Complaints

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• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I signed a contract with Englewood Glass &Mirror on 7/1/24 for 9 PGT Hurricane Impact Windows. EGM installed the windows on 11/26/24, knowing that 3 of them were defective, as agreed by the installers. I contacted *** and told them that I would pay the remaining amount due them as soon as the defective windows were replaced. They immediately sent out an email requesting immediate payment on the remaining balance of over $6,000 stating that they would only submit the defective windows to be covered under warranty upon receiving full payment. I told them I had no trust or assurance that they would follow through if I made payment. I offered to put the money in escrow with a neutral party until the windows were fixed and they would be paid in entirety. They stated it was their policy to receive payment in entirety prior to submitting the warranty. The owner then placed a lien on my property. I looked on other reviews of *** and see that this is a common practice to intimidate people.

  Business Response

  Date: 02/20/2025

  Mr. **** continues to state falsehoods regarding the current state of his project with Englewood Glass and Mirror.  I've attached a copy of the contract that was signed by both Mr. **** and Englewood Glass and Mirror.  I will also reiterate the payment terms here: "Residential order 50% deposit of material cost and a copy of an NOC for order to be placed, 40% upon initial installation, final 10% payment is required at time of final inspection approval." Please note:  Mr. **** reviewed and signed the contract agreeing to these payment terms.  As a business owner, contracts are put in place to protect both the customer and the business and should be thoroughly reviewed and understood prior to signing. There are a few windows (4 each)  with scratched glass that needed to be submitted to our manufacturer's warranty department. Scratched glass from the manufacturer does not hinder, in any way, the performance of the impact windows that were installed into Mr. ****** home. It is our protocol to proceed with the installation of the window, as the installation team is not necessary to replace the scratched glass but is required when we install a frame. *********** team is scheduled to 
  handle the "swap out" of the glass only.  To reiterate, we installed the windows although there was scratched glass, as this is our protocol, because an install crew is needed to install the frame.  *********** team is then scheduled to swap glass only.  When we swap out glass only the frame is not removed from the opening, therefore, the window is not "uninstalled and reinstalled".  The scratched glass does not make the window defective or perform any differently than a window without scratched glass. 

  A lien is also standard practice when a customer vehemently denies paying based on the payment terms outlined in our contract.  As a contractor we have a set time frame in which a lien can be recorded and if a lien cannot be filed we essentially have no recourse to collecting on the balance due. Of course, when Mr. ****** balance with Englewood Glass and Mirror is paid we will schedule immediately to swap out the scratched glass and remove the lien.  The warranty glass is in our warehouse and ready to be installed.  Additionally, per our contract, Mr. **** can absolutely hold out a 10% balance until the warranty work is completed.  We are not trying to collect on the 10% balance at this time and will not until the warranty work is complete.  We are attempting to collect the 40% that was due upon installation.  Thank you.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22960732
  
  I am rejecting this response because:

  EGM attached a copy of the signed contract.  A contract that says they were to install 9 *** Hurricane Impact windows.  Nowhere in the contract does it say that they would be installing scratched and defective windows.  In the response of EGM to the BBB they state, we installed the windows although there was scratched glass, as this is our protocol

   Also, nowhere is it stated in the contract of their policy to install windows that they are aware are defectively scratched and then coming back at a later date (after payment)to replace them.   Indeed, this must happen frequently with them if they have a policy regarding it.  They should include it in their contracts so homeowners are informed and aware.   
  

  Just for clarification, I called Absolute Windows and Doors.  They install *** windows in this area.  They said that they inspect all of the *** windows at the factory and again at their office prior to installation.  They added that there is no way that they would install defectively scratched windows. And there was certainly no way that they would expect payment prior to the non-defective windows being replaced.   

  In addition, I called ********* Glass and Mirror.  They  too said that they inspect all of the *** windows prior to installation.  They said that they have, however,  installed scratched, defective windows after inspection,  but not without informing the client first and seeing if they would prefer to wait until the replacement, non-defective ones arrive. 
  

  Furthermore, I googled scratched hurricane windows and there are sites that suggest that a scratch in the glass can make them perform differently.  I even went to the **************** permit department located in the Mac V ****************************** and it was recommended that we not pay EGM.  They also said that EGM was not following the permit protocol. 
  

