Complaints

This profile includes complaints for UHS Hardware Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  UHS Hardware Inc

  3101 N 29th Ave Hollywood, FL 33020-1323

• 

  UHS Hardware Inc

  3301 N 29th Ave Hollywood, FL 33020

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:05/01/2023

  Type:Delivery 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.

  Uhs fraudulently substituted a much cheap and non comparable product from what I ordered

  Business Response

  Date: 05/01/2023

  Good morning, The item sent what was the customer as listed on the website description 

  Brand New
  FCC ID: ********
  CAN: **** 103 2302
  It comes in 3 parts

  --------------------------------

  Customer did not received the board and opened a PayPal dispute but never got in contact with customer service about the order, an RMA and Label was sent to the customer to return the no longer wanted item and received full credit. In the future if you are not satisfy with the product as per policy you have 30 days to return it and receive full refund as long as the item is unopened and unused

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

   

   

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair 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.

  I have purchased a $2500 machine from this company after being a customer for 2 years. got the item and the machine is not what it is promised to do, crashes, and lacks real coverage for cars. contacted them within 2 weeks and explained that I need to exchange it with a better machine they stated that this item is not returnable because I opened the box, I explained that I received this item with an open box already, and looks like a returned item or a tester unit. and how will anyone know how a machine does without opening the box? I spend a few thousand on this site yearly and I am not planning to continue to do so if this problem is not resolved.

  Business Response

  Date: 04/24/2023

  As per our conversation, before returning an item as per return our return policy we need to verify with the manufacturer the registration or if the item is defective, we need to get approval from the manufacturer before we accept this return, I hope after our conversation we have a better understanding on the policy and we will continue with this process.

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

  Machines / Electronic devices must be approved by our Tech Support or by the manufacturer. 
  

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19974256
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******

  Customer Answer

  Date: 04/28/2023

  sorry i didn't mean to reject the last respond, Business still investigating and i will update as soon as i hear back from them 

  Business Response

  Date: 05/01/2023

  We received your request and we contacted the manufacturer about the issue for us to get the approval and replace the unit for us as per our policy,  we notified you back on 04/30 

  Hi ****,
  Thank you for clarifying the issue with your Autopropad, please review your email inbox for a prepaid shipping label and RMA**** slip to ship this device back to UHS.

  
  Once it's processed you will receive an email with credit memo number.
  
  I will send you the coupon code right away once the ****************** informs me this is processed.

   

   

   

  Customer Answer

  Date: 05/02/2023

   
  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

  Date:04/18/2023

  Type:Product 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.

  DATE OF TRANSACTION: Monday, April 17, 2023 AMOUNT PAID: $603.40 - paid to ***-Hardware.com w/ my Mastercard WHAT THE BUSINESS COMMITTED TO PROVIDE ME:(1) Brand-New, Unopened Lockly Pro - PGD678W - GUARD - DUO Dual Locking Interconnected Smart Lock (Satin Nickel Finish), containing all of the necessary accessories, components, parts, paperwork, ***************************** needed for the proper installation of this electronic Smart Lock.The $603.40 purchase covered the following items:$479.99 ------- Lockly Pro - PGD678W - GUARD - DUO Dual Locking Interconnected Smart Lock $109.00 ------- 3-Year Extend Product Protection Warranty $ ***** ------- ***** Delivery Option ______$603.40 ------- Total Amount Charged to My Mastercard WHAT THE NATURE OF THE DISPUTE IS:UHS-Hardware.com immediately processed my $603.40 Mastercard payment, provided me w/ an Order Confirmation #*******, & sent me 4 more emails relating to my purchase.The 5th & last email msg sent from UHS-Hardware.com during the 3pm EST hour today request that I: 1) fill out & submit to UHS-Hardware.com an "In-House" Credit Card Authorization Form 2) send UHS-Hardware.com photocopies of the following highly-sensitive documents containing my Protected Personal Information (PPI):a) photocopies of the front & back of the Citi Simplicity Mastercard that I used to make this purchase b) a photocopy of my photo ID I am reporting UHS-Hardware.com to BBB.org because it is engaging in extremely unethical & highly suspicious business practices with regard to my purchase.UHS-Hardware.com NEVER required photocopies of my Protected Personal Information (PPI) when it accepted & charged my Mastercard for $603.40, while providing me with an Order Confirmation #*******.UHS-Hardware.com is holding my purchase hostage, while demanding that I must now send hard copies of my PPI - clearly after the fact that they have tied up my credit card for a purchase that UHS-Hardware refuses to ship out to me.

