to make decisions. But they kept pushing and pushing saying I at least had to agree to the work being done or I'd lose my discounts if I decided to go forward later. It was just a bad process and terrible miscommunication. And again if you have any Integrity at all I'd like to be left alone as this was not what I agreed on from the beginning.

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