ComplaintsforUTS Roofing

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orginal ******** door installed summer 2022. Started flaking fall 2022. Lowes sent me to ********. ******* said door improperly installed - without looking at pictures of install. ******** ordered replacement door on case ******** and told me to use *** for replacement labor. After several dozen emails and phone calls, *** replaced door at cost of $2620 Oct 2023. "Tech damaged door frame on install. He said he would report damage which I don't think he did. I have been trying since Oct 2023 to get damaged door replaced. DOZENS of emails to *********************** at *** but all he says is that he's working on it. We are putting our home on the market in April and this MUST be fixed by March ************** I will have to escalate.

  Customer response

  01/22/2024

  I am actually asking for the door FRAME to be replaced or repaired, not the entire door.  And instead of *** saying over and over that "we are working on it" at least give me a schedule with dates of how this will be resolved. Thank you.

  Business response

  01/26/2024

  Hello,

  UTS did not complete the initial install of this door for Lowes.  UTS provides warranty repair for door and window manufacturers such as Jeld Wen.  The UTS Technician completed the replacement install, but the brickmould from the same manufacturer had the same finish issue and flaked off when being pulled away from the door frame during the initial replacement process.  ************** told ************** we would remedy the issue and immediately contacted our office and included the issue in our report to *********  We have communicated the issue to ******** multiple times to get a replacement part free of charge to ***************  We are waiting on the brickmould with the specific vinyl wrap and paint color match for her door unit.  We have been communicating to ************** since October 20th, ************************************************************************************************ March.  ******** shipped the part on Jan 21, **** to repair the door.  UTS is not the manufacturer of the product, nor do we warrant the quality or finish of a manufacturer's products.  Our purpose is to repair the issue.  Without the parts, we cannot complete the repair, and this has been communicated over 10 times to ***************  We have worked on this case for multiple weeks to obtain a part at no cost to ************** and offered to pay ******** for the part ourselves to remedy the issue.  ************** with full knowledge of UTS not possessing the parts to repair emailed a copy of this BBB complaint to ******** stating, "I am hoping by filing a complaint with BBB that I can finally get this door repaired. If I do not get a call from UTS supervisor on Monday, I will also include ******** and Lowes on my BBB complaint."  ******** then responded and stated they would ship the part out right away.  I can only commend ************** for forcing ******** to send the part.  Our attempts continuously were denied.  We will complete the *********** the parts are available at Lowes.  

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