ComplaintsforUTS Warranty

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged frame while installing. Not fixed. In fact, each "fix" has made the problem worse.Tech took undamaged piece without my permission or knowlwdge.Current state of door has gaps that allow water and insect damage, and prevent us from putting our home on the market as is.

  Business response

  04/08/2024

  Hello,
  
  On 10/20/2023 we were notified of a finish issue with the JeldWen door installed by an Independent Contractor for *************** on 9/24/2023.  The contractor stated the brickmould finish flaked when installing it to the door.  *************** stated in an email to ******************** on 10/18/2023, "he damaged the door frame during the install. He said he'd write a report and order a replacement piece and then arrange for the new piece to be installed. I have not seen any correspondence regarding this. I do have to say that I watched **** do the install. It looked like he was being very careful. It worries me greatly that the piece was so very easily damaged, and it makes me wonder how long this door will last in general."
  This installation was a replacement door install that JeldWen (Manufacturer) provided to ***************.  In the same email as above, *************** stated, "**** said that the original door had been correctly installed. So, it was NOT an install problem like ******** so quickly claimed. The original door was defective. I sure hope this door is not as defective."
  UTS, LLC made multiple attempts to get the required part from JeldWen to repair the brickmould from the install of the replacement door.  On 10/20/2023, our office contacted ******************************* at ******* to get a replacement prefinished brickmould for ***************.  That request was denied repeatedly for four months.  *************** submitted a BBB complaint naming ******************** as negligent in our efforts to remedy the issue though we continuously attempted to get the required part.  ******* refused to issue the part at no cost and ***********************, our project manager, offered to purchase the part ($10) without success.  *************** then strated she was going to submit a BBB complaint on JeldWen in an attempt to play our two companies against each other though we were always working to get what she needed.  Once the BBB complaint was submitted by *************** against ********************, *************** submitted a copy to ******* threatening to file a complaint against them and Lowes.  ******* then found the request reasonable to send the brickmould to ***************.
  On April 4th, 2024, one of our independent contractors went to install the brickmould for ***************.  The technician taped the brickmould prior to cutting it to length and the same flaking of the finish on the material happened again.  This was a different technician, using the same industry standard technique to cut the brickmould to length.  When the finish flaked, *************** was notified by the contractor.  *************** then sent ******* an email stating the following, "Your brick mould - and door covering are too fragile. The tech either broke it or found it broken. What do we do now? It sounds like the replacement part does not fit. I think *********************** will call you.  Our house goes on the market in 3 weeks. This MUST be fixed! Please, ********, let me know ASAP what your plans are.
  THIS HAS BEEN A NIGHTMARE!!!!!!!!!!!!!!!!!!!!!!!!!!!!"  As stated, the brickmould finish is the issue.  JeldWen sent three pieces of brickmould and all of pieces were installed.  Two were installed without issue, the third piece was the piece with the finish issue during cutting to size.
  *************** emailed JeldWen and JeldWen offered to replace the brickmould with a JeldWen technician.  *************** accepted this offer.
  The next day *************** sent ******************** an email stating the following, "*****,
  What did your tech ***** do with the unused piece of ******** brick mould? When ***** showed me the problem, it looked to me like all he had to do was cut the brick mould to length. But I suspect he showed up with his dog and not a saw.  What do I know? Anyways, where is the unused piece of moulding?
  In the meantime, there is a quarter inch gap on one side of the moulding and the none of the sides are caulked and sealed. Until this is repaired correctly, water and insects can get in and cause more damage. Please send someone back IMMEDIATELY to do a temporary repair.
  If this is repaired after April 23rd, each day of delay on putting this house on the market will cost me about $190/day, not to mention the stress of maintaining this home while we live in our new home 5 hours away.  I fully intend to sue ******************** for all these costs plus tell the judge about the stress this is causing me. Unless you can somehow fix this now.
  If ******************** thinks all this is the fault of ********, then you can work it out between you.
  I will not file the BBB report until next week. I need to prepare for the eclipse and I've waited too long for the eclipse to miss it.
  In the meantime, WHERE IS THAT PIECE OF UN-USED BRICKMOULD? AND please GET SOMEONE OUT HERE TODAY TO temporarily FIX THE 1/4 INNER GAP and uncaulked outer gap before we incur water and insect damage to the door and home.
  I am so stressed.
  *******
  
  As stated previously, all three pieces were installed and one has a finish issue, like all of her previous issues with the same door model and finish.  This is being resolved by the Manufacturer as accepted by ***************.  ******************** was paid for a door installation and has made multiple attempts to remedy the issue.  We will not refund *************** the installation fee, the installation was completed and the remaining issue is a warranty issue with the manufacturer with an accepted remedy offer from JeldWen, the manufacturer.

