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Business Profile

Glass Company

Elite Custom Glass

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Glass Company.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Good afternoon,

    On 3 May 2022, I placed an order with ReplacementGlass.co aka Elite Custom Glass for 1 large size mirror, 1 medium mirror, and 2 small mirrors to be custom made and shipped to me. I received the order of all four mirrors on 15 May. The small mirrors and medium mirror were packaged very well and arrived intact. The large mirror however was not packaged like the others and arrived shattered.

    I emailed the company and they said they would begin fabricating a replacement right away. Approximately a week later I called the company for a status on the mirror and was told the 3/16” mirror was out of stock, and they were waiting for resupply. They offered a refund, or to wait for resupply. At the time I opted to wait.

    In early July they received their resupply and after multiple calls, and multiple requests that the new mirror is packaged better, the company cut a new mirror and shipped it. I received the new mirror on 30 July and like the original, it arrived shattered. I emailed the company and received no response. I called the company the following week and requested a refund. *****, at Replacementglass.co said it would take around 4-5 business days for the refund to show up in my account. I tried called last week and again this week and the company refuses to answer my calls. The refund has not arrived and it is now 8 Aug.

    Business Response

    Date: 09/01/2022

    Thank you for the update.  Please note that we have been in contact with the customer and resolve the issue to the customer's satisfaction.  Please let me know if there is anything else that needs to be done in this case.  Have a great day.

    Customer Answer

    Date: 09/02/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It took almost a month for the company to respond, but they finally refunded me.

Elite Custom Glass is NOT a BBB Accredited Business.

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