ComplaintsforUniversal Factory Direct, LLC

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/26/23: Met Jenny S***** ***** at Universal Factory Direct at 12pm to look at hot tubs, which we ordered and put $1500 deposit down. 5/8/23: Jenny text me at 10:11am to ask if we were ready for delivery, which we were so I called her right back and paid the remaining balance of $10,349. 5/19/23: Hot tub delivered. One of the delivery men (owner's son) noticed that one of the headrests were missing and said that he'd get one on order. 5/26/23: I sent a text to Jenny to make her aware of the missing headrest and also the fact that one of the air toggles didn't work. She said that she would look into it. 7/24/23: I text Jenny again to remind her of the missing headrest and that it was now 2 air toggles that didn't work. Jenny gave me Vergie S******* phone number and told me to get in touch with her. I text Vergie and informed her about the missing headrest and 2 faulty air toggles. 7/31/23: I text Vergie to let her know that the tub was now leaking 25 to 50 gallons per day, she said that she would forward my # to their tech Ed. 8/1/23: I text Vergie to let her know that I hadn't heard from Ed yet, also I wanted to know if I should shut the power down and let drain or continue to fill the tub. Vergie called me to assure me that Ed would be out soon to fix the tub, also she said it was up to me if I wanted to let the tub drain or continue to fill it. 8/11/23: I text Vergie because I still hadn't heard from Ed. After all this I got Ed's #, He told me that his real job was clam digging and that he'd be out when he could. Several more times I reached out to Ed, Jenny, Vergie, Kevin S***** (owner) and they keep saying that they will be out to fix it. The hot tub is under warranty. This company has proven to me that they don't intend to stand behind their product. I no longer want the tub fixed, I would like for them to take it back and return my money. I didn't have enough characters to write all of my correspondence with them, I kept a log book.

  Customer response

  09/25/2023

  Universal Factory Direct reached out to me on Tuesday September 19th to say that they would be out to my home the following day to work on the hot tub.  Ed the service technician asked me to fill the tub so i did and upon doing so i noticed that one of the lenses for a led light was cracked so i brought that to Ed's attention.  Ed said that he would be out to fix the tub once the part came in. I would like to believe that the company will come and service the tub that they sold to me but I have been told for 4 months now that they will be out to service it and I have yet to see anyone.

  Business response

  10/17/2023

  Hello,

  I'm very sorry to hear that ***** had a bad experience with Universal Factory Direct.

  I would like it noted, his hot tub worked with out his air switches turned on. This simply gives air bubbles through the jets at a bit higher pressure. 

  By no means do I think he should go without them working however.

  October 17, 2023  Universal had a tech go out and fix the leak and the air toggles.  Under warranty of the hot tub manufacturer the hot tub has been fixed.

  Thank you,

  jenny

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased kitchen cabinets from this company last August with an unconditional guarantee of quality and service after the sale. We began noticing defects in the cabinets last winter and were told after communicating with the company and sending them pictures that they would send us replacement cabinets and a drawer no questions asked. Unfortunately after multiple emails and phone calls which the company is now completely ignoring we have not received the promised cabinets and drawer. I have repeatedly called the company and emailed them to no avail.

  Business response

  02/27/2024

  We've been in touch with *****. and have ordered him replacement drawers and door fronts that he's had a problem with .. They are shipping on Friday 3/1 and he should recieve them about middle of next week..

  Joe 

*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. ↩