   

  Customer response

  04/08/2024

  I am rejecting this response because:   UTS is saying that the installation is complete. No, it is not. There is no caulking around the door. Additionally, leaving a 7 foot long quarter-inch gap around a damaged piece of moulding is not a complete installation. This is a structural defect, not a cosmetic defect. I want keep this case open long enough to see if ******** does finish the door installation/repair. It seems that ******** and UTS are pointing fingers at each other. ******** says it was a bad installation. UTS says it is a bad product. Who am I to believe? Both companies seem to have been waiting each other out without informing me - until recently.
      I agree that ********'s finish seems friable. However, UTS has not kept me in the loop on their efforts, and when this last tech was a no-show after this 6 month long wait, it made me trust UTS even less. I also think the tech should have left the 3rd piece of moulding with me so I could see what the problem is.
     Thank you for finally explaining what UTS has attempted to do. I hope that UTS and ******** can work together to resolve this and keep it from happening again. And I hope UTS tries to improve their customer communication and tech scheduling reliability.

  Business response

  04/15/2024

  Unfortunately, *************** has made arrangements to have the door repair completed with the manufacturer (JeldWen) using the manufacturer's technicians.  UTS coordinated the replacement parts and attempted to install the parts at no charge.  The brickmould was installed and has a finish is*** just like her original door (we did not install), her replacement door (we did install), and the replacement door brickmould.  *************** has threatened to *** our company due to a product finish is*** that we do not control.  Our efforts to obtain the replacement parts and complete the repair have all been met with BBB complaints and threat of lawsuit.  *************** was copied on all communications with the manufacturer to include the manufacturer refusing to replace the finish is*** parts.  Since there is an agreement between *************** and JeldWen (manufacturer) to remedy the is***, UTS cannot work on this project for ***************.

  Brickmould is a decorative covering over the exterior of the door that has no structural bearing at all.  In addition, *************** has an overhang over the door that prevents water entry.   No insects or bugs are getting through the brickmould.

  Customer response

  04/24/2024

  Yes, I continue to have problems getting ******** to manufacture the ********* and install it. Hopefully they will do so. As you can see from UTS responses, UTS absolutely refuses to try to fix my brickmold or work with ******** to fix my brickmold. UTS refuses to take any responsibility for the condition of my door or how they treated me. I do not know if ******** will truly manufacture the part and install it. Both UTS and ******** have failed in their commitments.

  UTS could have lessened the impact of this problem if the tech had left the brickmold instead of taking it away.  The current piece is gashed and split and has a 1/4 - 1/3 inch gap for the entire 7ft height of the door. The piece that the tech took - without my permission - looked undamaged to me except for a 1/8 inch bulge at one end. I could have used it and tried to install it myself. That would have not scared away a potential buyer of my home as much as seeing the horrible damage to this brickmold along with UTS' incomplete installation. Any buyer will wonder what kind of headaches they are buying into.

  UTS also showed poor customer service by not telling me the cause of their delay from the time their first tech damaged the first brickmold on 9/24/2023 until I filed my first BBB complaint. UTS exacerbated their customer service problem when the tech decided to work on his car instead of letting me know in advance that he would not show up. I had to throw a fit to get him here. I aplogize for throwing a fit, but it seemed like it was the only way to get a tech to show up.

  What I see here is that UTS is taking absolutely no responsibilty for any of their delays, two techs damaging two sets of brickmold, and the second tech not showing up as promised, and the second tech taking my brickmold, and the second tech not even trying to make the brickmold look presentable. I feel UTS at the very least owes me an apology for their lack of communication, taking my brickmold, and not showing up as promised, then leaving the brickmold in its current condition. 

  Keeping in mind that it was UTS who damaged two sets of brickmold, may I respectfully request UTS to install generic brick molding if Jeld-Wen delays delivering this piece after April 29, 2024?  I will provide this generic *********. By installing this, UTS will have fulfilled their part of the $2620 I paid them to install the door, and I will withdraw my complaint.

  Our home will be inspected May 3, 2024. I really really need to have the door fixed by the evening of May 2.  Otherwise I will have to consider delaying putting this house on the market -- at the cost of $190/day.

  Thank you in advance, UTS, for offering to install generic brickmold so that I can get my home inspected May 3, and then put my home on the market.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called in to file a service order on my warranty, spoke to *********************, who was the rudest most unhelp customer service rep I've ever had the displeasure of dealing with. Tried to give her my information to pull up my warranty and previous service orders only for her to tell me my information was wrong. Pretty sure I know my own phone # & address where my machines are located. She insisted on correcting my online account instead of addressing the warranty issue I was calling about. Told her I have filed multiple service orders with out having this issue, yet she refused to move forward. Asked to speak to her manager or someone else she since she wouldn't even let me speak without interrupting me and cutting me off. I'm the one that purchased the ********************** I'm the one that know where they are located, and I'm the one that knows when they are not working properly. I need to set up a service order on the warranty I purchased and need someone to help me without interrupting and attitude.

  Business response

  01/21/2024

  Thank you for this complaint.  Unfortunately, this customer is trying to reach a ********************** company that handles warranty issues for manufacturers of machines.  The website for these issues is:

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

  Our company handles warranty claims for door and window manufacturers.  See our website at ************************************. I apologize that I cannot assist with this issue.  The employee named is not one of our employees either.  

