Complaints

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.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Dotto glass was contacted in July of 2022 to quote three separate purchases for my 96 year old grandmother ***************. Two of these purchases were eventually fulfilled however the third to replace a skylight for the sum of $1030 was never completed. Over the months multiple phone calls were made inquiring about the skylight and I was told each time they would reach out regarding its status. On November 29th 2022 I called Dotto glass to ask again what the issue was and was told by a woman that they would have to check with the manufacturer. I told her that I was done waiting after all these months and wish to cancel my purchase. She told me she understands, would talk to her supervisor and have him call me back. I later received a phone call from the owner Mr. ********************** who said he contacted the supplier and the wrong skylight had been made. He asked how he could rectify the issue and I told him that I would like the purchase to be refunded. He responded Well you still need a new skylight right? and I told him that after my experiences with his company I no longer wished to do business with him. He stated that he would reach out to the manufacturer and call me in the morning. I told him that I demanded a refund of the money and would pursue the refund with the credit card company as I had not received my purchase. He again stated he would call me in the morning regarding a refund. After the phone conversation a chargeback was initiated and in the morning Mr. ********************** called back and informed me he was still waiting to hear from his supplier and was irritated that a poor review was left on YELP regarding the purchases. I told him that I was done waiting and a charge back had been initiated. He then hung up on me and I have not heard from the company since.

  Business Response

  Date: 01/24/2023

  Thank you for reaching out regarding this complaint. 

  It is true that Dotto Glass has a signed contract for the three jobs mentioned in *********** letter.  As most local contractors in our area, we have an extremely busy schedule and are also at the mercy of our suppliers schedules.  We were able to complete two of the jobs without incident, however, the skylight that was ordered correctly was manufactured with the wrong measurements. This was discovered on October 15th when two of our men went to complete the job. We then contacted the manufacturer regarding their mistake and they put a rush on the order.  We did not receive the replacement skylight until 11/29/21. But by this time, *********** had requested a refund of the charges for the skylight portion of his grandmothers job right when the skylight arrived.  Skylights are custom made and cannot be returned.  The skylight is ready to go in our warehouse, however, *********** does not want us to do the job.   We would be happy to resolve this matter by completing the work we were contracted to do but we cannot refund money for custom materials that we have paid for. 

   

  Thank you

  *****

   

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18687661
  
  I am rejecting this response because:

   

  There are no signed contracts, nor if it my fault/responsibility if the item purchased was made incorrectly. This is the first i have heard that they even have the proper skylight and its been over 6 months. The two "completed contracts" actually were contracted out to another company at a later date because they were incomplete (screen repair and window repair). Last contact with owner ended in him hanging up on me. Currently pursuing credit card charge back and will escalate to litigation if required.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/02/2023

  I just got off the phone with ***** and he is going to move forward with his Sky-dome installation. He's just gonna let us know after he checks with his tenant that's living there for a date. If there's anything further you need from me please let me know. I do have all our corresponding dates with him but it seems that everything is worked out now.

  Customer Answer

  Date: 02/02/2023

  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.
  
  Sincerely,
  
  *******************