ComplaintsforUnique Supply & Repair, LLC

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The "standard" two car garage door width is between 16 and 18 feet; my home is a 1957, and has a 17' wide door. I ordered a 6" x 18' long garage door weather seal using their GarageDoorWeatherSeal.com website order system. Unique sent a seal approximately 16.5' long without any documentation. Calling the contact phone number only gets “mailbox full..cannot accept messages” for weeks on end; no change. They will not answer the phone, emails, or their own internal contact form from their webpage. The website has NO guarantee, policy, or return information. I finally submitted the issue with PayPal to obtain seller response. and receive the product I ordered. Response from "*****" at Unique is "seals are measured and weighed twice before shipment", along with "we must and do ship the correct items. If the customer needs a different than ordered seal, return the item and re-order." When I provided photos showing the width of the garage door (17'), and that the length of the item they shipped was too short, Unique didn't acknowledge they erred, again stating I needed to order the correct length (I had). Unique asserts without evidence they shipped an 18' long product. What can be asserted without evidence can also be dismissed without evidence. I provided evidence; Unique has not. Despite advising of the 2/21/2023 BBB complaint on another incorrect shipment, ***** refuses to acknowledge incorrect shipments occur. Further, although they responded to the BBB complaint of 8/4/2021 stating their policy of giving the customer a full refund and letting the customer keep the wrongly shipped component, they will NOT honor it!

  Business response

  12/05/2023

  We have repeatedly explained to this customer that our system insures we ship the correct length seal. We are certain the customer received the length of seal they ordered.

  Again, if the customer requires a different length seal than they purchased, the can re order the correct length seal.

  This is at minimum the fourth time we have stated the above to this customer. 

   

   

   

   

   

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Complaint: ********
  
  I am rejecting this response because:
  
  Upon receiving their shipment of the wrong length, I drafted an email, then attempted to contact Unique for 2 weeks via their customer service phone number.  All calls to the phone number listed on the website are forwarded to an automatic voice messaging system that won't allow messages to be saved; even today.   I sent the drafted email on November 2, and submitted my issue via their online contact form.  I never received a response.  Nor did I receive a response after submitting my information via their online contact form, advising of the error and requesting the correct 18 foot length be shipped.  
  Unique claims they have a system that ensures they ship correctly and does not allow mistakes.  If they had such a system they would be world famous, since it is a fallacy, and impossible, when the process relies on humans to perform the process activities.  Unique provided no evidence to support the claim they shipped what I ordered (18 feet), and their company records show they do make mistakes even this year.  The fact I want to send back the first shipped seal of incorrect length (at only about 16.5’ long) in it’s original box via Unique providing a shipping call tag is evidence to all that I am being honest about what they shipped me; it is an incorrect length that doesn’t fulfill the order placed and paid for online.  I submitted two photos of the seal on my door.  Here is another photo of my garage door.  Anyone can see by dimensioning the 35" wide door to the garage door that it is NOT 18 foot or larger; it is 17 feet. 
  
  
  Unique continues to ignore the key component of my shipment complaint by repeating the “IF ..require a different length than they purchased….”.  I don’t need a different length, I need the 18 foot ordered but not received.   By not providing the product length I ordered, Unique is committing retail fraud.  I ordered and received an 18 foot length from another company (see photo); that seal required me to cut a foot of it's length off since my door is only 17' wide.   

  
  I would like to change my request to a refund from Unique, as they are evidently unable to complete the order properly. 
  
  
  Sincerely,
  
  ***** ******-******
  Sincerely,
  
  ***** ******-******

  Business response

  12/18/2023

  As previously stated, we have repeatedly responded to this customer. Nothing has changed from our previous reply's. PayPal has denied this customers request. That should have been the end of this. 

  We have nothing to add to any of our previous reply's to this customer.

  *****

   

  Customer response

  01/02/2024

  [BBB Transcription via Email]

  I have tried to respond to *****'s latest comment; the one referencing PayPal, but my complaint response code sent December 18th, *************, does not provide any option for me to answer the business's statement, advise that ***** is misinterpreting the response from PayPal, and send the owner, ******, the video and photos I sent you.  

  
  

  
  

  The access code is not providing me the opportunity to reply; to either accept or reject the business response.  Why is that? It's been only 5 days.  I should be allowed to respond, so that ***** and ****** can see they DID make a mistake, and correct their error!

  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered black garage weather stripping and they sent me brown I spent 196.27 dollars they only returned me 118.95 they stole 77 dollars from me They sent the wrong color weather stripping brown instead of black I would be careful when ordering products from this company They are crooks

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an item from this company on 11/6 for my home, I received an email confirming my purchase of a 16' weather seal and shipment. Upon receipt of my purchase the wrong item, which was for an 8' seal. I have attempted to email the company with no response. When I called them the call was sent directly voicemail, where the mailbox was full. I am looking to return the item and get a return on my purchase.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After I remodeled my garage I went to put the opener up but it would not work because I have a low ceiling track system. I have tried both phone numbers, one goes to mail box, the other is busy all the time. I have sent 3 emails to them, no response. Genie model 6070, cost $390.78 was purchased on April 21, 2021. It would not fit my door, when I spoke to to company the man said I could send it back, he would have to see it to see how much return.

  Business response

  12/01/2021

  The customer was told that they would only get a refund if the item was not installed. It was absolutely installed / damaged and could not be resold so they are not entitled to a refund.

  Customer response

  12/02/2021

  I returned the opener as instructed by the company when I spoke to them. The reason I returned it was because it did not fit, it was the wrong size. It was NOT damaged while in my possession. If the company says it was damaged when they received it, perhaps it was damaged when shipped.
  
  When I sent the opener back to the company, I insured the package for $400.
  
  I would like the company's help on how to get my refund.

  Business response

  12/05/2021

  The item was not damaged in shipping it was damaged from being INSTALLED. If you would like to pay for return shipping we will return the installed item back to you. We do not accept items that are installed which is explained on our website and to you about this specific return because it is a high dollar item. Please send us your PayPal email address and we will send an invoice for the UPS return shipping charges. Once that is paid we will return the installed opener back to you as it has not been destroyed yet.

*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. ↩