  Thank You

  Customer response

  01/22/2024

  I am rejecting this response because:   They are claiming to be the wrong company, however there website, phone #, and previous complaints all match. They are a warranty company that does in fact offer warranties on exercise equipment as their website states. Avoid and passing off unhappy customers is unacceptable.

  Business response

  01/22/2024

  UTS, LLC does not offer warranty repair on any exercise equipment.  Our website is ************************************ clearly shows we are a door and window installation, service, and repair company for door and window manufacturers.  No mention of exercise equipment is on our website.  I provided the accurate website you are looking for in the initial complaint.  Please review and understand you have the wrong company.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023, I called Nordiktrack warranty company, UTS, to file a claim that my NordicTrack was no longer working. June 1 began the process of fixing the machine. Two different times, parts were sent in June to fix the machine, the company that Nordiktrack s #Warranty hired to fix it, came out in July, using these parts to fix it. These parts did not solve the problem, so five more attempts of sending parts occurred between July 2023, and November 2023. I call 2 to 3 times a week to be placed on hold awaiting new parts to be ordered. Deal Tech is the company that the warranty has used to fix my machine and the technician has come out five times and has said he cannot fix the machine. The most recent time October 23, 2023, he videoed every part he has replaced and said it is not able to be fixed. This has been uploaded and sent to the company and the company continues to want to fix the machine. They again ordered a part to be replaced that was originally replaced on June 1, 2023. This part is due to arrive November 14, 2023 and the company will take another 3 to 5 days to come out to replace it. This part has already been replaced and it has not fixed the machine. I would like a replacement machine because I have now lost over five months of time on a treadmill that is still covered under a warranty.

  Business response

  11/14/2023

  Hello,

  UTS Warranty repairs doors and windows for door and window manufacturers.  The warranty company you are trying to reach is **************** Services that is not registered with the BBB and is not affiliated with UTS Warranty.  Our website is ******************************************;

  **************** Services is located at *************************************************;**********; phone number is ************.  Website for the company you are trying to reach is Icon *************** Plans at ************************************************************; I apologize that we cannot help you and can understand your frustration based on the amount of calls we get to request service for a treadmill.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired by my window manufacturer to replace a window in my new home under warranty. They were hired back in January of 2023. It's been 6 months now and they have "no showed" several times and now are giving me the run around. I've been working with a man by the name of **** @ ************ who is supposedly a supervisor at this company. He refuses to return my phone calls and emails to this day. They just don't seem to care at all!!!!!!

  Business response

  07/12/2023

  Hello,

  We were hired by ******************** **** to perform a warranty claim inspection on a picture window located at ******************************************************  The inspection was completed on May 5th 2023.  UTS LLC cannot take further action to remedy the issue for ************ unless we are hired by Associated Materials to repair the issue.  Currently, there are no open service requests remaining for this address.  

  UTS LLC provides warranty service, inspection, repair, and replacement labor for manufacturers of windows and doors.  Our customer is the manufacturer who hires us to perform the work.  Here, Associated Materials hired UTS to perform an inspection and measure for replacement glass.  We performed that task.  ************ needs to contact the manufacturer to determine a timeline when the glass will be replaced.  We currently do not have a service request to perform the work.

  Customer response

  07/12/2023

  I am rejecting this response because:   

  This company was hired to remove and replace a window on January 5th, 2023 NOT to inspect a window. They showed up on May 5th to replace the window but had the wrong size window. I was told by **** who is in charge of getting our window replaced that they'd order the correct window and be back within 4 weeks. This has never happened and now they won't respond to me phone calls or emails.

  Customer response

  07/12/2023

  Here is a copy of the warranty letter I received from the window manufacturer. It states that the job is to be COMPLETED not inspected.

  Business response

  07/12/2023

  ************ and I are in direct communication to get this resolved.  UTS LLC is expediting a request to obtain and install a replacement window and will keep ************ informed throughout the process.  

  Customer response

  07/17/2023

  I am rejecting this response because:   Here is a copy of the warranty letter I received from the window manufacturer. It states that the job is to be COMPLETED not inspected.

  Customer response

  07/20/2023

  It is true that this gentleman did reach out to me and assure me he'd get some answers but I haven't heard anything from him since. I sent him an email yesterday for an update and never received a reply. Nothing has been done and no resolution seems to be insight. We still have a broken window that has now began to mold internally and NOBODY seems to care. So sad!!

  Business response

  08/03/2023

  ************ was informed that his glass was not sent by the manufacturer.  UTS contacted the manufacturer on his behalf and had the glass rushed through manufacturing.  The glass was sent to Alside Supply located in ********* and was received on July 31st.  We are scheduled to complete the job on 8/4.  We have been working with ************ directly since the last communication to fix this issue.  UTS is only the service provider contracted by the manufacturer to correct an install.  We are a third party to the issue and we did not install the glass initially or manufacture the glass. We are completing the work on 8/4.

  Business response

  08/07/2023

  This job was completed on August 4th.  The **** family stated they are happy with the result.

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