ComplaintsforUniversal Iron Doors & Hardware, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Universal Iron Doors and Hardware reached out to me January 13, **** in an excessive and bullying fashion. I asked a simple and kind question about pricing and received a response that shamed me for not wanting to spend more money. Is bullying an acceptable sales practice? Certainly not effective. I simply stated my hesitations with price. I thanked them for reaching out, yet ******* was pushy and rude from the start.

  Business response

  01/31/2024

  First and foremost, would like to apologize on behalf of our company and our sales team.
  
  It completely unacceptable and not what we stand for.
  
  Our sales team undergoes a training seminar for four weeks, and expected to perform with all respect and knowledge of our product.
  
  We do see that you purchased two weeks later so thank you for giving us a second chance.
  
  Madina is super friendly and is very knowledgeable.
  
  Thank you for allowing us a second chance.
  

  Customer response

  02/09/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I always start from the positive. The website to select the door is a nicely laid out web property... I was able to select the door and read information about it and the warranty provided. The deal was also ok and the door was delivered within the timelines provided. There the positives end. The door was installed and shortly after a crack appeared on the bottom of the door. My understanding was that the door was iron... but no. The outer shell is Bondo and the supposed inners of the door are iron. The door being Bondo in the outer shell should automatically disqualify it from being considered iron. As soon as the crack appeared, the salesperson who managed the sale stated that this is normal since the outer shell is Bondo and that they will send out a kit and a repair person to take care of it since the door carries a 3-year warranty. The kit arrived but the repair person went **** Multiple texts and calls to both the repair person and the door supplier (including the *** *****) went either unanswered or promised that the repair will happen.I can't believe how poor the customer service of this company is. I would simply like the door repaired or replaced.

  Business response

  03/15/2023

  This has been resolved with the customer, please contact customer. 

  Customer response

  03/16/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been dealing with multiple issues since delivery on 10.4.21. I ordered 3 matching doors with 3 matching locks and handles on 9.15.21. One door is completely different from the other two, one door jamb came bent so wouldn't close, one is missing the large handle and all 3 have different locks with different keys. I've contacted multiple times and spoke with multiple people (including the owner ***** numerous times). Every time I get told something is going to happen; it never does! I still have a mismatched door with no handle and still have 3 mismatched locks. Their phone system talks about 100% satisfaction guarantee yet they won't fix all of the issues and it's going on 9 months.

  Business response

  03/15/2023

  We have sent the customer new handles and a new set of deadbolts it has be resolved with customer 

  Customer response

  05/25/2023

  After over 1.5 years, I finally got 3 deadbolts that match. After multiple attempts, I finally got a door handle which actually is correct for one of the doors which hasnt had a handle this entire time. This finally happened weeks after they claimed this was resolved. 
  
  Main item - I still do not have a door which matches the other two. The lady I spoke to wanted to compensate me with $500 to not have to replace the mismatched door. This door was almost $2000. Her reasoning to not give a whole refund was that they reconciled their books in 2021 so they can't do anything else. I addressed these issues IN 2021, but they just started to try to fix issues in 2023. That's not my problem and not how a company should do business who claims they have 100% customer satisfaction. I was told Id be sent 3 matching doors which is what I ordered and should expect to receive. If not, give me a refund. Havent even seen $500, but thats not even close to enough. 
  
  In summary, I still do not have a door which matches the other two of my house. It has not been replaced or refunded for all of these serious issues. Please refund the door. $500 vs almost $2000 is not comparable for an exterior door which throws off this house. 
  
  Thank you.

  Business response

  06/23/2023

  Hello 

   

  We can send the $800 refund check. We will need full name and address to send a check to 

  Customer response

  07/11/2023

  $800 doesnt cover what I paid for this door and all of the time spent on all of this companys mistakes. The door before handles, locks and shipping was $1850 alone. The door needs to be refunded completely. 

  
  

  Business response

  08/09/2023

  Hello, 

  The best that we can do is give a $1000 refund, everything has been settled with the customer. this $1000 is a good fait refund check it has nothing to do with the quality or the way of the or is working. The customers door works and customer has all the parts. 

  Customer response

  08/09/2023

   
  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. Please send refund asap to *****************************************************
  
  Sincerely,
  
  Chelsea True

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a door from Universal Iron Doors & Hardware, Inc. on February 26th, 2021. The door delivery was substantially delayed by four months, resulting in an eight-month waiting period. Once the door was delivered and installed by September 14th of 2021, we notified the company that the door windows were defective and had consistent dark spots throught that could not be cleaned and that I would like a resolution. The business did not act on any of the multiple resolutions requests, insisting it is normal to have dark spots on the window. The company has requested full payment of the door when the door was not what we ordered and has not offered any resolution to the defects of their product. I have contacted the business via email, text, and call to request a replacement. However, it has my requests continue to be ignored. The company has made multiple threats over the phone to sue me, but when asked about what they plan to do about the defect, they refuse to replace the door insisting that the dark spots on the windows are normal. In addition to the defect, the original door ordered was different from what was delivered; they also refuse to acknowledge this. I want Universal Doors & Hardware, Inc. to replace the defective product they have sold to me.

  Business response

  04/12/2022

  Business Response /* (1000, 10, 2022/03/29) */ We appreciate every single one of our customers but when we have a customer about mouthing us it's truly so unfortunate. There is not one single statement in this complaint that is true. Every single sentence is false. The door was installed therefore the customer had to finish up the deal with making their final payment. It wasn't until we push the issue about getting payment that there has been complaints. We made numerous attempts to contact them over the phone via email and even text. All of these of course were ignored which then push the customer to file a complaint against us. We are family owned and operated. Our company supports over 15 families. We feel that we have been robbed of the final payment of our beautiful iron door. Unfortunately, one customer will ruin it for the rest. This is why we have changed the way we process payments. Which is honestly very unfortunate.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding Order #****. We ordered some doors, one of them being a screen that was made too long. On June 4th we contacted Universal Iron Doors and ***** responded right away requesting the correct measurement needed and said they could make a new one at their shop and have it ready in 2 weeks. Our office gave him the correct length of the door and on June 14th followed up with the correct width of the door as well. We followed up on July 21st with no response. Upon following up on August 4th we were told they did not receive the width measurements and our office sent the width again. Since then, we have followed up by email on August 31st, September 1st, September 8th and October 11th, all with no response. Our office called in or around the end of September and spoke to someone who said that there was no way a door could be fabricated in 2 weeks and it was probably taking longer due to the pandemic. We left a message for *****, who was in a meeting, but never received a response. We reached out via Facebook and were given the name of the original salesman, **************, to call for assistance. We called and left a message for ******* with no response. We emailed ******* on 10/25 to which he responded that the screen door was done outside of him and he has no insight on it at all and any information would have to come from *****. We then emailed *** asking what to do if ***** won't answer, with no response. We emailed ***** on 10/25 and no response.

  Business response

  04/12/2022

  Business Response /* (1000, 11, 2022/03/29) */ We truly understand the frustration that all the delays may have caused you along with many other customers. As much as we would like to expedite our items and products unfortunately somethings are just completely out of our hands. Being that all of our manufactures are overseas we just cannot for see the future nor can we accommodate everybody's schedule, when things are expected to come in and they're being delayed. We do understand that sometimes just communication is all that you need but unfortunately there has been a point where we have been short staffed and we are doing our very best to get back to all of our customers in a timely manner. Currently we're in the middle of a transition and I'm working on making things better all around for the customers as long with as our stuff as well .

*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. ↩