  I have also talked with several other local residents who are senior citizens and am finding that most of them dont have the resources and finances to stand up to dishonest businesses like EGM.  EGM is a bully and they try to intimidate their patrons by placing liens on them. My credit is perfect and I feel placing a lien on me is a defamation of my character. 
  I am hoping that the Better Business Bureau will take a stand against this scam and protect honest people from *** doing this again.  

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

  Business Response

  Date: 02/26/2025

  I'm not sure what Mr. **** would like for us to do for him at this point.  He has a balance due with us in the amount of $6,495.19.  Again, his contract reads the following:  40% due upon initial installation.  The 10% balance is not being collected and is able to be withheld until the 4 pieces of replacement glass are swapped. The lien will not be removed, is valid, and will stay in place until the balance due is paid.  
  I believe Mr. **** misrepresented the scratches/defect in the glass when we called other local companies.  We spoke with a salesperson from Absolute Window and Door (*********** location) today, 2/26 and their response was "if the scratch/defect is in the frame, we do not install.  If the scratch/defect is in the glass, we install and schedule service to reglaze when the replacement glass arrives from *** (the manufacturer)."  This is the same process that we follow here at Englewood Glass and Mirror.  I am including images of Mr. ****** residence that show the glass scratches/defects that he claims are effecting the integrity of the window. 
  
  We also called and spoke with Bri (also today, 2/26) at ********* Glass and Mirror.  Her response was as follows "we install the material with the scratch as it does not effect the integrity of the window.  We do this every day."  
  Obviously, all material that is received in off of the *** truck is inspected, just like the other dealers noted.  However, due to packaging (image attached here for reference) minor defects are typically not see until we unpackage the material at the job site.  There is NO WAY a dealer is completely unpacking all material and then repackaging it before transporting it to the job site.  This would only cause more opportunity for damage in transit if the manufacturer's packaging was compromised.

  
  I also reached out to the ************************* Department, which is what I would "assume" Mr. **** is referring to when he says "permit department" and they have assured me that they do not get involved or offer any guidance in financial disputes between a contractor and a homeowner.  I do not think Mr. **** was provided any advice to "not pay his contractual obligation" from the ************************************ and if he was provided this information I would ask for it in writing so that we may follow up as the contractor.

  
  Lastly, I wanted to address Mr. ****** claims that we are a "dishonest" business.  We are a second generation family owned company that has operated in this community since 1979.  We also call this community home.  We give back over $200,000 a year to local initiatives including children's schools, sports, the ****, and Boys and *********** multiple Rotary organizations, multiple ******** of Commerce, Parks and Rec initiatives, etc.  We employ over 75 people from our local community.  Additionally, this is our first BBB potential complaint, which is completely unwarranted and defamatory.  His statement is, again, defamatory and absolutely unfounded and untrue.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22960732
  
  I am rejecting this response because:

  EGM attached a copy of the signed contract.  A contract that says they were to install 9 *** Hurricane Impact windows.  Nowhere in the contract does it say that they would be installing scratched and defective windows.  In the response of EGM to the BBB they state, we installed the windows although there was scratched glass, as this is our protocol

  
   Also, nowhere is it stated in the contract of their policy to install windows that they are aware are defectively scratched and then coming back at a later date (after payment)to replace them.   Indeed, this must happen frequently with them if they have a policy regarding it.  They should include it in their contracts so homeowners are informed and aware.   

  
  Just for clarification, I called Absolute Windows and Doors.  They install *** windows in this area.  They said that they inspect all of the *** windows at the factory and again at their office prior to installation.  They added that there is no way that they would install defectively scratched windows. And there was certainly no way that they would expect payment prior to the non-defective windows being replaced.  

  In addition, I called ********* Glass and Mirror.  They  too said that they inspect all of the *** windows prior to installation.  They said that they have, however,  installed scratched, defective windows after inspection,  but not without informing the client first and seeing if they would prefer to wait until the replacement, non-defective ones arrive. 

  Furthermore, I googled scratched hurricane windows and there are sites that suggest that a scratch in the glass can make them perform differently.  I even went to the **************** permit department located in the Mac V ****************************** and it was recommended that we not pay EGM.  They also said that EGM was not following the permit protocol. 

  I have also talked with several other local residents who are senior citizens and am finding that most of them dont have the resources and finances to stand up to dishonest businesses like EGM.  EGM is a bully and they try to intimidate their patrons by placing liens on them. My credit is perfect and I feel placing a lien on me is a defamation of my character. 

  I am hoping that the Better Business Bureau will take a stand against this scam and protect honest people from *** doing this again. 
  

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