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:05/28/2025

  Type:Service or Repair 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.

  VERY Disappointed in City Glass. I have done business in the past but this time was a HUGE disappointment. First I took an example glass in to be recreated and was told it was 1/4 inch thick. When I heard the price I shopped around and found another company charging 1/2 the price so I ordered it from them. Upon arrival I noticed the glass was thicker. I took the example back to get the corners notched and when I questioned the thickness I was told it was in fact. 3/16 inch glass NOT 1/4 inch glass even after they measured it the first time. Then the glass technician came out and looked at my job to notch the front 2 corners of 3 pieces by 7/8 inch and quoted me $10 per square cut for a total of $60 since I had 3 pieces of glass. I agreed to this cost and paid in full for the job. Approx. and hour and a half later I received a call from City Glass and they told me the job was a little harder and more than they expected so they were going to have to charge a little more for the job. They then stated $55 per cut and proceed to talk to me like I would accept it with no questions asked. I immediately said "NO". I can buy new glass for this price. This would be a price increase from $60 to $330. I was then told I could come get my glass and a refund. I feel this was EXTREMELY poor customer service and bad representation. I was quoted a price and finalized the cost. They saw the project. They SHOULD have honored THEIR agreement but didn't and just told me to come get the glass. BAD!!! I will NEVER do business here again. This was a rip off because they made a mistake they felt I should pay for it. I have further pictures to prove my claim and show the small job requested. I WON'T DO BUSINESS WITH THEM AGAIN!!!!

  

  Business Response

  Date: 06/02/2025

  We were surprised to receive this formal complaint, as we have made multiple good-faith efforts to address and resolve the customers concerns directly. We responded promptly and publicly to his original review on both Yelp and ******, acknowledged our internal miscommunication, and offered to honor the original $60 quoteeven though the work required more complex notching.

  On May 30, the customer visited our office, where we had a pleasant in-person interaction. He not only gave us the opportunity to fix the glass but also brought in a screen for repair and expressed interest in a future shower door replacementfurther suggesting that the situation was moving toward resolution.

  Despite this, the customer has now requested a guarantee that the glass will not break during the notching process. Unfortunately, we cannot offer such a guarantee, as notching glass always carries a risk of breakagea fact that was clearly disclosed in our no guarantee on customer-supplied ******************** policy, shown on his paperwork he attached to the BBB. We will, of course, use the utmost care and skill, and have offered to complete the work at no additional charge, or issue a full refund if he chooses not to proceed.

  The customer is also disputing $270, but he was only ever charged $60.

  Due to character limitations, we were unable to include the full details of our response here. Please see the attached Word document for our complete and formal reply, which includes our previous responses and documentation.

  Thank you,.

  
  

  Customer Answer

  Date: 06/12/2025

  [[BBB transcription via email]]

  I do wish to add that the complaint was mutually resolved and that I was completely satisfied with the solution and communication from management. Also employees were coached on customer service to make their business smoother for future customers and I WILL return to their business in the future. Thank you.