  Business Response

  Date: 05/03/2023

  As a new customer, we need to complete a verification process to protect the customer information and the business, We understand , if you do not want to continue with the process and we do not obligate any customer to comply with these requirements, You asked for a refund and we completed for you. The refund was processed and email confirmation was sent to you. Full refund was processed back to your method of payment

   

  Customer Answer

  Date: 05/05/2023

  May 5, 2023

  Complaint: 19948803
  
  I am rejecting this response because it was I who contacted the company doing business as UHS Hardware & told "Kafir" (the person who answered the phone when I called the *********************** that I had notified Citi Simplicity Mastercard that I had never received the Smart Lock (Lockly Pro - PGD678W - GUARD - DUO Dual Locking Interconnected Smart Lock - Fingerprint Reader - Phone App - WiFi - Touchscreen - Key Override - Optional Finish).  I went on to explain to the person at Citi Simplicity Mastercard that UHS Hardware charged my Mastercard without ever shipping out the merchandise to me via Federal Express.  I further explained that it was only AFTER UHS Hardware accepted & processed my credit card for payment of my order (& issued me an Order Confirmation #) did this company send me an email after receipt of my Mastercard payment expecting me to send photocopies of both a Government-Issued Photo ID as well as a copy of my Citi Mastercard.

  I had already indicated on UHS Hardware's Electronic Purchase Form that I was buying only (1) Smart Lock as a Homeowner; so, it was unnecessary for this company to have hard copies of my Personal Protected Information (PPI) sent to them to be on file, since I was not going to be acting as a Sales Rep, a Wholesale Distributer, or a Professional Locksmith.

  Furthermore, sending copies of my Personal Protected Information (PPI) of my Government-Issued Photo I.D. as well as a copy of my Citi Mastercard was NEVER outlined as a pre-condition anywhere on UHSHardware.com before accepting and processing my CITI Simplicity Mastercard for payment.

  I had also opted to set up an online Customer Profile with ********************** even before I proceeding with my order.

  I can now see why UHSHardware.com has received an "F" as a grade by the Better Business Bureau (bbb.org).

  Consumers, beware of UHS Hardware!

  Other companies which sell Lockly Smart Locks DO NOT require you sending them hard copies of your highly-sensitive Personal Protected Information (PPI), or having to make photocopies of your Government-Issued I.D., along with photocopying your credit card whenever you are buying inside a brick-and-mortar retail store.

  Lockly Smart Locks are also sold by highly-reputable companies (both in-store & on online) Best **************** Lowes, & Amazon, just to name a few trustworthy retailers.

  Consumers, take your business & spend your money elsewhere!!!

  No one should be encountering highly questionable business practices & tying up you credit card balance -- without ever receiving an order that you paid for & is being held hostage by a company, who evidently wants much more from you than just your money!!!

  Business Response

  Date: 05/05/2023

  Customers have the option to opt out to the verification process at any moment. Full refund was given and none information was obtained from the customer

   

• Initial Complaint

  Date:04/07/2023

  Type:Product 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.

  As a small locksmith business owner I ordered some stuff from this company and after 2 days passed they didn't ship anything, but on their website it was saying like same day shipping before 3 pm etc. Anyway, I called them to **** what was going on and the guy said that needed me to send them my credit card information and a piece of Id. I said i m not comfortable with sending my information to another company which is not a company I do business with. He said it's their rule for orders what are more than 500$. I told the guy remove one of the item to make it lower than 500$ because I don't wanna share my privacy to anyone for 500$ business. The guy said ok then another days I didn't see any action on my order. This time I sent them a msg over their website. This time another told me because of not having my information they didn't do anything on my order. I told them I don't wanna waste my time talking with them just cancel my order and return my money. They said it's gonna be 5 business days which has to be the same day actually.

  Business Response

  Date: 04/24/2023

  As a new customer we need to complete the verification process/ regardless of the amount of your order. We cancelled your order as per your request and provide with ETA for refund depending on your financial institution/ the refund was giving to your credit card with 48 hrs

• Initial Complaint

  Date:04/05/2023

  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.

