Complaints

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• Initial Complaint

  Date:06/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 21233395
  
  I am rejecting this response because:

  The window was not physically damaged, as claimed by ****. 

  The window that was removed had a 2-3 millimeter gap around all edges between the window and the window frame. 

  If the new window is a "tight fit" like **** claims, then why is there a 2 - 3 millimeter gap on each side of the window, but the top and bottom have no gap at all ? Well, because the new window was made one quarter of an inch too tall.

  **** has been nothing but disrespectful to me by charging my credit card without authorization, assuring me that the install was done properly without even seeing the install, and his business development manager was supposed to be at my house the second time the glass was installed but did not show up or call.

  Never once did I threaten to leave bad reviews. I have been forced to leave bad reviews because the glass was not made correctly and **** fails to acknowledge that. Now I am out $1000 and I'm back to where I started with broken glass. Why didn't any of my 20 year old original glass crack ? Only the 4 month old glass cracked....

  The black substance in the pictures is not mold. It is the silicone or sealant that had to be cut out when the old window was removed. This was another item that you tried to correct me on over the phone saying that my window does not have silicone around it. I still have a matching original window in the same room that has the same silicone and the same 2 - 3 millimeter gap all the way around the window. But this does not matter to **** because he can look in his crystal **** and tell me that everything is fine with the window and the install done by Calgary glass repair.

  I guess I will have a reputable company come replace the glass, document their findings with the glass that is too big and hire a lawyer. One more lawsuit for you **** ! 

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

  ement as the window opening, so the glass is already under pressure from day one. I have sent plenty of pictures to **** to prove that this is the problem but he has said this is not warranty and requested I stop contacting him.I asked **** several times what his company's procedure is to measure glass and he told me "it's a trade secret". He knows that once he admits that a 1/4-inch needs to be subtracted from the window opening measurement, that he will be held responsible.I would like to be completely refunded (if possible) as there is more to this story like missed appointments for measuring the glass, the wrong glass being installed the first time and now the second glass that was installed is wrong because its the wrong size and eventually cracked. I have more than enough proof, screen shots of all text messages, emails, and phone calls documented.You can reach *********************** at- ************. He also has a mailbox at ******************************************,Calgary, AB T2Y 2Z3 Regards,***************************

  Business Response

  Date: 16/02/2024

  Thank you for reaching out.

  The glass was not improperly installed as claimed by the client.

  The reason why we told the client that there is no warranty before looking at pictures is because physical damage is never covered by warranty of any kind. The client was made aware of this when his install was completed.

  There are several techniques of installing a glass, a flush glaze is what was used here, otherwise known as a tight fit.
  

  The client has been nothing but disrespectful to our team and demanding refunds and threatening with leaving negative reviews and comments about us online (something he has already done).

  Had this been an improper install, the glass would have been damaged/broken within a few days following install. The glass broke because of the weather causing pressure in between the frame of the window, applying pressure on the glass causing the glass to crack from one side. This is something the client refuses to acknowledge or understand. He also has refused to understand his windows in the home are builder grade and over 20 years and have deteriorated causing mold and other build up on his windows per the pictures he submitted.
  

  We will not be commenting on his matter further.