Complaints

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• Initial Complaint

  Date:08/03/2023

  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.

  Venice Glass Shop **** replaced glass in the front windows of my house. They damaged the windows, and performed very poor quality work. They used the incorrect thickness glass and badly bent the window trim. Venice Glass repeatedly said nothing could be done, and did not wish to remedy the situation. I talked to other window installers in the area, and they said the job was done incorrectly, and was of poor quality. They charged me $845.21. The billing process did not include any written consent or approval of the work. I would really like a resolution to this issue. Since the windows are damaged, I would like a refunding of the money spent. I never formally approved of the repair. If the windows could be repaired that would be nice, but a refunding would be the best course at this point so I do not have to deal with this business anymore. Unfortunately, they scammed me and I hope it doesnt happen to someone else. Thank you,*******

  Business Response

  Date: 08/07/2023

  08/07/23

   

  ************** explained to ******* what would be involved with replacing the glass in his windows.  We explained to the customer (*******) that the stops for the windows are very fragil.  We explained the stops are so thin and weathered by the sun that they could bend, crumple or tear.  In speaking with ******* has stated that he thought it was the inside of the window so that would not show.  It is apparent the customer was not familiar with the ******************** terminology but did not ask further questions.  The glass that was glazed in was 1/8" glass which is better glass then what the customer had (customer had 1/16" *********************.  There are 3 stops that the customer did not like as they did indeed crumpled as explained to the customer. The customer called another window company and was given false information.  We did speak with that company (All *************** **) and they were under the assumption the windows were new.  In speaking with them and telling them no, the windows are 50 yr old windows and the product stops are no longer available for purchase.  I spoke with ******* and told him I could give him $20.00 back for each window even though there are only 3 stops that he does not like.  I have mailed the customer the check for $120.00 which was more generous that what the stops actually cost.  The customer in the beginning was only unhappy about the 3 stops, but now is complaining about the glass which is better glass then he had.  Every time I speak with him it is a different issue.  The customer also accepted the job and paid us with a check which to us the job was satisfied at that time.  Venice Glass **** has spent many phone calls and emails to ******* without any resolution from the customer.  We have done all that we can at this point.

   

  ****** Midas

  Venice Glass **** 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20414649
  
  I am rejecting this response because:

  there are multiple false statements made by Venice Glass *** I, myself, spoke to ****************** (the other window repair company mentioned). ****************** told me that Venice Glass Shop *** had done a poor job on replacing the glass. ****************** also told me they used the wrong thickness glass. That is part of why Venice Glass *** had a hard time getting the windows back together. When I talked to ******************, they were aware I was discussing replacing glass in an existing window. Furthermore, these window frames were designed for 1/16th in glass. The added weight of thicker glass can strain the window and its opening mechanism. I have a screen cap of another window repair operation (******************) saying that Venice Glass *** butchered my windows. I can actually show you the email.

  I also did not say there were problems with 3 of the windows. All of the windows look substandard. 

  
   Sincerely,

  
  *****************************