  11/19/21 - I, ******************* - ******************* purchased the **horse: Condor XC-Mini Plus High Sec Key Cutting Machine from UHS Hardware, see INV10038423.4, cost $2,650.00.10/22/22 - The machine stopped working therefore I contacted UHS and as per UHS reps ***** ******* They confirmed the motherboard had failed.11/20/22 - Case #***** created-Repair Warranty. The machine was still under warranty so UHS sent me a shipping label to ship to them and replace the motherboard. I was charged $350 out-of-pocket for shipping, the motherboard replacement was covered under warrant. 12/20/22 - My key machine was shipped back to me via Fed Ex. When received, the bottom base pieces were damaged, broken into pieces. Machine was not package securely as there were gaps therefore the machine got banged around. Spoke to ************ about the key machine shipped back damaged. We spoke back and forth and UHS emailed 1/18/23 to send pictures of the damage.1/23/23 to 4/5/23 - I have been emailing back and forth with customer service- ******, after a few periods of no replies from her for weeks. UHS offered a $100 credit for the damages, which is totally unacceptable for a $2650.00 key machine. Then after weeks of emailing they offered a $200.00 credit. Which again is totally unacceptable. They stopped replying to my emails for a few weeks. Only after we called and spoke with **** again for help did UHS - ****** reply today 4/5/23, again offering a $200 credit.2/13/23 - UHS made a case #C-98725167 with Fed Ex for the shipping damage. Fed Ex sent me an email regarding the claim and stated they are only liable to credit UHS (Sender) "$100 because a higher value was not declared on the shipment". *** made a mistake on their side by not declaring the proper value, therefore they can only receive $100 for this claim which they are trying to offer us as a credit. Not acceptable. The key cutting machine is also now having shorting issues with the screen since it was shipped back damaged.

  Business Response

  Date: 04/20/2023

  Good day Shai, 
  After review into your case by upper management, the best outcome we can offer for your claim is a store credit of $200.00, this is our final attempt to offer the best service and resolution to you as a valued customer. 
  
  Please note that this is a mishandling issue caused by the carrier, ******* we shipped your machine under standard conditions and functionalities. 
  
  We understand that the broken piece was a completely unexpected issue to happen, though not a relevance to the functionality of the machine as determined by our Warranty and Repairs agents, we are willing to compensate for this in the form of a store credit of $200.00, available to use immediately. 
  
  If there are any failures that encompass manufacturer's defects please let me know, to report it to the Warranty and Repairs team. 
  
  Kindly reply with your agreement to the credit to proceed and finalize this case.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19901126
  
  I am rejecting this response because:

  A $200.00 credit is not acceptable for the damage of a $3000.00 machine. I understand that my machine was damage during shipping set up by UHS via Fed Ex. As per attached Fed Ex claim (see text boxed in red) , UHS did not declare the proper value of the shipment, therefore Fed Ex is only liable for $100.00. UHS first offered only a $100.00 credit because that is all they were able to get from Fed Ex. Now they offer $200.00 but that is still NOT an acceptable amount for damage of a $3000.00 machine. If UHS declared the proper value of $3000.00 for the machine when shipping back to me, we would have been compensated fully for the damage.

  I emailed UHS twice that the machine is not only damaged at the base but now the key machine screen blacks out randomly and also shuts off while in use so they can proceed and report to the ******************* but I do not believe Warranty covers shipping damage. The machine was damaged during shipping- that is the bottom line. We want the machine to be refunded or replaced as would any consumer who purchased equipment that cost $300.00. Again, if UHS properly declared the value ($3000.00) of the machine when shipping back to me, Fed Ex would have given the claim amount of $3000.00 for the damage caused in shipping. UHS business practices are unprofessional, unfair and I have been trying to resolve this issue since January 2023.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/24/2023

  As we mentioned before the cosmetic damage does not limited the usage of the machine at all/ if the machine is not working properly you can get in contact to our tech support and we will troubleshoot with you/ if after the inspection the machine needs to be bring to our warehouse to be fix, we will be happy to do it for you

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19901126
  
  I am rejecting this response because:

  ****** from **************** stopped replying to my emails that is why I have contacted BBB for help. There was more than cosmetic damage from shipping, as per the emails I sent to ******. The screen blacks out when in use and the machine will stop working while in use. I also spoke to **** about this problem as well and he said I had to continue to contact *************

  If you bought a $3000.00 television and shipped it back to the supplier to fix it, then when they shipped it back to you the outer frame was broken in pieces would you find that acceptable? No. And if the screen started to black out when in use and stop working while trying to watch it, would that we acceptable? No. The company would responsible to fix the machine or replace it.  

  Product Warranties do not cover damage from shipping they did not do, so how can you even say this will resolve the problem with my machine? But if that is the next step than I will do that. Please respond here with the contact persons name, email and phone # for warranty and support  that I need to contact and I will do that. Please be sure to advise phone # as I would like to speak to a live person. No one replies to my emails I send to **************** otherwise.
  
  When UHS told me they needed to replace the motherboard that failed, UHS charged me $350+ for shipping charges. Then received the back the machine damaged from shipping. Please confirm under the WARRANTY to fix my machine you will cover the shipping charges and be responsible if shipping damages my machine again.

   

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

• Initial Complaint

  Date:03/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Bought product (machine) on 01/19/2023 online from UHS, asked for return soon after, called UHS costumer service to release return label, they agreed and sent me a label, packed item to a box and sent them back, soon after they received item called saying they can not refund money because it wasn't in original Packaging, what was written on their policy, but as i mentioned above, I called them explained situation about original packaging that it was damaged by children and I didn't had it anymore after what i was given a permission from customer service representative that I can still send the Machine but I would be responsible for any damages, after what I agreed and got a Return label. Everything is recorded by their company.

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I placed an order for a 2012-2017 ***** Civic Left handle door lock cylinder for $40.84 on 2/15. The car I am using it for is a 2016 ***** Civic which fits the description for the item in question. The part arrived on time but upon attempting to install the lock it was too small. I contacted UHS by phone and I was asked to send a picture via email with the part so they could compare. I told them I had opened the package and verified that there is no way the part would fit. I received an email today stating they had reviewed the images and it is the correct product. They would not accept a return because the product had been opened and attempted to be installed. Initially they offered a $5 discount on my next purchase. I emailed them back stating that their claim to fit the car described in the description was false. They replied reiterating the above and offered $10 to keep a part I cant use. At this point I said I would dispute with BBB.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I placed a $3000 order. Canceled the order same day. They still shipped the order. One item was on back order so after SEVERAL calls and emails I had them cancel that item and requested a refund.Upon checking the status of my refund I found out I was issued a website credit. Requested a refund to original payment and they said it would be refunded to my original payment. It's been close to a month and still no refund issued and NO TIME TO SIT ON HOLD WITH NO ANSWER!

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Made purchase from UHS Hardware on August 11,2022 for $1865.00(see original order). I spoke to ******************* and was told it would drop ship from factory in 45days. Called UHS October 6,2022(56 days). Spoke to ***** who said it should ship out within the week. I was concerned and spoke to Discover regarding this issue. Although I didn't request Discover to, Discover credited my account on October 6, 2022. As I needed the product, I had Discover send the payment back to UHS October 12,2022(see discoverchargeletter). Called in to UHS several times after October 12,2022 regarding status, told no issues, waiting for vendor. Currently I'm dealing with ***********************, a supervisor. ****** tells me UHS does not have the money and that the order was canceled. She went on to say that I have to get proof from Discover (see discovercharge letter) that the funds were released back to UHS. Discover says that UHS needs to call in to Discover to correct this situation. After several emails and a number of conversations there has been no way to resolve this as the vendor insists that I need to show proof of payment and yet is unwilling to reach out to Discover's merchant line which is what Discover requested the merchant do to resolve this. I was also told by ***** or ****** (Earlyon12/07/2022) that the Head of the department (***************************) would call me back. However, ****** called me back (lateafternoon 12/07/2022) instead saying it was because she is familiar with the case. I left a voice mail for *********************** (12/08/2022) this morning, regarding emails I sent her yesterday (12/07/2022) and last week (12/01/2022) that she didn't reply to. I received no call back, however, I received an email (12/08/2022) from ****** stating that UHS has no order and that they do not have the funds. When having a telephone conversation, ****** tells me how she's doing everything she can, yet she is unwilling to speak to the Discover Merchant Line to clear this up.

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  Date Nov 28 ***** I purchased some tools online from Uhs hardware. *** Order #******* - I paid $1789.83 using my ***************** debit card. I.was asked to send id and other documents to their verification **** .,which I did. The documents clearly shows I am the account owner. No report of fraud was file to my bank. I was informed that by a *** representativeand Thur email that they canceled my order. No shipment was made.They have not refunded my money and I was told that someone will call me from their accounting department. I never received the call, products or refund.FTC rule requires refund to be processed promptly when a merchant cancels an order. *** still have not refunded my money or contacted me about this matter . I have tried to contact them , waited on the phone to be hung up on. No return emails. Uhs hardware Has stolen my money. I committed no wrong doings when I order and paid for their products like any other customer. But ********************** fail to deliver the products which is okay I will take my business else where. *** need to give me a full refund. That all I want is my money back. Please help.

  Business Response

  Date: 12/14/2022

  As a new customer you are required to send support documentation to verify your identity/ you requested cancellation and we did as per your request and we informed that In order to verify your identity and prevent FRAUD you can contact your financial institution/ you send the correct documents on 12/06 after you requested cancellation on 11/28

   

  After reviewing information with customer, he decided to continue with the order with us